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. Bad connection can make the video look pixelated and your audio distorted: 

Check with your administrator to see if there any problems with your office internet, or if working remotely, see if your router is having any issues.

If you are using a PC or laptop, try and connect it to a network port or router using an ethernet cable. This ensures the fastest possible connection speed.

For mobile devices, you can use StarLeaf with a 4G connection, but this means you have to rely on your mobile provider. Connect to a WiFi network for a more stable connection.

Connection speed test

Under the Account tab, you can check your connection speed using the Speed test.

Select Run speed test to check the latest connection status.

The speed test tells you whether HD video and audio is possible or not.

The app may allow audio only calls instead of audio and video to optimize the calling experience in poor connection conditions.

Camera, microphone, and speaker issues

During a call, you may experience some camera, microphone or speaker issues. StarLeaf shows a warning banner when it is possible to identify some of these issues.

Some warnings you may see are below:

Your speaker is muted
Your microphone is too loud
You might be too close to your microphone
Unable to detect a camera
Unable to detect microphone

If another person in the call says your voice is too quiet or too loud, it may be due to your microphone levels rather than the volume of their speakers. For information about adjusting your microphone levels, refer to Audio and video settings

On iPhones, when you answer a call from the lock screen you then need to select video, otherwise it will be a voice-only call:

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.

Go to your camera settings, and change your camera frequency (Hz) until the flickering stops.

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.

Huawei phones

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

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 is achieves “whitelisting” of 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 call logs to StarLeaf support.
  3. Use the template to tell us about your experience with the app.