Resolving Video Quality Issues (iPhone or iPad)

There are a number of factors that can affect the video quality in a videoconference. For example, if the video is choppy, flickering, or the other person’s actions appear blurred. Review the lists below to understand some of the more common issues and how you can resolve them.

Your internet connection or wi-fi quality might cause issues

• Test your internet connection using a third party tool (e.g., speedsmart.net, fast.com ).
• If the videoconference is trying to use more bandwidth than your connection allows, there might be video issues. Check your bandwidth usage and if necessary change the maximum usage.
• Check your Wi-Fi signal. An poor signal, can affect the video quality.
• Avoid sharing a connection another computer that’s streaming video or file downloading.

Ensure that your device is not using “low power mode” and that your device battery is fully charged.

Some mobile devices have the option of using a “low power” mode (also called, “battery saver mode” or “power saving mode”). When turned on, this can slow the device and affect some apps. Or if your battery is low, the video visit might disconnect while in a call or might not be able to start.

For best performance during a videoconference, turn OFF low power mode – before starting the call.

See Apple Help and instructions about low power mode.

Your device might be doing too may things at once.

Your device might have apps running in the background that use up its processing power and/or bandwidth. To free-up your device, close all applications except those needed for your video visit.

You cannot see your self-view

If you cannot see your self-image, the issue might be your camera.

• Ensure that the camera is on and not set to “privacy mode”.
• Make sure that no other app is using the camera. Like any camera, it can only be used by one app at a time.

If the video is dull or dark, it might be because there is not enough light

• Good lighting is important for a good quality videoconference.
• Use a desk lamp to enhance overhead lighting. The extra light helps to lessen shadows and smooth skin tones.
• Avoid sitting where there is a bright light behind you. For example, do not sit in front of a window.
• For best results, the light source should originate from behind the webcam and shine on your face.