Troubleshoot issues with Hangouts Meet

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See if Meet is experiencing issues

Check the G Suite Status Dashboard

To see if Meet is experiencing issues, go to the G Suite Status Dashboard.

  • Green icon—Meet is operating normally. Try the troubleshooting tips in this article to resolve issues.
  • Yellow or red icon—Meet is experiencing issues or is unavailable. For ways to communicate until normal operation is restored, see workarounds for known issues.

Video or audio quality

Use the right peripherals

If video is blurred or choppy, try the following:  

  • Use a wired headset with a microphone for the best results.
  • Make sure Meet is using the correct cameras, microphone and speakers. For example, even if you are wearing a headset, Meet could actually be using the built-in microphone.
  • Disconnect external monitors, which can use excessive processing power.
  • Make sure your bluetooth headsets work with high quality audio applications such as Meet. Some bluetooth headsets work well for normal audio calls but perform poorly with Meet.
  • Update your headset or camera to the latest firmware.
Turn off the video or join by phone or mobile app

If your computer is old or network performance is poor, join the meeting without video or switch to a different device.

Close other browser tabs and apps

Active browser tabs and other applications can slow down your computer, leading to poor video quality.

  1. Close non-essential browser tabs (especially if you have many tabs open).
    1. Active browser tabs can use up processing power needed for video calls.
    2. For example, if you use Chrome, use the Task manager to identify how much processor and memory is used by each tab.
  2. Close or pause other apps that may be using up your computer’s CPU or RAM.
  3. Make the Meet window smaller and make sure that tabs or windows are not visible.
Deactivate VPN software

Your computer or smartphone normally connects directly to Meet. A VPN routes traffic through an additional network location and may delay video transmission to and from your Meet meeting.

  • Temporarily deactivate your VPN and reconnect to the Meet video meeting.
  • If video quality improves, complete the call without VPN.
  • Remember to deactivate the VPN when connecting to future Meet video meetings.
  • Ask your IT or VPN service provider to change your VPN configuration to allow Meet traffic to bypass the VPN. They may need to obtain information on the outbound ports, whitelisted URIs, and IP ranges for Meet. Refer them to the Prepare your network for Meet.
Disable antivirus, firewall, or other security software

Software that inspects or alters Meet traffic before it reaches the video meeting can cause poor video quality.

Review the options that allow the Chrome browser and Meet traffic to operate without interference.

Improve your Wi-Fi or network performance

Bandwidth issues are a major cause of poor video quality. Even if your video and audio seem fine, other meeting participants may have trouble hearing you or seeing you. Try the following to improve your bandwidth issues:

  • Run an Internet speed test to ensure you have sufficient bandwidth and low latency. Observe the bandwidth and latency over time to make sure you have a stable connection, which is required for high quality video calling. See bandwidth requirements.
  • Use a wired Ethernet connection, if available, to see if the video quality improves.
  • Use the 5 GHz Wi-Fi connection instead of the more heavily used 2.4 GHz band.
  • Don’t use hardware firewalls or security devices that inspect or alter Meet traffic before routing it onward.
  • These devices may interfere with the smooth operation of a video call. If such a device is on your network, see the network configuration guide for more information.
  • Disable Quality of Service (QoS) for Meet traffic
  • Some network equipment uses QoS to prioritize specific types of traffic, such as gaming over phone calls.
  • Hangouts Meet also performs network prioritization which can cause poor video quality when combined with QOS.
  • Temporarily disable QoS for Meet to see if video quality improves.
  • See QoS best practices.
Talk to your system administrator

If you're experiencing network issues, your system administrator may be able to help you resolve the issues.Try the following:

Joining meetings

Can't create or join a Meet video meeting

To create a new Meet video meeting or add a link in a Google Calendar event, you must be signed in to a G Suite account.

Anyone can join Meet video meetings, even without a Google Account.

If you can join Meet video meetings but cannot create or add Meet video meetings, your administrator might need to turn on video calling for your organization. Ask your G Suite administrator for more information.

Related topics:

Can’t join or create video calls from chat conversations

If video calling is turned off for your organization, you cannot join or create any classic Hangouts video calls. Ask your IT administrator for help.

I don't see any scheduled meetings

If you open Meet on your computer or mobile device and don't see any scheduled meetings, you might not have any scheduled meetings.

Also make sure you’re signed in to your G Suite account for work or school. For example, make sure you can check your Gmail on the same device or computer.

A dial-in number is not included in my meeting

If your administrator turns on the dial-in feature for Hangouts Meet, all G Suite editions include a U.S. phone number. G Suite Basic, Business, Enterprise, and Enterprise for Education editions also support international phone numbers and regular call charges apply.

Anyone can use the number to dial in, including external users and people using other G Suite editions. 

The dial-in number is for a different country

Meet uses your location and timezone settings to recommend a dial-in number. Make sure your Calendar and computer have the same location, date and time settings as the country you will dial-in from.

