You don't have video or audio while you both successfully entered the meeting

If you entered the meeting and you encountered a blue screen, even though you can see that the guest has entered the meeting, there are a few things you can check.

1. Please check if the guest joined the meeting via:

• A Google Chrome browser

• A Microsoft Edge (Chromium) browser

• A Safari 11+ browser

• A Firefox browser

• Or a tablet or smartphone. (video meetings on an iOS device are supported on Safari, Chrome, Edge and Firefox. For iOS devices that run an iOS version older than 14.4, only Safari is supported). For Android they can join via most browsers, but we recommend the Chrome app.)

If the guest joins via another device or browser than mentioned above we, unfortunately, cannot guarantee a successful connection.

2. Check if the guest joined the meeting via a secure wifi network 

If the guest joins via a secure wifi network, for example, a company network, it may happen that due to company restrictions video meetings with 24sessions are not allowed. 

If this is the case please ask if the guest is able to join via a guest network, hotspot or mobile network.

3. Try refreshing the meeting on both sides

Sometimes, simply refreshing the meeting can solve this issue. You can do this by clicking the refresh icon at the bottom of the meeting screen. 

4. Step 1-3 did not resolve the issue?

Ask if the guest can join via a different device or ask the guest to dial-in