First, please check to see if you can pass this Vonage Connection Test.. The green checkmarks, red crosses and error messages can help pinpoint the exact issue in your case. Sometimes, it's possible to click on a red cross and/or error message and get specific advice from Vonage themselves.
If you got a red cross or an error message, but couldn't solve the issue through Vonage, please click one of the following descriptions that best describes what happened on the test:
- My webcam didn't show up at all when I took the test.
- My video is breaking up.
- I have too much Packet Loss
If you can pass that test ‘first time every time’, the issue is likely with your students’ connections (or an intermittent issue with your connection). As is normal, when one person on the call has a slow connection, Vonage - the video service provider Cambly uses - will stop the call from disconnecting by disabling one or two of the in-call video feeds.
If you suspect your students have connection issues, the best thing to do is to direct them to Student Support ("contact us" on the students' side). They're excellent and can resolve all sorts of matters nearly always in the students' native languages.
If your video feed is failing on many calls, this is likely due to interference and/or a connection issue on your end. In that case, please click here for general tips and tricks on how to improve your connection.
We really hope that helps solve your in-call video issue!