24Sessions EN
  • account-set-up-settings
    • Account settings
    • Available languages
    • Logo size
    • Setting up co-browsing
    • Setting up custom backgrounds
    • Setting up the Outlook Add-in
    • Setting up the omnichannel widget
    • Testing 24sessions
  • availability-booking-forms
    • Adjust availability of someone else
    • Availability types
    • Connect your calendar to your 24sessions agenda
    • Edit your blocked slots in your availability page
  • emails-notifications
    • Dynamic Links
    • Dynamic Variables
    • Email Customization
  • faq
    • Add a guest to a scheduled meeting
    • Feature request or feedback?
    • Maximum number of attendees for a meeting
  • meeting-room
    • Backgrounds
    • Grid view
    • Image capture
    • Meeting room
    • Sharing your screen when you have a second screen
    • Video overlay
  • meeting-types
    • Add questions to a meeting type
    • Customize review questions per meeting type
    • Download recordings
    • Live now meetings
    • Setting up the Live Now beta
    • The difference between scheduling a meeting and getting booked by customers
    • Waiting room set-up
  • privacy-terms
    • Data Processing Agreement
    • GDPR compliance
    • How can I have my personal data that 24sessions stores removed?
    • How to obtain & access your personal data that 24sessions stores
    • Request to stop processing my personal data
  • product-library
    • Availability feature
    • Booking form functionality
    • Branded settings functionality
    • Co-browsing functionality
    • Custom domain functionality
    • Customer Experience Growth Model
    • Dial-in functionality
    • Email functionality
    • Live now functionality
    • Meeting types functionality
    • My Account functionality
    • Placeholders functionality
    • Recordings functionality
    • Report functionality
    • SMS functionality
    • User & Groups functionality
    • Waiting room functionality
  • product
    • 24sessions Dashboard
    • Account settings
    • Availability
    • Booking link
    • Co-browsing
    • Dynamic dashboard
    • Instant meeting
    • Language settings
    • Live Now Beta
    • Live now
    • Meeting details
    • Meetings overview
    • Omnichannel widget
    • Outlook add-in
    • Reports
    • Reschedule, cancel, add an additional guest, or assign a meeting to someone else
    • Schedule new meeting
    • Test a call in the testroom
  • technical-documentation
    • Supported Browsers
  • troubleshooting-articles
    • Dial-in
    • Most frequent issues
    • Meetingroom 2.0
    • The guest gets stuck in the media check
    • The sound drops during the meeting
    • You don't have video or audio while you both successfully entered the meeting
    • You're experiencing a bad internet connection
  • users-groups
    • Add a new user or group
    • Group management
    • User roles
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  1. troubleshooting-articles

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?

PreviousThe sound drops during the meetingNextYou're experiencing a bad internet connection

Last updated 1 year ago

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

dial-in