If the location and time settings on your computer and Calendar are different, you may get different recommended dial-in numbers on your device and in the Calendar invitation.

Why is a network problem displayed?

If a network transport timeout or firewall error is displayed, your organization’s network might not be properly configured and optimized for video calls and meetings. For example, a required UDP and TCP port might be blocked.
 
Contact your G Suite or network administrators and ask them to optimize your network for Hangouts Meet.

Meet is showing the wrong time

To change the time displayed in Meet, change your Google Calendar time zone setting

Why is "Your meeting is full" displayed?

You can meet the maximum number of people for your G Suite edition. If additional people try to join, an error message is displayed.

  • G Suite Education—Up to 50
  • G Suite Basic—Up to 100
  • G Suite Business—Up to 150
  • G Suite Enterprise and Enterprise for Education—Up to 250

Note: The limits are for the number of device connections.  Multiple people can join from a conference room or share a device.

For more information, see Compare G Suite Editions.

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Presenting your screen & camera issues

Access to my microphone or camera was denied

Meet needs permission to use your camera and microphone in Chrome. Although you are asked to allow access the first time you join a Meet video call, you can change the setting to allow Meet to use your camera and microphone.

For example, if Meet can’t access your camera, click the camera icon Disallowed media in the address bar and select the Always allow option. 

People can't see me in the meeting

If people can’t see you in a Hangouts Meet video meeting, make sure that your camera is turned on and your computer and browser are able to access the camera.

Enable camera access on macOS Mojave and later

On computers using macOS Mojave version 10.14 or later, you must allow camera access for your Chrome Browser or Firefox® web browser. Otherwise, Meet won’t include video from your device.

  1. Go to System Preferences and then Security & Privacy.

  2. Select Privacy and then Camera.

  3. Check the box for the application used for Meet (Google Chrome or Firefox).

Allow Google Chrome to access your camera

On computers using the Google Chrome browser, you must allow the browser to access your camera.

  1. Enter chrome://settings/content/camera in the Chrome address bar.  

  2. Disable the setting Ask before accessing.

  3. Next to Block, delete https://meet.google.com:443 if present.  

  4. Refresh the Hangouts Meet page and grant camera access when prompted.

More options

  1. Make sure your computer’s camera is physically connected, turned on, pointing towards you and unobstructed.

  2. Check if your camera is functioning in other applications, such as FaceTime in MacOS or the Camera app in Windows 10.

  3. Close any other applications that might be using the camera, then reload Hangouts Meet.

  4. Restart your computer or your Google Chrome browser.

I can't present a window or screen

If you’re not able to present a window or screen in a Hangouts Meet video meeting, you might need to give your browser access to record your screen.

On an Apple® Mac® computer using macOS® Catalina® version 10.15 or later, let Firefox® or the Chrome Browser access your computer’s screen recording:

  1. Go to System Preferences and then click Security & Privacy.
  2. Click Privacy.
  3. On the left, click Screen Recording.
  4. On the right, check the Google Chrome or Firefox box.
Why is the meeting window displayed when I am presenting?

When you present to the meeting, be sure not to select the window or tab that already displays the meeting. Present only the window that contains the document you want to share. 

If you present the meeting window, an infinite mirror can occur.

People can't hear you in meetings

Make sure your mic is on

If people can’t hear you in a Hangouts Meet video meeting, make sure that your microphone is turned on.

Make sure you mic wasn't muted automatically. For example, a chime sounds when the first 5 people join the meeting.  Additional participants do not chime when joining and are automatically muted.

Unmute your Linux device
  1. Open the Sound settings and then click Input.
  2. Select the microphone device setting.
  3. Make sure that the microphone is on.
  4. To raise the volume, move the volume slider and click OK.
Unmute your Mac device
  1. Go to System Preferences and then click Sound and then Input.
  2. Make sure that the microphone is on.
  3. To raise the volume, move the volume slider and click OK.
Unmute your Windows device
  1. Open the Sound settings and then click Recording.
  2. Double-click your microphone device.
  3. Select Levels.
  4. Make sure that the microphone is on.
  5. To raise the volume, move the volume slider and click OK.
Unmute yourself in Meet

Other people can mute you to reduce background noise, but they can't unmute you. So even if you didn't turn off your microphone, check to make sure it's on.

To turn on your microphone, at the bottom of the screen, click Mute on Mute.

Why are some sounds reduced in Windows?

When you are in a Meet video call, Windows computers automatically reduce other sounds from sources such as browser tabs or other applications. This is expected behavior in Windows and is not a function of Hangouts Meet.

People can't hear you on Mac computers

Overview

In some cases, you Mac computer settings might prevent Meet from using your microphone. To correct this problem, restart Chrome Browser. If that doesn't work, restart your computer, then adjust the microphone volume control in your system settings.

