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Known Issues

Sending and receiving messages

Photos from text messages aren't downloading

An issue with MMS text messaging is preventing photos and other media from downloading on some devices using Android Lollipop (5.0) and Marshmallow (6.0). Try the steps below for a possible fix.

Tip: Make sure you have a strong signal from your carrier. MMS text messages require a cellular data connection.  They can't be received over Wi-Fi.

Set up a new text messaging app

If you don't already have another text messaging app on your device, download one from the Google Play Store, like Messenger.

  1. On your Android device, open the Hangouts app .
  2. At the top left, tap Menu .
  3. Tap Settings.
  4. Tap SMS.
  5. Tap SMS enabled.
  6. Tap the app you want as your new default text messaging app.
    • If nothing is listed, you don't have any other text messaging apps installed. Download one from the Google Play Store, like Messenger.
If you need more help, try updating Settings
  1. On your Android device, open Settings .
  2. Under the "Wireless & networks" section, tap More.
  3. Tap Cellular networks.
  4. Tap Access Point Names.
  5. Tap the option that is marked.
  6. Tap MMS Port.
  7. Type "80" and tap OK.
  8. At the top right, tap Options Options.
  9. Select Save.
  10. Turn off your device, and then turn it back on.
 

To check if these troubleshooting steps were successful: Open the conversation where you were previously having trouble. Touch the message that says Touch to download MMS message. The media should download.

Video calls

Issues with Hangouts on Windows 8

The standard Windows 8 mode doesn't allow web browsers to use plugins. To use Hangouts on Windows 8, choose one of the following solutions:

  • Use Chrome: Open Hangouts in Chrome, which doesn't require the Hangouts plugin.
  • Switch to desktop mode: Use your current browser in Windows 8's desktop mode, so the Hangouts plugin will work.

When you start a video call, allow Hangouts to access your computer's mic and camera.

Hangouts doesn’t support certain mics and cameras

Hangouts doesn't work with the following devices:

Cameras

  • Android: DroidCam
  • Windows: VideoPower Plus software for webcams, DroidCam
  • Mac OS X 10.6.7 or earlier: Logitech webcams (C310, C910, etc.)

Microphones

  • Tascam US-144

Audio Chipsets

  • Realtek ALC883 Audio Codec, Version 6.0.1.5413
  • Conexant 20585 SmartAudio HD

Third-party audio packages may cause Hangouts to crash

On Mac computers, the Hangouts plugin may crash from incompatibilities with third-party audio or video packages, such as Rogue Amoeba's Audio Hijack Pro or the 3ivx, Wirecast, Filter Suite, or QuickTime component.

Audio Hijack Pro

  1. Start Audio Hijack Pro.
  2. Under Menu, click Install Extras.
  3. In the "Instant On" section, click Instant On Preferences > Add icon +.
  4. Add the following line: "/Library/Application Support/Google/GoogleTalkPlugin.app".

3ivx component

Try uninstalling any 3ivx software.

Wirecast, Filter Suite, QuickTime or other components

You can get help and report crashes in the Hangouts help forum.

General known issues

"Something's not right" error message

Networks at businesses and schools sometimes are set to allow access only to certain domains, like "mail.google.com." This can prevent Hangouts from loading on your computer.

To use Hangouts while you're on a network with restricted access, you may need to ask your network administrator to whitelist the following domains:

  • apis.google.com
  • *.client-channel.google.com
  • clients6.google.com
  • clients4.google.com
  • talkgadget.google.com
  • accounts.google.com
  • googleapis.com

My contact is blocked in Hangouts

If you've blocked someone from contacting you on any other Google service, like Gmail, he or she will also be blocked from contacting you on Hangouts.

Remember, if you unblock someone in Hangouts, it will also unblock them in your other Google Account services.

Plug-in 1603 error message

In Microsoft Windows, if you see a 1603 error during installation, run the Program Install and Uninstall troubleshooter. After running the utility, upgrades and installations should work normally.

The Hangouts app disappeared from Chrome

If the Hangouts app has disappeared in your Chrome browser and the browser recently prompted you to reset settings, you may need to allow the Hangouts Chrome extension to use the app again:

  1. Go to the Chrome Web Store.
  2. At the top of the Hangouts page, click Enable this item.

Read the Chromium blog for more information.

Hangouts stopped working

If you're having trouble with the Hangouts app on your mobile device, check to see if there's an updated version of the app on Google Play or Apple iTunes. We recommend that you always use the latest version from Google Play or Apple iTunes.

You can also visit the Hangouts forum for help from other users.

Older Google+ app with Hangouts on Android device isn't working

If the Google+ app with Hangouts isn't working on your Android device, you may need to download the latest version of the Hangouts app from the Play Store.

The following Google+ app versions will no longer work with Hangouts: 

  • Google+ Android 3.2.0.35289806
  • Google+ Android 3.2.1.38148430
  • Google+ Android 3.2.2.38469528
  • Google+ Android 3.3.0.40049528
  • Google+ Android 3.3.1.40177215
  • Google+ Android 3.5.0.41809231
  • Google+ Android 3.5.1.42060433
  • Google+ Android 3.5.3.42448346
  • Google+ Android 3.6.0.44338848
  • Google+ Android 3.6.1.44747389

You can also visit the Hangouts forum for help from other users.

iOS app crashes after opening

If the Hangouts app on your iPhone won't open or crashes after you open it, try visiting the iTunes App Store and updating to the most recent version of the iOS app.
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