Trouble joining a live video meeting:

This is typically because the system can't find or connect to your camera or microphone.

  • Make sure you allow Smashcut to connect to your computer's camera and microphone. You can check that you have granted permission by clicking the lock icon next to the URL in the address bar while on nyu.smashcut.com

  • Quit and restart Chrome browser and try again.

  • If you have a camera that you can unplug, unplug it and plug it back in. Sometimes that will jumpstart the camera to communicate with the browser.

  • Restart your computer If none of the above have worked, you should restart your computer and try again.

Trouble with video playback in live video meetings

This is typically a bandwidth or network issue. Follow these steps to fix:

  • Restart your router: If you haven’t turned off your router for a while, now is the time. This could give your network the kickstart it needs to cure any glitches or bugs.

  • Use cable connections instead of Wi-Fi: Since everything is connected by Wi-Fi nowadays, packets are more likely to get lost. Using an Ethernet connection instead of Wi-Fi can help move things along. Don't have an ethernet cable? Get as close to your router as possible.

  • Quit applications that are using wifi

  • Update your software: Make sure you computer and Chrome browsers are fully up-to-date. An up-to-date operating system is less likely to have bugs, which inevitably leads to fewer opportunities for packet loss.

Dropping from meetings and having to rejoin

This is typically a network issue. It helps to restart your router and follow these steps:

  • Restart your router: This could give your network the kickstart it needs to cure any glitches or bugs especially if it's been a while since you turned it off and on again.

  • Use an ethernet cable instead of wifi: Since everything is connected via wifi nowadays, packets are more likely to get lost. Try using an ethernet cable instead of wifi to help move things along.

  • Don't have an ethernet cable? Get as close to your router as possible.

  • Quit applications and switch off devices that are using wifi

  • Update your software: Make sure you computer and Chrome browser are fully up-to-date. An up-to-date operating system is less likely to have bugs, which inevitably leads to fewer opportunities for packet loss.

Still having issues?

Contact Support via the Help Chat button on nyu.smashcut.com

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