Most video call issues come down to browser permissions, browser choice, or internet connection. This guide walks you through how to prevent common problems before a session and what to try if something goes wrong during one.
Use the right browser
It's Complicated video calls are browser-based and built on WebRTC. Your browser choice makes a real difference to call quality and reliability:
- Chrome — recommended. Provides the best overall experience for WebRTC-based calls.
- Firefox — a solid alternative with good WebRTC stability and straightforward permission handling.
- Safari — works, but can be more restrictive with camera and microphone permissions, which occasionally causes issues.
- Other browsers — not recommended for video calls.
Before your session
A few quick checks before each session can prevent most issues:
- Check your browser permissions — make sure your browser has been granted access to your microphone and camera. In Chrome, click the lock icon in the address bar and check that both are set to "Allow". In Firefox and Safari, you'll find the same option in the address bar when you're on the It's Complicated site.
- Test your devices in the lobby — when you click Join call, you'll land in the lobby where you can select your microphone, camera, and speaker, and test your audio before entering. Use this every time.
- Check your internet connection — a stable connection makes a significant difference. If possible, use a wired connection or move closer to your router.
- Keep your browser up to date — outdated browsers can cause compatibility issues with WebRTC.
If something goes wrong during a call
Try these steps in order:
- Refresh the page — this resolves most temporary glitches without ending the session.
- Check your permissions — if you can't be heard or seen, your browser may have blocked microphone or camera access. Check the address bar for a blocked permissions icon and update accordingly.
- Use the in-call Help button — click Help in the bottom left of the call to run a device diagnostic. This checks your microphone, camera, and speakers without leaving the session.
- Try a different browser — if the issue persists, switching to Chrome often resolves it.
- Clear cookies and cached data — if you're seeing persistent errors on the It's Complicated site, clearing your browser cache can help.
- Log out and back in — if all else fails, restarting your session can fix underlying connection issues.
Reporting a problem
If the steps above don't resolve the issue, the fastest way to get help is to submit feedback immediately after ending the call using the feedback form shown on the post-call screen. This goes directly to our tech team with the technical details of your session already attached.
You can also reach us via the contact form. To help us investigate quickly, include:
- A description of the issue and any error messages you saw
- The browser and device you were using (e.g. Chrome on MacOS, Safari on iPhone)
- Whether your microphone and camera work in other applications
- Screenshots or a screen recording if possible