How Do I Solve Some Common Problems?

Guest is able to connect but no Video and Audio is received

1. Check to make sure the caller has a Webcam and Microphone plugged in and these have been selected in setup window

2. Check to verify SRT settings in your Rivet Account

Guest's Video or Audio is low quality

1. Rivet adapts to the available network conditions which may result in low quality video and audio if the callers network upload speed is lower than 2Mbps

2. Audio quality may also briefly drop to Telephone quality during periods of network congestion

3. If network congestion can be ruled out, try a different webcam.

‌Guest's Video or Audio is not smooth

1. During periods of network congestion, the received frame rate may drop as low as 1 frame per second.

2. The video frame rate may also lower in response to camera lighting or performance limits of the caller's computer or mobile device.

Audio Echo from Guest

1. Check to make sure the guest is using headphones/earphones instead of speakers to ensure the return audio is not feeding back through their microphone.

2. If speakers must be used (such as in a boardroom environment), the Microphone will need to be directional to ensure it is not picking up the speakers audio.

‌Guest dropped out, Video and Audio are no longer being received

1. This may occur if the internet connection is interrupted. 

High Latency

1. Rivet uses what is known as a Jitter Buffer which adds a variable amount of latency to each call to ensure smooth video and synchronized audio. This latency can range from approximately 200ms for guests on the same or nearby network to between 1 and 1.5 seconds for guests located on different continents or on congested networks.

2. Rivet will generally adapt to the worst case scenario, if a brief period of network congestion results in higher than expected latency during a call.