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Login: Why can't I connect to the web conference / why can't I send audio/video?

Often this error pattern is also associated with error message 1007.

  1. Try a different web browser. We currently recommend using the Chrome or Firefox web browsers, as these currently work most reliably. Safari under OS X often reports connection or authorisation problems.
  2. Check in the browser whether access to your microphone / your webcam is permitted: Click on the lock icon to the left of the address line, here you can check and grant permission if necessary.
  3. Please make sure that no application tries to access the camera/microphone/headset/speaker in parallel. Please close these applications and do not operate comparable services in parallel in other browsers that access the camera/microphone/speaker/headset.
  4. Switch off ad blockers and content filters in your browser.
  5. Deactivate possible VPN connections and try again.
  6. Check your firewall settings on the PC/laptop. This must not block the following ports: TCP/IP ports 80/443 (for HTTP/HTTPS) and UDP ports in the range 16384 - 32768 (Further information).
  7. If the problem exists on a workstation computer in the JLU network, contact the Helpdesk of the HRZ. As a workaround, you can also connect your laptop or tablet to the "eduroam" WLAN networks - if reception is good enough - and test whether it works better via WLAN.
  8. If the problem is on your private internet connection: If the problem on your devices only occurs via LAN/WLAN, but not via mobile radio (e.g. on your smartphone or on your PC/laptop via the smartphone hotspot), there may be a problem with your network configuration. In some cases, it helps to reset the router to factory settings.
  9. If the problem persists, please perform the following tests:

Please take screenshots of the results of both tests and send them by e-mail to support. Please include your user ID and a specific description of the problem as well as the following information:

(a) Physical network connection (e.g. Ethernet, WLAN, DSL, cable connection, LTE),

(b) Virtual network connection (e.g. VPN yes/no),

(c) Operating system (e.g. Windows 10, Ubuntu 18.04, Debian 10, OS X, Android 8),

(d) web browser (e.g. Chrome, Chromium, Firefox, Edge, Internet Explorer, Safari), and

(e) your telephone number where we can reach you.