If using an Apple® Mac® computer, you might need to:

Enable microphones on macOS Mojave and later

Some Mac computer settings might prevent Meet from using your microphone. 

  1. Go to System Preferences and then click Security & Privacy.
  2. Select Privacy and then Microphone.
  3. Next to Google Chrome or Firefox, check the box.

Restart Chrome browser

Quitting Chrome might not resolve the problem because it doesn't reset apps or extensions that use your microphone. To do this, restart Chrome Browser. When you restart Chrome Browser, your tabs and windows reopen.

  1. In your browser, enter chrome://restart
  2. Make sure your microphone and camera are turned on.
  3. Rejoin the video meeting.
Restart your computer and check the microphone level

If people in the meeting still can't hear you after restarting your browser, restart your computer. This forces apps to stop using your device's microphone.

  1. Go to System Preferences and then click Restart.
  2. Sign in to your computer.
  3. Go to System Preferences and then click System Preferences.
  4. Click Sound and then Input.
  5. Next to Input volume, move the slider in either direction and verify that the Input level bars move.
  6. Rejoin your Meet video meeting.  
Reset your microphone using the CLI (advanced)

To release your computer’s microphone from other apps or extensions that might be using it.

Note: You may need administrative privileges on your computer to do this.

  1. Go to Applications and then Utilities and double-click Terminal
  2. In the Terminal window, enter sudo killall coreaudiod and press Enter.
  3. Enter your password and press Enter.
  4. Rejoin the Meet video meeting. 

Recording meetings

Can’t find the recording button
  • Confirm that your admin has turned on recording for Meet in the Google Admin console.
  • Verify that you’re using Meet on a computer. Recording is only available for the computer version. 
  • You can’t record if you join only to present, such as from a laptop while already in a video conference room. Join the video meeting first, start presenting, and then record.
  • You can’t record if the meeting was created on a conference room device (such as Meet hardware), or was generated by another process, such as a Chrome plug in. Schedule the meeting in Calendar or be sure a person, and not a device, starts any ad-hoc meetings.
  • If you can no longer record a recurring meeting that used to allow recording, make sure the meeting organizer’s account is not disabled, which also disabled recordings for the meetings they organized. To fix this, delete the meeting from the Calendar event, save it, and add a new meeting code to recreate a meeting as the new owner.

Related topics:

Can’t find the recording

Recordings must be generated and are not immediately available after the recording ends. 

When ready, an email with the recording link is sent to the meeting organizer and the person who started the recording.

The recording link is also added to the Calendar event and saved to the meeting organizer’s Meet Recordings folder in My Drive.

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My recording in Google Drive says “Still processing”

“Still processing” means that the recording is still being prepared to view. 

To play the recording immediately, select the file and click More Moreand thenDownload Download. Double-click the downloaded file on your computer.

Related topics:

I shared the recording with someone, but they can’t download it

Make sure you allow others to download your files:

  1. Open Google Drive.
  2. Select the recording file and click Share or Share Share.
  3. In the bottom right, click Advanced.
  4. Uncheck the box next to "Disable options to download, print, and copy for commenters and viewers."
  5. Click Save changes > Done.

Related topics:

I used to be able to record a meeting but I'm unable to record it today

What happens to my existing recordings after the COVID19 features expire for my organization?

Recordings will continue to be available in Drive.

Viewing live streams

The error message “This stream is not available to your domain” appears

Streams can only be viewed by users in the same organization as the meeting organizer.

Log in using your account from the same organization as the meeting organizer. For example, log out of your personal Gmail account, log back in to your G Suite account for work or school, then try accessing the stream again.

The error message “Waiting for streaming to begin. Please stand by” appears

The stream must be manually started by the meeting organizer. Ask the meeting organizer to confirm that they started the live stream.

This message appears until the organizer clicks MoreMoreand thenStart streaming on a computer, even if the scheduled meeting time has passed. 

Related topics:

I can watch the video stream, but there is no audio

Try the following:

  • Turn up the volume on your computer or phone.
  • Ask the meeting organizer to confirm that they are not muted in the meeting and that audio is working properly within the meeting.
How do I give feedback to the presenter or organizer?

Contact the presenter or organizer directly. You cannot send feedback to the presenter or organizer directly from the viewer page.

Setting up live streams

I can’t find the “Start Streaming” button

Streaming must be configured before the meeting in Calendar. You cannot add a live stream after the meeting starts since that changes the meeting code used to join. 

Streaming must also be turned on by your G Suite administrator. Only participants in the same organization as the meeting organizer can start and stop streaming.

Related topics:

Viewers can’t access the live steam that I configured

You must manually click MoreMoreand thenStart streaming after the meeting starts. 

Also, only viewers in the same organization as the meeting organizer can view the live stream. 

Related topics:

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I want to see viewer stats for a live streamed event

Ask your G Suite administrator to provide information about the event using the Meet Quality Tool.

 

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