I'm in an EyeSight call, but...

1. If don't see any video

  • Do you have a camera?
  • Does your call partner have a camera?
  • Are both cameras working?
  • Are you in low-bandwidth mode?
    • In low bandwidth mode, your call may switch to audio and snapshots only

 

2. I don't hear any audio

  • Do you have a microphone?
  • Does your call partner have a microphone?
  • Are both microphones working?
  • Is either party muted?
  • Do you both have your volume up?
  • Is another application using your computer audio? 

 

3. The call is frozen

  • Make sure you are inside the video feed and not a snapshot
  • Video may temporarily freeze during periods of low connectivity and resume when strong connectivity is re-established

 

4. The call quality is very poor 

  • You or your partner may be experiencing poor connectivity
    • Users on wifi should move closer to a wifi access point
    • Users on cellular data should move into an area of stronger signal
    • Note: poor connectivity can affect many call features such as snapshots and image uploads as well
      • Low bandwidth mode is another option for these scenarios. It should be enabled before the call.

 

4. I cannot take a snapshot 

  • Confirm whether the snapshot is very slow (due to low connectivity) or truly not happening at all
  • Note that a snapshot is only sent to your partner after it has been annotated and note that a snapshot is only sent once you lift your finger
  • If snapshots are not working at all - please click "Request Help" above in the upper right corner or e-mail support@pristine.io

 

5. I cannot upload an image

  • Confirm whether the upload is very slow (due to low connectivity) or truly not happening at all
  • If uploads are not working at all - please click "Request Help" above in the upper right corner or e-mail support@pristine.io

 

6. I'm drawing an annotation on a snapshot but my partner cannot see it

    1. Check to make sure you are both looking at the same snapshot
    2. Note that a snapshot is only sent once you lift your finger
    3. Annotation thickness and color may be more difficult to see on different screens - try a different color and making thicker lines

 

If your issue is still not resolved, please click the "Request Help" link in the upper right of the page or send a detailed description of the issue to support@pristine.io

Have more questions? Submit a request

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