Select a topic below to learn more about an issue:

Call quality issues

Issues with video and audio quality could mean that your internet connection is not stable. Poor connection can make the video look pixelated and your audio distorted:

If your internet connection is congested with other activities (such as streaming video, or downloading large files), this can cause some of the data needed to maintain a video call to be lost. This is called packet loss, and when StarLeaf detects this happening, the following message is displayed:

StarLeaf will attempt to correct the packet loss by temporarily reducing the video quality of the call. For more information on packet loss and how to solve it, see Identifying causes of packet loss in StarLeaf calls.

Problems with video quality may indicate:

Poor WiFi connection

If you have a poor or unstable WiFi connection then this can lead to frozen video, or ongoing poor video quality. When you or another user are experiencing an unstable connection, StarLeaf will adjust the video quality to provide the best call or meeting experience possible.

What you see in your video screen if:

Your connection is unstable
Another person’s connection is unstable

The quality of the WiFi connection can be affected by:

  • Distance from your router
  • Walls in the way
  • The type of router you have
  • Interference from other nearby WiFi networks

Check the strength of your WiFi connection and try moving closer to your router or access point. If this doesn’t help, then try connecting your computer directly into your office network port or home router using an Ethernet cable:

The Poor connection notification will disappear when StarLeaf detects a more stable connection.

Insufficient bandwidth

To get the best quality HD video, StarLeaf for desktop uses 1.5 Mbps upload and 2 Mbps download of bandwidth. StarLeaf tests your internet connection to choose the best possible video quality for your internet connection. This may result in StarLeaf limiting your bandwidth. See Limitations at low bandwidths for more information.

Available bandwidth depends on:

  • Your WiFi connection speed (see Poor WiFi connection)
  • Your internet connection speed
  • The amount of data being used by other people sharing your internet connection

StarLeaf tests your internet connection to choose the best possible video quality for your internet connection.

Speed test

To view the current bandwidth available on any device:

  1. Go to the Account tab.

  2. Select Speed test.

If network conditions have changed (such as your router being moved), you can select Run speed test to get an updated result. If you have insufficient bandwidth available for HD video calls, you can try the following:

  • If you are using WiFi, check your connection
  • If you are in an office, ask your network administrator to see if there are any problems with your office internet connection
  • See if other people on your network are using a significant amount of bandwidth (such as making their own video calls, performing large downloads, and streaming video)
  • Upgrade your home broadband connection

Insufficient computer capability

If your device’s processor is not able to keep up with StarLeaf’s video encoding, then your call video will stutter. Make sure your device meets the Minimum requirements to run StarLeaf.

Check to see if your device is being overloaded by other apps, as this can cause your device to slow down:

  • Windows: open Task Manager
  • macOS: open Activity Monitor
  • Android: open your app manager

For lower performing devices, StarLeaf will limit the video bitrate and resolution. The StarLeaf speed test notifies you if your speed is limited by the performance of your device.

Camera issues (desktop)

If your video is blank or distorted while in a call, then it could be a problem with your camera:

Select the right camera

Make sure you have selected the right camera on your device.

To select your camera while outside of a call:

  1. Go to Account > Audio and video settings.

  2. Select the audio and video devices you want to use from the options available to you.

To select your camera while in a call:

  1. Hover your mouse over the call window to reveal the top toolbar.
  2. Open AV settings.

Troubleshooting camera issues

If you have selected the right camera, and are still experiencing issues, then try the following:

  • Check whether your camera is being used by another app on your device
  • Install or update the latest drivers for your camera
  • Try a different external camera. StarLeaf may not be compatible with certain legacy cameras
  • If you are using a custom background or background blurring app, try disabling it. StarLeaf may not be compatible with all custom background apps

Receiving no video

If you are not receiving any video from another participant, then this could indicate:

Microphone issues (desktop)

If other participants in a call cannot hear you, or you are too loud, or your voice sounds distorted, then it could be a problem with your microphone:

Select the right microphone

Make sure you have the right microphone selected.

To select a microphone while outside of a call:

  1. Go to Account > Audio and video settings.

  2. Select the audio and video devices you want to use from the options available to you.

To select a microphone while in a call:

  1. Hover your mouse over the call window to reveal the top toolbar.
  2. Open AV settings.

Microphone too loud

If your microphone is too loud for other participants, try the following:

Microphone too quiet

If other participants are struggling to hear you, or can not hear you at all, try the following:

  • Check that you have selected the right microphone
  • Check that your microphone is not muted with the Mute control
  • Move your microphone closer to your mouth
  • Increase your microphone levels. See Audio and video settings to learn how to do this
  • If you are using a headset or external microphone, and StarLeaf cannot detect it, try disconnecting and then reconnecting it back into your device

Hearing echo

If yourself or other participants are hearing echo, refer to Solving echo for more information.

Speaker issues (desktop)

If your speakers are too quiet or are not producing any sound during a call or meeting, try the following:

  • Check you have the right speakers selected in your Audio and video settings
  • Check your device’s local audio settings

Unable to join meeting

If you are unable to join a meeting, this could be because the meeting no longer exists or the meeting details are incorrect. Check the following with the meeting organizer:

  • You have been sent the correct email invite
  • If you are joining with the Join with meeting ID control, check the meeting ID is correct

Maximum participant limit

When a meeting has reached the participant limit and another person tries to join, that person will see the message: This meeting has reached the maximum number of participants. Please hang up. To be able to join the meeting, the person must wait until another participant leaves.

The maximum number of participants that you can have in a meeting, depends on the meeting organizer’s license plan:

  • Basic host: 20
  • Paid host: 300

Poor lighting

Lighting can be an important factor for people being able to see you during a call or meeting. Sit with a light source either in front of, or directly above you.

Do not sit with a window or light source behind you, as this makes your video dark for other participants:

Screen flicker

Screen flickering is when your video constantly flashes during a call, which can be very distracting. This occurs when the sampling rate of the camera does not match the frequency of the lights in the room. For example, if your camera is sampling at 60hz, and the power supply of the lights is running at 50hz, the camera will pick up frames when the light is off, causing the video feed to flicker.

To fix this issue, go to your camera settings, and change the camera frequency (Hz) until the flickering stops. You may need to download an additional camera app specific to your camera to do this.

Permission issues

StarLeaf is available on all devices. After installing StarLeaf, make sure that you have given permission for the app to use your device’s camera and microphone. If permission has not been granted then you won’t be able to send voice or video through StarLeaf. StarLeaf only uses your camera and microphone when in a call or meeting.

For more information, refer to About permissions.

Automatic call re-connect

Requires apps 5.1 and Portal 6.12

If you lose network connectivity and the call disconnects, StarLeaf automatically tries to reconnect you.

Huawei phones

Huawei phones often fail to send you notifications for apps and this also applies to StarLeaf.

To solve this problem:

  1. Go to settings > advanced settings > battery manager > protected apps, find the app you want to see notifications from, and protect it. This “whitelists” the app.
  2. Go to settings > apps > advanced > ignore battery optimizations, find the app and ignore it. Choosing to ignore the app causes the phone to allow the app to run rather than allowing the phone to go into a battery-sleep-mode.

How to report an issue

  1. In the app, go to Account.
  2. Select Send feedback. This opens an email template and uploads device logs to StarLeaf support.
  3. Use the template to tell us about your experience with the app.