Troubleshooting 🎯

trember is based on browser technology that allows your guests to join an event or a video call from any device without downloading any program or application.

On the other hand, browsers have it's own technological downsides, that have to be checked before the event.

What if my camera or microphone is not working

There are a few most common issues that could happen to your microphone and camera access:
πŸͺ§ Another program that has a priority over trember is using or recently used your camera or mic;
πŸ”’ There are some restrictive settings in your browser / operation system that were set by you or by an administrator of your operation system (if you are using a corporate deice) or by a program, for example antivirus or add-on;
🚫 Firewall or VPN restrictions.


The first few things that you can try or recommend to do to your guests in order to fix quickly and to understand the issue better is to:

After you identified the source of the issue, or if there is no possibility to change to another browser / device / network, please check the following:
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1. Browser restrictions.
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- Check if access to camera / mic is given on a browser level. You can find camera and mic permission settings in Settings / Preferences of your browser menu. Detailed instructions are here:Β Google Chrome, Microsoft Edge, Opera, Firefox. After you allowed camera and mic access to trember, you need to reload your browser to make it work.
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- Check if there is no other program that took access to your camera and mic. Access can be still hold even after you stopped the program. To get your camera and mic back, clean-up browser cache. Here are the instructions for Chrome, Safari, Firefox, Opera and Microsoft Edge.
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- Check if there are no add-ons that is blocking access to your camera / mic. Try to open trember in incognito mode where add-ons are usually not working.
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2. Device restrictions. If camera and microphone are working in general on your device but not for a video call at trember, you need to check settings of your OS: Windows, macOS.
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3. Firewall restrictions. Please, open / ask your IT department to open ports to accept trember traffic. If the problem still occurs, please, let us know – we will provide you tools for additional diagnostics.
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What if I can't hear and see other people / screensharing

In 99% of cases, this particular problem is caused by Firewall / VPN restrictions. Please, contact us for further diagnostics via info@trember.com

Poor quality of video / lagging sound / video or screen freezing

Quality of your video and video of other participants and performance of trember in general depends on the internet connection and network parameters. We use the technology called Web-RTC that requires standard internet connection characteristics:
- As for majority of other video solutions, 10 Mb/sec is minimum for stable connection, 30 Mb/sec is perfect. Check your bandwidth here. We recommend to test trember even if your bandwidth is lower because connection depends on many factors.
- Your latency should be less than 100 ms on your network optimal, 400 ms maximum (issues might occur). You can check your latency by running a ping test.
- Open up your Firewall settings: port 443 for outgoing traffic for both TCP and UDP. You can check if it opened for trember.me here. Outgoing traffic should preferably be direct (not sent via a proxy).
- To avoid issues, please don't use VPN while using trember unless you absolutely have to; in this case, please test it with us.
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Please, also note that some devices (especially, mobile ones)Β and outdated browser version might negatively affect performance of video calls and lead to freezing of video or of the whole room.

Also, all media in the room should not exceed 1 Mb for better stability. 3 Mb is absolute maximum, we do not recommend to exceed it.

White Screen

trember can be blocked by some extensions that are installed on your browser.
If you see a white list instead of a trember room, please, check the following:
- You have a Google Translate extension switched off;
- You whitelisted trember for your ads' blocker if any, like uBlock or Ghostery. ‍

Interested in learning how to run engaging, entertaining, and intuitive digital events? Book a demo and speak with one of our experts.