Most live event issues can be resolved quickly. Work through the relevant section below, and if you're still stuck, please reach out to our team.
Poor Audio or Video Quality
Usually caused by device overload, browser issues, or an unstable internet connection.
- Restart your device at least 30–60 minutes before going live.
- Close all unnecessary programs and tabs - including Zoom, OBS, active downloads, and cloud sync tools.
- Move closer to your router or switch to a wired Ethernet connection.
- Ask others on your network to pause heavy internet use during your event.
- Confirm your upload speed is at least 7 Mbps.
Audio Has Cut Out
Audio dropout can happen after a browser or device update, or if another app takes control of your microphone.
Check microphone permissions:
Windows:
- Open the Start menu and search for “microphone privacy settings.”
- Ensure the following are switched ON: Allow access to the microphone on this device; Allow apps to access your microphone; Allow desktop apps to access your microphone.
- Relaunch Google Chrome.
macOS:
- Click the Apple menu > System Settings.
- Navigate to Privacy & Security > Microphone.
- Ensure Google Chrome is checked.
- Relaunch Google Chrome.
Other steps to try:
- Refresh the page and open your live event in a new browser window.
- Confirm you're using Chrome.
- If using an external microphone, try unplugging and replugging it.
- Ensure your operating system is up to date.
- Try a different microphone if one is available.
Browser Issues (Glitches, Freezing, Camera Not Working)
Update Chrome and clear your cache:
- Click the three dots (⋮) in the top right corner of Chrome.
- Go to Settings > Privacy and security > Delete browsing data.
- Under the Advanced tab, set Time range to All time and ensure Cached images and files is checked.
- Click Delete data, then close and relaunch Chrome.
Hard refresh:
- Windows: Ctrl + Shift + R or Ctrl + F5
- macOS: Command (⌘) + Shift + R
Try Incognito Mode to disable extensions that may be interfering:
- Click the three dots (⋮) > New Incognito Window and try your event from there.
I Closed My Live Event Tab
If you close your Live Event browser tab, the session ends on your end and cannot be rejoined. To prevent this:
- Keep your Live Event open in only one tab.
- Avoid multitasking across multiple browser windows during your session.
- Restart your device before your event to reduce the chance of unexpected crashes.
OBS Is Causing Conflicts
If OBS is installed but not actively in use, it can interfere with microphone recognition and camera access.
- Fully quit OBS before going live.
- If you're not using it, consider uninstalling it temporarily.
- Restart your computer after quitting OBS.
Attendees Can't Hear or See Me
Ask attendees in the chat to try refreshing the page, restarting their device, and closing other apps using audio or video. To confirm everything is working on your end, try opening your livestream from a different browser window. Be sure to close that window after you've completed your check.
Still Experiencing Issues?
Fill out our technical issue form or email our teacher support team at publishers@insighttimer.com. Please include:
- Your device type (e.g. MacBook Air 2020)
- Browser name and version
- Screenshots or recordings of the issue
- Date and approximate time of the event