Troubleshoot Hangouts on computer and mobile

Use the following steps to troubleshoot Hangouts, gather information, and submit a Hangouts case.

Step 1: Describe the issue

  1. Provide a description of the issue (echo, poor video quality, connection issue, and so on) from the affected user.
  2. Isolate the Hangout issue, if possible.
    1. Isolate the person who is actually having the problem, especially in a multiperson Hangout.
    2. Check the client machine configuration.
    3. Check the local network infrastructure.
    4. Check if there is a Google Account issue.
  3. Continue to the following steps to verify this information.

Step 2: Collect client hardware info

  1. Collect the client hardware type; specifically, the computer or mobile platform.  
  2. If a computer is used, collect the processor type (CPU type, # of CPUs).

Step 3: Collect client software info

  • Computer—Collect operating system and browser version (browser info tool).
  • Mobile—Collect the app version and platform (Android or iOS®).

Step 4: Collect user information

Note the affected participants email addresses.
If using a Chrome device for meetings in a meeting room, collect the serial number and the domain name registered to the device.

Step 5: Collect Hangouts meeting information

Collect the date, time, and time zone for the issue.

Step 6: Verify the client and network configurations

  1. Verify the client and network infrastructure configurations.
  2. Collect network logs for the video call client using the Chrome Connectivity Diagnostics App

Verify network connection

Use this tool to collect the HTTP headers to troubleshoot where the page is failing to load (HTTP Server Error Codes).

Verify the browser settings

Hangouts Meet

  1. Click Settings Settings.
  2. Click General.
  3. Choose the setting you want to change or view for the Camera, Microphone, and Speakers.
  4. You can also use this web-based tool to verify WebRTC settings.

Classic Hangouts

  1. At the top right of your video meeting window, click Settings Settings.
  2. Choose the setting you want to change or view for the Camera, Microphone, and Speakers.
  3. You can also use this web-based tool to verify WebRTC settings.

Verify client CPU utilization

Check the task manager or activity monitor on the operating system to ensure that the Chrome process is not utilizing the CPU at 100% (or close to 100%).

Verify client network connection

Verify Google connectivity using the Chrome Connectivity Diagnostics App

This app tests DNS resolution, network latency, and network connection.

Step 7: Hangouts client logs

Collect Hangouts call log after the call

Complete the following procedure to capture Hangouts call logs from a Chrome browser.

Tip: For other operating systems, see Capture logs for Google Hangouts.

  1. If you’re using just the Chrome browser, restart the browser and reproduce the Hangouts issue.
  2. To retrieve the Chrome native logs, open a Chrome browser tab and enter chrome://webrtc-logs.
  3. Download the logs based on the date and time of the problematic call.
  4. To retrieve the Hangouts call logs, open a new Chrome browser tab and enter filesystem:
  5. Click the relevant log that corresponds to the meeting and save the log to a text file.
    Note: Hangouts calls have 2 logs in a pair; 1 is "Chrome native log", the other is "Call log" (or JS log). We need the pair of logs with the same timestamp.
  6. Upload the .gz and .log files to the support case.

(Recommended) Ask users to send call logs during the video meeting

You can also automatically send the Hangouts call log while in a video meeting.
Add a summary of the description and unique identifer (email address of the user) in the notes so we can locate this in our server logs. However, we prefer to capture the logs manually from the client as this can be reviewed by your partner support team (if applicable).
  • Meet—See See Report a problem
  • Classic Hangouts— Next to the small green text at the bottom of the Hangout, click ?  to launch a menu and click Send feedback. This is also a suggested option for Hangouts issues on mobile devices.
Was this helpful?
How can we improve it?