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Experiencing Either No Video or Distorted Video During Calls

Ricardo
Updated

Article is intended for

  • Reseller
  • Installer
  • End-user

What is this article about?

Sometimes, users may encounter delays longer than anticipated when initiating calls from the Intercom to the StepLock Access App. Additionally, there might be issues with absent or distorted video during the calls. This article is designed to assist you in comprehending and addressing these issues. It provides practical steps for diagnosing and potentially resolving the root causes of these problems.

 

1. Symptoms:

  • No Video: When the connection time is excessively long, the call reverts to a fallback voice-only option. This happens if the Intercom fails to connect with the StepLock Access App on the user's phone, resulting in a voice call without video.
  • Distorted Video Image: Users experience a scrambled video feed and potentially poor sound quality, making it challenging to recognize the person on the other end.

2. Resolving Connection Issues:

  • Check Cellular Network Connection:

    • Disable Wi-Fi on your phone.
    • Ensure connection to a stable 4G or 5G network.
    • Conduct a speed test using a reliable service (minimum acceptable speed is 10/10 Mbps).
    • If the test results are low, try a different location with stronger signal reception.
    • Inability to connect to a 4G/5G network might indicate issues with your data plan.
    • Successful video calls after disabling Wi-Fi could point to Wi-Fi network congestion or router placement issues.
    • If video calls via the StepLock App only work on Wi-Fi and not cellular data, ensure the app is allowed to use cellular data. We suggest checking out the following articles: StepLock App permissions (Android)

  • Special Instructions for Samsung Devices:

  • Check Wi-Fi Network Connection:

    • Perform a Wi-Fi speed test (acceptable speed: 10/10 Mbps).
    • Low speed results suggest weak Wi-Fi. Testing in various locations, especially closer to the router, can help identify the problem.
    • Improvement in image quality and connection time upon changing location may necessitate repositioning your router.
    • In apartment buildings, Wi-Fi channel congestion could be an issue. Consider changing your router's channel for better performance (advanced step: seek help if needed).

3. Additional Recommendations:

    • Educational Resources: For more information on Wi-Fi channel congestion and how to manage it, read our article 'The Impact of Multiple SSIDs on the Same Channels'.
    • Technical Assistance: If you are not confident in adjusting network settings, it is advisable to consult with a network specialist for personalised guidance.

 

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