Here you'll find answers to the most common issues teachers experience while hosting Live Events, including audio dropping out, video quality problems, browser glitches, and difficulties joining a session. These troubleshooting steps will help you resolve most problems quickly and ensure your Live Events run smoothly.
Audio or Video Quality Is Poor
Issues like blurry video, lag, frozen screens, or muffled audio usually stem from device overload, browser issues, or an unstable internet connection.
Quick Fixes
- Restart your device at least 30–60 minutes before going live (this clears memory and resets audio/video drivers)
- Close all unnecessary programs or tabs—including Zoom, Google Meet, OBS, active downloads, and cloud sync tools
- Check your internet connection:
- Move closer to your router
- Ask others to pause heavy internet use during your event
- For the most stability, use an Ethernet cable instead of Wi-Fi
- Upload speed must be at least 7 Mbps
My Audio Suddenly Cut Out
Audio dropout can happen after a browser update, device update, or when another app takes control of your microphone. Try these steps:
Make Sure Your Microphone Is Recognized
Your browser and computer need to have microphone access enabled. Here's how to check:
For Windows:
- Open the Start menu and search for "microphone privacy settings."
- On the Microphone Privacy Settings page, switch the following 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 after making these changes
For macOS:
- Click the Apple menu and select System Settings
- Navigate to Privacy & Security > Privacy > Microphone
- In the list of apps, ensure that Google Chrome is checked
- Relaunch Google Chrome after enabling access
Additional Troubleshooting
- Refresh the page and open the Live Event in a new browser window
- Make sure you're using Chrome as your browser
- If you're using an external microphone, try unplugging and replugging it
- Ensure your computer's operating system is up to date
- If available, try using a different microphone
Teachers have found that opening the event in a new browser window often resolves audio issues immediately.
Browser Issues (Glitches, Freezing, Camera Not Working)
Many Live Event problems stem from browser caching, extensions, or outdated versions. Try these steps:
Update and Clear Your Browse
- Update your Chrome browser to the latest version
- Clear your browser cache
For Windows and macOS:
- Open Google Chrome
- Click the three dots (⋮) in the upper-right corner
- Select Settings
- In the sidebar, click Privacy and security
- Click Delete browsing data
- Go to the Advanced tab and set Time range to All time
- Ensure Cached images and files is checked (you can uncheck Browsing history and Cookies if you prefer)
- Click Delete data
- Close and relaunch Google Chrome
Perform a Hard Refresh
- Windows: Press Ctrl + Shift + R or Ctrl + F5 while on the webpage
- macOS: Press Command (⌘) + Shift + R while on the webpage
Try Incognito/Private Mode
This disables interfering browser extensions. To open Incognito Mode on Windows and macOS:
- Open Google Chrome
- Click the three dots (⋮) in the upper-right corner
- Select New Incognito Window
- A new window will open with a dark theme and an Incognito icon, indicating private browsing is active
I Closed My Live Event Tab and Can't Re-Enter
If you close your Live Event browser tab, the session ends on your end, and you cannot rejoin that same event. To prevent this:
- Keep your Live Event open in only one tab
- Avoid multitasking across multiple browser windows
- Restart your device before your event to prevent unexpected crashes
OBS or Streaming Software Is Causing Conflicts
If OBS or similar tools are installed but not actively in use, they may still interfere with microphone recognition, camera access, and overall system performance.
To Fix the Issue:
- Fully quit OBS
- If you're not actively using it, uninstall it
- Restart your computer before going live
Participants Say They Can't Hear or See Me
This issue could be on either end. Ask participants to try:
- Refreshing the page
- Restarting their device
- Closing other apps that might be using audio or video
To confirm everything works on your end, we recommend running a test event (see below).
How to Run a Test Event
Testing your setup before your session is one of the best ways to catch and fix issues before they affect your community members.
How to Create a Test Event
- Use this link to create a new event.
- Add "TEST" in the title and description, then share the link with a friend so they can view from the attendee's perspective
Recording Your Test Session
If you'd like your test session recorded, append ?record_test_event=1 to the end of your event link.
Example: https://teacher-staging.insighttimer.com/live/abc123/host?record_test_event=1
This helps you identify audio and video issues before your real event goes live.
Best Practices Before Every Live Event
To ensure a flawless session, follow this checklist:
- Restart your device
- Update your browser
- Clear cache
- Use Chrome (latest version)
- Close all other video or audio apps
- Test your microphone and camera
- Use a wired microphone if available
Still Experiencing Issues?
If problems continue, please fill out the form here or contact our teacher support team at publishers@insighttimer.com. Include as much detail as possible:
- Device type (e.g., MacBook Air 2020)
- Browser name and version
- Screenshots or recordings of the issue
- Date and approximate time of the event
The more information you provide, the faster we can help you get back on track.