Troubleshoot Common Issues in Torch Video Meetings

Need help with a Torch video meeting? Reference solutions to the most common issues below.

For quick navigation, click on the relevant topic below to go directly to that section.

• Video Connection
• Camera, Microphone, and Screen Share
• Video Quality

Troubleshoot Video Connection

If you're unable to connect to a Torch video meeting, try this solution.

I'm having trouble connecting to my meeting. What should I do?

Ensure your browser is supported. While you can use Chrome, Firefox, Safari, or Edge, we recommend Chrome for Torch video meetings. Check that you've updated to the latest version of whichever browser you're using.

Check for blocked pop-ups. Your browser may be requesting permissions you have not granted.

You may need to manually enable or change permission settings to ensure your microphone and camera are authorized for use within your browser. Reference the instructions for Chrome, Firefox, Safari, or Edge.

Troubleshoot Camera, Microphone, and Screen Share

If your camera, microphone, or screen share aren't working, try the solutions below.

My microphone or camera aren't working. How do I fix this?

Check for blocked pop-ups. Your browser may be requesting permissions you have not granted.

You may need to manually enable or change permission settings to ensure your microphone and camera are authorized for use within your browser. Reference the instructions for Chrome, Firefox, Safari, or Edge.

Make sure you've selected the correct camera and microphone for the meeting.

If you haven't joined the meeting yet and are still on the Join Meeting page, click Settings, then click Audio and Video Settings. Ensure that the camera and microphone you prefer to use are selected under Video Input, Audio Input, and Audio Output, then click Done. 

If you are in the meeting room, click More to access the Audio and Video Settings instead.

From within the meeting room, double check the options in the toolbar at the bottom of the screen.

If you see an "Unmute" button, your microphone is muted. If you see a "Start Video" button, your video is stopped. Click the relevant button to unmute or start your video as applicable.

My screen share isn't working. How do I fix this?

Check for blocked pop-ups. Your browser may be requesting permissions you have not granted.

You may need to manually enable or change permission settings to ensure your microphone and camera are authorized for use within your browser. Reference the instructions for Chrome, Firefox, Safari, or Edge.

I accidentally denied permissions for my microphone, camera, or screen sharing. How do I fix this?

Manually allow access to your microphone and camera by following the instructions for Chrome, Firefox, Safari, or Edge based on your specific browser.

I'm unable to access my camera or microphone within my browser. What's going on?

Your organization may use security software that is preventing your browser's access to the camera or microphone.

If your organization's security software uses URL Isolation, third-party links sent via email or calendar invites, like the links for your Torch video meeting, may be modified and "isolated" so you cannot access them. This precaution is meant to safeguard you against potential nefarious links. 

Check that your Torch meeting link has the following format: https://meeting.torch.io/twilio/video/<meeting-id>. If your meeting link has been modified, you may also see a banner across the top of the Join Meeting page when you attempt to enter the meeting, indicating that the URL is being isolated. 

  To access your meeting, log in to Torch and join the meeting from directly within the platform.

If your organization uses a managed browser or computer policy, this type of security is controlled by your company's IT Team and may require getting the Torch sites allowlisted if possible.

Send our IP and URL addresses to your IT Team and ask them to allow our domains, IP addresses, and URLs.

Troubleshoot Video Quality

Video quality can be impacted by several different factors, primarily network speed, CPU usage, and computer equipment. Try the solutions below to improve the quality of your Torch video meetings.

Check your internet connection speed

Internet connection speed is one of the most important factors for a seamless experience. In Torch meetings, each participant has a network quality indicator, which are signal bars located in the upper left of your screen. If your network quality indicator constantly drops below four bars, make sure you have a strong enough internet connection to support a video meeting.

Run an internet speed test. There are many free sites you can use to test your internet speed. While the Torch video platform only requires a 2+ Mbps connection, the higher your connection speed, the better.

Try moving closer to your router. Your proximity to the router can make a large impact, especially if you’re using older equipment.

Plug your computer into a wired internet connection using an ethernet cable. Wired internet connections tend to be faster and more reliable than WiFi.

Check your CPU usage

Video quality is typically impacted most by your internet connection speed, but can also be impacted by the power and usage of your Central Processing Unit (CPU).

Close other applications and tabs. During your meeting, any other programs that are running may be using CPU or internet bandwidth.

Avoid screen sharing unnecessarily. Unless you have information that's critical to share visually, turn off screen sharing.

If you’re using a laptop and an extra monitor, unplug the monitor. The added screen may be putting unnecessary strain on your machine.

Update your equipment

If you've already checked your internet speed and CPU usage, you may need to update your browser, operating system, or physical computer or WiFi equipment.

Ensure your internet browser is up to date. For example, Chrome will display an update button in the top-right of your browser when an update is needed.

Double check that your computer is up to date. This includes manufacturer provided updates and OS upgrades. Replace your equipment when the processor ages.

If you have not updated your WiFi equipment recently, such as your router, you could be paying for network speeds that are unachievable with your current equipment. Check with your provider if they offer upgrades free of charge.