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How can I improve the quality of video calls? 1 Recommended Answer 35 Replies 162 Upvotes
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Using Zoom, Skype and Hangouts for video calls I'm getting messages about poor internet connection (though it seems ok for everything else).  The quality of video and my audio is also poor for the person(s) on the other end of the call with stuttering and freezing of the video.  When I connect to the same call on other devices, it works fine.

I checked the speed of my connection and the download and upload speeds were comparable for my other devices but the latency on my Chromebook was >1600ms (compared to 140ms on other devices).  We're new to chromebooks so looking for some help! (have done some searches but not found any advice that worked yet)

Help please!  Bought this chromebook so that I could do video calls for work whilst my husband uses the laptop for work.
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Hi Claire East,
 
Let's focus on Hangouts first, which I use all the time and which should be a better experience on a Chromebook, really. Be aware that it can take up to a couple of minutes for the connections of each participant to be optimised for video. 
 
The first thing to try is to fully power off and restart your Chromebook and router. 
 
In case an installed extension or cache issue is causing this, please try Reset Chrome settings to default:
https://support.google.com/chromebook/answer/3296214?hl=en
 
Dues the Chrome Connectivity Diagnostics app from the Web Store offer any clues?
 
Is the router dual band 2.4GHz & 5GHz? If so are you able to separate the SSIDs to test connecting separately?
 
Keep us posted.
 
- Mike
 
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Thanks for your reply.  I've tried restarting.  When I run the connectivity diagnostic check I get the following:

Hangouts connection appears partially degraded:
Unable to connect to the Hangouts media service on UDP ports 19302 to 19309

On my call today the quality of the connection seemed better but still getting the error above.

Apologies for my lack of technical knowledge!
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Hi Claire East,

You need to reach out to your network provider about this, really. You clearly have a router/networking issue there. It might be you are in need of a router upgrade. The provider-supplied ones occasionally be cheap and nasty in my experience and might need replacing with self-purchased decent ones.

However, nowadays I get away with just my phone's hotspot as I have disconnected the phone and broadband. That works brilliantly.

- Mike
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I am having the same problems that Claire described. I don't know how to use  my phone's hot spot on my chromebook. Also, you did not address issues using Zoom. I don't use hangouts nor do the organisations who are hosting the meetings I attend. Is there something that needs to be improved or something I can download to improve my output on Zoom on a chromebook? When I've used Messenger video there's no problem. I doubt my provider will upgrade my router since I'm only having this problem on my Chromebook and not on other devices, such as my phone, and only on Zoom. I've already emailed Zoom about this problem. No reply yet.
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Hi Harriet Kideckel,

Using your phone's hotspot as a test would be worthwhile - it simply appears as another 'WiFi' that you can join.
 
Zoom connections should work fine, as long as you have a good internet connection.
 
Please see if switching to Google DNS helps. Restarting your router might help too.
 
- Mike

 
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I am having the same issue. If I am next to the router its better but still freezes. I usually Zoom from a near by room. I can't get good enough signal on Chromebook. I am very frustrated with this and haven't found a solution. As I live in Anchorage Alaska its hard to get any after market service.
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I also have this same problem!!  It's so frustrating.  I can use Zoom and Meet on my iPhone without problems but my Chromebook is awful.  

I tried Mike's suggestion of using Chrome Connectivity Diagnostics but it all says everything is working fine.  

Looking for any and all suggestions.
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Hi User 4087133887195846613,

I use both without issues - over a phone's WiFi hotspot. Have you tried a hotspot as a test to identify where the issue lies?

- Mike
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I've tried to link to my phone but I'm not sure I'm doing it right.  Anyhow it didn't work I.e. didn't link up. I can use zoom and Skype on my android phone with home wifi - no problem. But on chromebook I get messages about heavy usage in CPU. I was told by one tech person that chromebooks can't handle zoom and Skype because those programs require a more powerful machine.
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Why?   Will I not get a reply?
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