Troubleshooting Audio/Video issues with the RingCentral Events Mobile App (iOS)

  • Updated

If you experience an issue with Audio/Video or Microphone/Camera during an event using the RingCentral Events Mobile App for iOS/iPadOS follow the below tips to get you back up and running!

Troubleshooting Audio playback

If you can't hear audio from the Stage, Sessions, and Expo sections of an event, the first thing to check is to make sure your device volume is turned up. You can do that by using the physical volume buttons on the left side of your device as well as the volume settings in 'Control Center'.

Also, make sure your device is not on 'silent mode' either by using 'Control Center' or the physical 'Ring/Silent' switch on the left side.

Check out this guide from Apple for more info.

If using Bluetooth headphones with your device, make sure they are properly connected and their batteries are charged.

Troubleshooting Video playback

If you experience video playback issues it is most likely due to a poor internet connection.

To avoid problems we recommend using a good WiFi connection and try not to rely on slower 3G/4G mobile networks, however, 5G should work fine. Avoid using a free WiFi hotspot usually available in public places such as a cafe or airport, these networks are used by many people simultaneously and can result in poor playback. 

It could also be due to issues with TCP/UDP ports being blocked, for example, if you are connecting from a corporate network or from behind a firewall. See our Connectivity Settings guide for more info.

Troubleshooting Microphone and Camera issues

To be able to join a screen in the event, you need to make sure the RingCentral Events app has permission to use your device Camera and Microphone. You will be automatically prompted to allow the RingCentral Events app to access both the microphone and camera. This will allow you to join the meeting with both the camera and microphone.

If you don't get prompted to allow your camera or microphone, close the RingCentral Events app, then locate and launch the 'Settings' app on your device.

SettingsIcon.png

Type 'Events' in the search bar at the top of the screen, once found, click on the RingCentral Events app to open its settings panel.

Under 'ALLOW RingCentral Events TO ACCESS' make sure the Microphone and Camera are both turned on. They are both required for the app to function properly.

Below both microphone and camera are turned off and will not work.

Below is how the settings should look like for the camera and microphone to work as expected.

Once the settings are updated, launch the RingCentral Events app and try again.

 

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