- Issues
During the use of video meetings, you may encounter abnormal situations with the video. When you encounter video issues such as video lagging, video blurring, video not displaying, or video scrambling, you can refer to the methods in this article for solutions.
Find the corresponding solutions according to your issue:
- Lagging or freezing video
- Participants' videos may freeze, especially when more dynamic content is displayed.
- Blurry video
- Some participants' videos may become blurry or pixelated due to low picture resolution.
- No video
- Despite your camera being turned on, you can't see your video. Or you cannot see another participant's video although their camera is on.
- Garbled video
- Some participants' videos are garbled or distorted.
- Solutions
Issue 1: Lagging or freezing video
Poor device or local networks lead to low video frame rates, which is the number of images displayed per second.
Solution
- Switch meeting performance mode.
- During a meeting, click the More icon from the bottom toolbar, and click Settings > General. Select Power-saving (low video quality) or Audio and shared content only for Performance mode.
- Check your network. During a meeting, close other apps that consume bandwidth, or try switching to another network. After the meeting, we recommend taking a network speed test. The following numbers help ensure good video meeting experiences:
- Download bandwidth is above 2 Mbps.
- Ping and jitter time doesn't exceed 50 ms each.
- Packet loss doesn't exceed 5%.
- Check device memory. When the load on the RAM or CPU is nearly full (for example, the device feels hot), you can try to close other apps that consume too much data.
Issue 2: Blurry video
If the network is poor, video meetings will prioritize audio quality over video clarity.
Solution
- Switch the meeting layouts. If the video meeting becomes blurry while on Gallery view, switch to Thumbnail view or Speaker view.
- Check your network. If all other participants in the video meeting appear blurry, try closing other apps that consume data, or switch to another network. If the video of only one participant is blurry, remind the participant to check whether their local network condition is good.
Issue 3: No video
This can be either your device or the other participants' devices depending on who's video is missing.
Solution
- If you cannot see another participant's video although their camera is on.
- If you can hear their audio, check whether their camera is functioning normally, or whether it's being used by another app. If the other party's camera device cannot be used normally, suggest that they try to reinstall the latest driver.
- If you can't hear them, ask them to leave and re-enter the meeting, or switch their network.
- If you have turned on the camera, but your video is not displayed.
- It may be because you are using a virtual camera on your device. Click the ^ Expand icon to the right of the Camera icon in the meeting bottom toolbar and try to switch the camera device to see whether the video screen is displayed normally.
Issue 4: Garbled video
In case of poor network or abnormal behavior of software, video data cannot be properly encoded and decoded, which leads to scrambled video.
Solution
- Update your Lark app to the latest version, or download the latest version of Lark from the official website.
- Check your network. During a meeting, close other apps that consume bandwidth, or try switching to another network. After the meeting, we recommend taking a network speed test. The following numbers help ensure good video meeting experiences:
- Download bandwidth is above 2 Mbps.
- Ping and jitter time doesn't exceed 50 ms each.
- Packet loss doesn't exceed 5%.
Contact us
If the methods in this article cannot solve your problem, please click the button below to contact Support.