Troubleshoot your Meet network
After you set up your network and start using Hangouts Meet, use the following information to help with audio and video quality and connecting to meetings.
Troubleshoot audio and video quality
- Run the network latency analytics tool.
- Ping the Hangouts Meet media front-end server for at least 4 hours.
> ping lens.l.google.com
PING lens.l.google.com (188.8.131.52): 56 data bytes
64 bytes from 184.108.40.206: icmp_seq=0 ttl=47 time=25.424 ms
64 bytes from 220.127.116.11: icmp_seq=1 ttl=47 time=25.271 ms
64 bytes from 18.104.22.168: icmp_seq=2 ttl=47 time=26.262 ms
64 bytes from 22.214.171.124: icmp_seq=3 ttl=47 time=26.085 ms
64 bytes from 126.96.36.199: icmp_seq=4 ttl=47 time=26.219 ms
Make sure your latency is consistent at 100 ms or less. Don't average the values because it can hide spikes and intermediate latency problems.
If your latency is not 100 ms or less, use the traceroute utility to print out the network path from your current machine to the Meet media front-end. This path should be as short as possible, for example:
> traceroute lens.l.google.com
- Run a test meeting.
- Use a test tool to help identify bottlenecks. For details, see the WebRTC Troubleshooter.
Check users' computer and mobile device peripherals
- In the user's Meet settings, make sure the correct microphone and speaker is selected. For details, see Change your computer's camera, microphone, or speakers.
- If the user is on a Mac, go to System Preferences Sound Input and uncheck the Use ambient noise reduction box.
Troubleshoot the speakermic
- If you're using a Chromebox for meetings, use a speakermic for the best audio.
- Place the speakermic close to meeting participants and in their direct line of sight.
For more details, see the Meet speakermic Quick Start Guide.
Review custom camera or microphone setups
- Do not use the camera's microphone for optimum echo cancellation.
- Make sure that the microphone and speaker volume and gain are set correctly. Too much gain or sensitivity can cause an echo or audio stuttering.
- Make sure that the microphone and loudspeaker are connected to the same audio clock (soundcard or DSP/mixer) and that no other non-linear blocks are in the signal path (for example, no TV processing or extra mixers).
Tip: If you're on a computer, use a headset to help with audio quality. Headsets can isolate background noise and prevent audio leakage.
Check for network issues
If the audio drops for a long period of time, an unstable network might be the problem. Narrow down the issue as much as possible, such as to a location or network segment. Then, consider the following possibilities:
- If you're using a Bluetooth® headset, charge the headset before starting a call.
- If the problem goes away when participants mute themselves, it's likely an issue with the audio peripherals. See Check users' computer and mobile device peripherals (above).
- Make sure that the microphone or speaker is not muted. If Audio next to the person's profile image is not moving, Meet is not receiving audio from that user.
If a user is muted, you'll see Mute on next to their profile image.
- Make sure the microphone or speaker is not muted on their device, such as in the system settings or through a mute button.
- Check that the correct microphone and speaker are selected in the Meet settings. If a wireless headset is selected as a peripheral but is not used during a meeting, it can give the impression that audio is not working.
- Check that the speaker volume is not muted. Do you hear anything when More next to the participant's image is moving?
- On computers using Apple® macOS® Mojave version 10.14 or later, you must allow Chrome Browser and Mozilla® Firefox® to access your computer's microphone using the new privacy settings. Otherwise, Meet will not include audio from your device.
To allow access to your computer's microphone:
- Go to System Preferences Security & Privacy.
- Select Privacy Microphone.
- Next to Google Chrome or Firefox, check the box.
- Make sure that the sender and receiver devices have enough CPU power and memory.
- Narrow down the issue as much as possible, such as to a location or network segment.
- Identify if the issue is on the sender or receiver side. For example, if all viewers are receiving poor video quality from the same participant, then it's likely to be a sender-side issue.
- Check the following possibilities for sender-side or receiver-side issues.
Troubleshoot sender-side issues
- In the user's Meet settings, check that the Send resolution (maximum) is set to High definition (720p). To find the settings, see Adjust your video quality.
- Make sure the correct camera is selected. For details, see Change your computer's camera, microphone, or speakers.
- Make sure the camera meets your video-quality requirements.
- Verify that the camera is working correctly by running a test meeting in a controlled environment.
- Check that the user's device has sufficient CPU power and memory.
- Measure the bandwidth and latency in your network to verify they meet the requirements. For details, see Prepare your network.
Troubleshoot receiver-side issues
- In the user's Meet settings, check that Receive resolution (maximum) is set to High definition (720p). To find the settings, see Adjust your video quality.
- If the video freezes for a long period of time, an unstable network (such as Wi-Fi dropping) might be the issue. For details on network requirements, see Prepare your network.
- At the receiver’s location, measure the bandwidth and latency in your network to verify they meet the requirements. For details, see Prepare your network.
Troubleshoot connecting to Meet
Make sure the user:
- Is on an supported browser. For details, see Which browsers work with Meet?
- Entered the correct meeting code or clicked the correct link.
- Is invited to the meeting. Users cannot join anonymously. Learn more about adding meeting participants.
If the above fixes don't help, make sure the meeting owner's account is current and not deactivated.
Users can be dropped from meetings due to: