I do not see or hear my counterpart / My counterpart does not see or hear me

Note: If you are having an issue with an audio/video device that is being used for the first time with Reacts on a specific machine please make sure device's drivers are up to date and you either plugged in a device before starting Reacts or if Reacts was already running when you plugged in your device- log out and log back into Reacts. 

 

I do not hear my counterpart

 1. Speakers / Output settings verification 

  • Make sure that your speaker volume or headphone volume isn't muted or turned down (If the button looks like this: Picture of the Mute button turned on, tap or click it to turn off muting).  

Note: Some laptops and tablets have an external volume control on the outside of the case. If you're using a laptop or tablet, check the external volume control to make sure it's not turned all the way down.

  • Verify if you are having issue with sound only in Reacts  (for example: try to play sample music, YouTube video) 

1.1  If the problem is only in Reacts:

  • In Reacts from the Home menu go to Settings -->  Audio / Video Settings and verify that an output device appears in the drop down menu of the Speakers/Output. (You can also access Audio/Video settings from session interface- go to Actions panel on the right side of the screen choose Settings and then Audio/Video).
  • Make sure the volume of your playback device is turned up. You can test your selected playback device by clicking on the test button. 
  • If the Speaker / Output selector is empty open the menu to select a playback device. If the menu doesn't contain a playback device verify your windows setting to make sure one is available on your machine (Refer to this document).
  • If playback device is available on your machine and you still can't see it in the menu please log out and log back into Reacts.

 

 

If the problem persists and everything is properly set up, you can hear sound when clicking on the test button the problem could be with your counterpart recording device/microphone.

 

My counterpart does not hear me

 

Note: There is currently a known issue with a microphone not working in Reacts if you are using a headset or a headphones with a built-in microphone.

As a workaround please use any other microphone available on your device (in Reacts go to Audio/Video settings --> Microphone and select a microphone from the list.)

 2. Microphone (recording device) settings verification

  •  Make sure that your recording device/microphone is properly plugged in
  • Verify your windows setting to make sure recording device/microphone is available on your machine and installed properly (Refer to this document).

2.1 If the problem is only in Reacts:

  • From the Home menu go to Settings -->  Audio / Video Settings and verify that a microphone appears in the drop down menu of the microphone. (You can also access Audio/Video settings from session interface- go to Actions panel on the right side of the screen choose Settings and then Audio/Video). 
  • If the Microphone selector is empty open the menu to select a microphone. 
  • If microphone (recording device) is not showing up on the menu and all windows settings are correct please log off and log back into Reacts. 

 

If the problem persists and everything is set up properly, the sound bar is moving the problem could be with your counterpart Speaker / Output setting you may want to direct them to -"I do not hear my counterpart: Section 1. Speakers / Output settings verification"  

 

I do not see my camera feed 

 3. Video Setting 

  • Make sure the external webcam is properly connected 
  • Verify your windows setting to make sure external webcam is available on your machine and installed properly or built in camera is working properly (Refer to this document)

 3.1 If the problem is only in Reacts:

  • From the Home menu go to Settings -->  Audio / Video Settings and verify that a camera(s) appears in the drop down menu of the video. (You can also access Audio/Video settings from session interface- go to Actions panel on the right side of the screen choose Settings and then Audio/Video). 
  • From the Home menu go to Settings --> Deleted inputs and verify that your camera feed is not on the list of  your deleted inputs
  • If you have multiple cameras verify which one is selected for Face to Face mode (this will be your primary camera and it will be shown to your counterpart when you first establish a connection)
  • If external camera is available on your machine but it is not showing up on the menu in video selector please log out and log back into Reacts
  • For some devices it may take up to 5 min before the feed will appear in Reacts (especially when there are multiple devices hooked) 

 

  • In Reacts right click on camera thumbnail at the bottom part of the screen, choose Eject, unplug the camera, wait for 30 seconds and plug it back (for Windows 8 after Eject, unplug the camera, log out of Reacts, plug back the camera and log back into Reacts)
  • Right click on your camera input thumbnail and choose Video settings --> Camera Properties and verify the settings:

 

  

My counterpart do not see me

 4. If you see your camera feed(s) but your counterpart do not see you

  • Video connections/quality can be affected by the amount of bandwidth you have or the type of connection (land, wifi, 3G). Reacts require a minimum bandwidth of 0.5 Mbps. for the broadcast of a single video signal (2 Mbps optimal). For each additional camera added to a session, an additional 0.5 Mbps (minimal) to 1 Mbps (optimal) is required. Additional bandwidth is required when several functions are used at the same time (i.e. file transfer, screen sharing, etc.). In limited bandwidth situation, you should therefore try to limit the number of cameras connected and the number of concomitant functionalities used. Note that Reacts gives you the ability to manage bandwidth during the session (ie: you can hide your webcam(s) during a session to optimize bandwidth to other functionalities).
  • Try to switch between Face to Face and Session mode and see if your counterpart can see your camera feed(s), if your camera feed is visible in Session mode please to go Actions panel --> Settings then Audio/Video settings and verify which camera is selected for Face to Face mode
  • Right click on your camera thumbnail at the bottom of your screen and choose option Refresh

 

If the problem persists and everything is set up properly the problem could be with your counterpart settings- you may want to direct them to -"I do not see my counterpart" section below. 

 

I do not see my counterpart

 5. Your counterpart sees their camera feed(s) but you do not see them

  • Switch between Face to Face and Session mode
  • Right click on your counterpart's camera feed(s) at the top of the screen and choose option Refresh.

 

 If after following all the above steps you are still experiencing issue with sound or camera stream please contact our Technical Support

 

 

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