Testing your connection to Engagestream
Last updated: April 15, 2026
Before joining a live event or webcast, you can use the Connection Test page to verify that your browser, network, and devices are ready for the talkback (hand-raise) feature. This confirms that you’ll be able to raise your hand and join the event with live audio and video — which relies on a real-time (WebRTC) connection to Videosync. Running the test ahead of time helps you catch problems early, ideally before the event starts.
You only need to run this test if you’ll be using the talkback / hand-raise feature. Watching a webcast as a regular viewer does not require a real-time connection and works on a much wider range of networks.
How to run the test
- Open the connection test page.
- Click Run Test.
- When prompted, allow access to your microphone and camera. The test needs these to measure real call quality — your video is not recorded, viewed, or stored.
- Wait for all checks to complete (usually under a minute).
- At the end, you’ll see either “All checks passed!” or “Some checks need attention” along with details for each check.
What each check means
Browser
Verifies you’re using a supported browser.
Supported: Latest versions of Chrome, Firefox, Safari, and Edge.
If this fails: Switch to one of the supported browsers and make sure it’s up to date.
Browser compatibility (WebRTC)
Confirms your browser supports WebRTC, the technology used for real-time audio and video.
If this fails: Update your browser to the latest version. If you’re on a work device, your IT team may have disabled WebRTC — contact them.
Microphone
Checks whether the browser has permission to access your microphone.
If this fails (Denied): Click the lock/permissions icon in your browser’s address bar and allow microphone access, then reload the page. See the on-page “How to fix this” link for step-by-step instructions per browser.
Camera
Checks whether the browser has permission to access your camera.
If this fails (Denied): Same as above — enable camera access in your browser’s site permissions and reload.
If another application (Zoom, Teams, Google Meet, etc.) is using your camera or mic, close it and try again.
WebRTC connectivity
Tests whether your network allows the media connections Videosync needs (STUN/TURN).
If this fails: Your firewall or VPN is likely blocking required ports. See the Firewall / VPN configuration guide linked on the page, or share it with your IT team.
WebSocket
Checks the signaling connection to Videosync’s regional servers. You may see results broken down by region (Passed / Failed / Aborted).
If some regions fail: This is usually fine — the event will use a working region. If all regions fail, your network is blocking WebSocket connections. Check your firewall/VPN or try a different network.
Call quality
An end-to-end test of actual audio and video performance on your connection.
Possible results:
- Good — Your connection can comfortably handle live video.
- Warning — The connection works but may have quality issues under load.
- Bad / Failed — Significant problems detected. Expect choppy audio or video.
If this fails or warns:
- Switch from WiFi to a wired (Ethernet) connection if possible.
- Move closer to your WiFi router.
- Close other applications using bandwidth (streaming, cloud backups, large downloads).
- Disconnect from your VPN if you’re using one.
- Try a different network (e.g., mobile hotspot) to isolate whether the issue is your network.
Common issues
I clicked Deny on the camera/mic prompt by mistake
Click the lock or permissions icon in your browser’s address bar, change camera and microphone to Allow, and reload the page.
The test is stuck on “Testing…”
Reload the page and run it again. If it keeps getting stuck on the same check, note which one and contact support.
Everything passes but my event still has problems
The connection test runs at a single moment in time. Network conditions change — especially on WiFi, shared office networks, or VPNs. If you’re experiencing issues during a live event, try the tips under Call quality above.
I’m on a corporate network and multiple checks fail
Your organization’s firewall or proxy is likely the cause. Share the Firewall / VPN configuration guide with your IT team — it lists the domains and ports Videosync needs.
Still having trouble?
If the test passes but you’re still having problems, or if you can’t resolve a failing check, contact Videosync support and include:
- A screenshot of the test results
- Your browser and operating system (e.g., Chrome 130 on Windows 11)
- Your network type (home WiFi, office network, VPN, mobile hotspot)
This helps us diagnose the issue quickly.
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