How to Troubleshoot Issues with Virtual Classroom/Bongo

If you are experiencing any issues within a meeting, please try the following taken from the Bongo website:

Emergency Troubleshooting

Quick Checks

  • Reload the page.
  • Restart the Browser. (Do not select the option to “Restore all Tabs” when reopening the browser.)
  • Open the meeting in a different browser. The supported browsers are Chrome, Microsoft Edge (Chromium) and Firefox. Your Internet browser must be up-to-date (installed or updated within the last month).
  • Close all other tabs and windows out of your web browser, as well as any web conferencing windows like Google Hangouts, Skype etc.
  • Open the meeting in an Incognito or Private window.
  • Disconnect from any connected VPNs/wireless hotspots.
  • Try a different device, such as a phone, laptop, or tablet. To view our specific device compatibility with major features, click here.
  • Leave and rejoin the meeting.
  • Check your upload speed with this website’s service to ensure it meets the required bandwidth speed for your session. Please refer to this article when calculating the bandwidth needed for a Virtual Classroom meeting.

General Issues

Cannot Enter a Meeting

The Symptom:

A user can move past the Enter the meeting button, but gets stuck on a blank screen.

The Solution:

Receiving an "Internal Server Error" Message

The Symptom:

Users encounter an “Internal Server Error” message when trying to enter the meeting.

The Solution:

Kicked Out of a Meeting

The Symptom:

Users are randomly denied access to part of a meeting or kicked out entirely, without action on their part or the part of a moderator.

The Solution:

Usually, when a user is kicked, it is most likely due to the browser not being responsive for a period of time. To troubleshoot:

  • Reload the page.
  • Close and reopen the chat window.
  • Open an Incognito/Private browser tab.

Playback Issues

No Meeting Playback

The Symptom:

A user can’t find a meeting recording.

The Solution:

This can happen if the moderator forgets to tap the Record button. If you are sure you clicked Record, you can submit a support ticket with the following information, and we can investigate the issue further:

  • Meeting URL
  • Meeting name
  • Date/Time of session
  • Name of user who scheduled meeting
  • Instructor’s name

Processing Delay

The Symptom:

A meeting takes a long time to process.

The Solution:

  • Wait for 1-2x the meeting duration for the processing to complete, as this is the normal duration.
  • After waiting and your meeting still has not processed, please submit a support ticket and we can investigate further.

Poor Audio/Video Quality

The Symptom:

The audio or video playback quality is unexpectedly poor.

The Solution:

  • The recording quality will match the audio and video quality of the original meeting. If the quality was poor during the meeting itself, then you may want to investigate your network connection quality and speed for future meetings.
  • If the recorded meeting quality is significantly poorer than the quality experienced during the meeting, please submit a support ticket and we can investigate the issue further.

Missing Elements

The Symptom:

Parts of the meeting that should have been captured, such as a screen-share, webcam, or presentation, don’t appear in the recording playback.

The Solution:

Contact submit a support ticket and we will investigate the issue further. In your message, be sure to include the following:

  • Meeting URL
  • Meeting name
  • Date and time of session
  • Name of user who scheduled meeting
  • Instructor’s name

Recording Sync Issues

The Symptom:

At times, Virtual Classroom meetings may have the audio and video slightly out of sync during the live meeting due to network latency and congestion.

The Solution:

  • Experiment with alternative audio and video devices, such as wired headsets, microphones, and webcams. Bluetooth and wireless devices have been known to sometimes introduce a slight delay.

Webcam and Microphone Issues

Total Webcam Failure

The Symptom:

The webcam fails; you and/or other participants are unable to see your camera.

The Solution:

  • Make sure you are not sharing webcam in another app (Hangouts, Webex, etc) and close the apps if they are in use.
  • Use this website service to verify that your browser has permission to use webcam.  If you do not have permission, you will need to change the webcam permissions in FireFox (Options > Privacy & Security > Permissions > Camera) or Chrome (Settings > Advanced > Privacy & Security > Content Settings > Camera)
  • Try a different browser. We recommend ChromeMicrosoft Edge (Chromium) or Firefox.
  • Try using webcam in another application (Hangouts, Zoom, Webex, Skype, your computer’s camera, etc.) to verify that the webcam works.
  • If you see a popup message stating “ICE negotiation failed”, try turning off Windows firewall (on PCs), disconnecting any VPN connections, turning off virus network protection, and disabling extra browser plugins/extensions.
  • Check to see if your CPU is struggling to keep up with the webcam and other applications. Use Task Manager on PC and Activity Monitor on Mac to identify the applications and/or browser tabs that are using a high percentage of CPU, and close them down to reclaim CPU resources for you computer.

Poor Webcam Quality

The Symptom:

Other users say your webcam quality is poor.

The Solution:

  • Check your CPU usage on your computer, with Task Manager on a PC and Activity Monitor on a Mac. If it’s high, it may help to close some other applications and/or browser tabs.
  • Check your upload speed with this website’s service to ensure it meets the required bandwidth speed for your session. Please refer to this article when calculating the bandwidth needed for a Virtual Classroom meeting.

Total Microphone Failure

The Symptom:

  1. The Echo Test fails when you join the meeting space.
  2. Other participants cannot hear you.
  3. You see a popup message that says “ICE negotiation failed”.

