Why are my video calls not working?

Trying these 6 quick ideas will solve most video call issues:

• Reload the page.
• Open an Incognito or Private browser window and try from there.
• Quit your browser application. Don’t just close it. Quit it entirely and reopen it.
• Switch to using a desktop or laptop computer, if you were on a phone or tablet.
• Try another browser. We recommend Google Chrome or Firefox. Try Safari if you’re on macOS, iOS, or iPadOS.
• Restart your computer. Most people don’t have to do this, but it can be a fast fix.

If others can’t see or hear you on a Monument video call, try the following:

• Confirm your volume is not set to zero. Try increasing your volume to see if that solves your audio issue. You can test out your audio by playing a video from a site such as youtube.com, or through this test site.
• Confirm that your browser permissions are granting Monument access to your microphone and camera.

Still not working? Don’t worry! Here are additional steps to try:

• Update your browser to the latest version.
• Ensure you have a good internet connection, preferably home internet / WiFi. You can test your connection on sites like speedtest.net or fast.com.
• Make sure you are not connected through a VPN network.
• Make sure you are not in a work environment that may have a firewall up preventing the call from starting.
• Test your audio and video connection here: https://tokbox.com/developer/tools/precall/ and share the results, preferably with a picture, to Monument support.

If you’re still experiencing issues, please reach out to Monument support at support@joinmonument.com. We’re here to help!