This article covers potential solutions for when the video in a Viewabo session isn’t working as expected.
Expert Can't See Customer's Video
If you can't see your customer's video, try the following steps.
Customer Camera Permissions
Ensure your customer has approved Viewabo's request for camera access via their web browser. This can be adjusted in both the browser privacy settings and the phone's general settings.
Customer Opened Another App
If your customer leaves their browser while on a Viewabo session with you, the video will pause until they return to the app. It's best for your customer to stay throughout the session.
Refresh Browser Page
Refreshing the web page can often resolve video playback issues. Your customer can try clicking the Refresh button in their browser's URL bar or pulling down on the screen to refresh the browser and the Viewabo connection. You may temporarily lose connection, but it should be restored shortly.
Pixelated or Blurry Video
Strong Network Connection
A strong network is essential for clear video. Please ensure that both you and your customer have the best possible connection. This might mean closing other apps, moving closer to the WiFi router, switching to data, or having the customer stay as still as possible.
Note: When a customer loses connection, reconnecting the video can take up to a minute.
If the connection isn't the issue, there might be a problem with your customer's device or with Viewabo. Please contact support with the details, and we'll investigate as best as we can.