The Solution:

  • Check for other apps that use the microphone (Google Hangouts, Webex, etc.) and close those apps if they are in use.
  • Use this website’s service to check that your browser has permission to use the microphone. If the browser doesn’t have permission, you need to change the microphone permissions in FireFox (Options > Privacy & Security > Permissions > Microphone) or Chrome (Settings > Advanced > Privacy & Security > Content Settings > Microphone)
  • Try a different browser. We recommend Chrome, Microsoft Edge (Chromium) or Firefox.
  • You may have multiple microphones connected to your computer, such as a built-in microphone on a laptop and a pair of headphones with an inline mic. The default microphone may not be the one Virtual Classroom is listening to, so check your browser for default settings. (in Chrome you change the default in Settings > Privacy and Security > Content settings > Microphone, in Firefox it’s Preferences > Privacy and Security > Permissions > Microphone).
  • Try selecting a different microphone in the menu in Bongo.
  • If you see the “ICE negotiation failed” message, try turning off Windows firewall (on PCs), disconnecting any VPN connections, turning off virus network protection, and disabling extra browser plugins/extensions.

Poor Audio Quality

The Symptom

Other participants report poor audio quality from your microphone.

The Solution:

  • Reposition the microphone closer to your face, as some microphones are directional and work better positioned in certain directions.
  • Connect using a different microphone if available.
  • Check your upload speed with this website’s service to ensure it meets the required bandwidth speed for your session. Please refer to this article when calculating the bandwidth needed for a Virtual Classroom meeting.

Can Videos be shown in Bongo?

An instructor should not play a video in a video conference, because even if the audio works (rarely), it will be laggy, delayed, and not match the video which will also likely be a slideshow.

It is recommended to post links to videos (either located in their course or on youtube or wherever) in the chat area and give students the time needed to go watch them on their own. Then the students come back and they discuss the video.

Administration and Presentation Issues

Screen Sharing Issues

The Symptom:

The Presenter in a Virtual Classroom meeting is unable to share their screen, or the meeting shares something different from what the user expects.

The Solution:

  • Ensure that popups are not enabled.
  • When using Google Chrome specifically, you have the option to share Application Window, Your Entire Screen or Chrome Tab. Please make sure to select the correct option for what you intend to share.

Issues with Receiving Screen Share

The Symptom:

A Viewer/Participant using Chrome in a Virtual Classroom sees spinning arrows or a black screen instead of the Presenter’s Screen Share.

The Solution:

  • Please disable hardware acceleration. (Settings > Advanced > System > Toggle “Use hardware acceleration when available”  – set toggle from blue to white).
  • If your network is not allowing for normal use of the screen-share function within Virtual Classroom, you have the option to force both the camera and screen-share traffic to use the TURN server withing the Virtual Classroom Settings.

Issue with Screen Share with Microsoft applications (PowerPoint etc.)

The Symptom:

Using hardware graphics acceleration within Microsoft products may cause your screen share to appear as a black screen to the Viewers (click here for more information).

The Solution:

Disable hardware graphics acceleration within the Microsoft products that you are sharing in Virtual Classroom.

  • Search ‘hardware graphics acceleration’ within your Microsoft application Help system to find the location for this setting.

Presentation Delay

The Symptom:

Presentation slides take longer than they should to progress from one to another.

The Solution:

  • If the presentation wasn’t originally uploaded as a PDF, try saving the presentation as a PDF (outside the meeting) and uploading the PDF version into the meeting. This solves the speed issue for most users.

Chat System Delay

The Symptom:

New chat messages don’t display in the chat log right away, or the chat log is slow to respond to scrolling.

The Solution: 

  • Close and reopen the chat window.
  • Refresh the page.

ICE Code Errors

Interactive Connectivity Establishment (ICE) codes are setup to advise of connectivity and infrastructure behaviour between the client and the Bongo Infrastructure. These codes will result in individual how-to articles for diagnosis.

1001: WebSocket disconnected

  • 1001: WebSocket disconnected – The WebSocket had connected successfully and has now disconnected.
  • Possible Causes:
    • Loss of internet connection
    • Backend server restart can cause this

 

1002: Could not make a WebSocket connection - The initial WebSocket connection was unsuccessful.

Possible Causes:

  • Firewall blocking WS protocol
  • The server is down or improperly configured

 

1003: Browser version not supported - Browser doesn’t implement the necessary WebRTC API methods.

Possible Causes:

  • Out of date browser

 

1004: Failure on call - The call was attempted, but failed.

Possible Causes:

 

1005: Call ended unexpectedly - The call was successful but ended without the user requesting to end the session.

Possible Causes:

  • Unknown; please retry connecting to Virtual Classroom.

 

1006: Call timed out - The library took too long to try and connect the call.

Possible Causes:

  • Previously caused by outdated Firefox on Mac.
  • Possibly client system performance related.

 

1007: ICE negotiation failed - The browser and Virtual Classroom server try to negotiate ports to use to stream the media and that negotiation failed.

Possible Causes:

  • NAT is blocking the connection
  • Firewall is blocking the UDP connection/ports

 

1008: Call transfer failed

Possible Causes:

  • A timeout while waiting for Virtual Classroom server to transfer from the echo test to the real conference.
  • This might be caused by a misconfiguration in the Virtual Classroom server, or there might be a media error and the DTMF command to transfer didn’t go through (In this case, the voice in the echo test probably did not work either.)
  • Retry connecting to Virtual Classroom

 

1009: Could not fetch Virtual Classroom server information

Possible Causes:

  • This indicates either a server-side bug (or you’re using an unsupported new client/old server combination), but could also happen due to a network interruption.

 

1010: ICE negotiation timeout

Possible Causes:

  • After the call is accepted the client’s browser and the server try and negotiate a path for the audio data.
  • In some network setups, this negotiation takes an abnormally long time to fail and this timeout is set to avoid the client getting stuck.