You can't see or hear the other person? It's usually the connection, your speakers or the settings on the other side.
First step
Both of you reload the page and join the room again. That fixes most problems right away.
Can't hear anything?
Check the volume on your computer and your headphones.
Click Settings and in the Audio/Video tab, choose the right headphones or speakers under Audio Output.
Ask in the chat whether the other person's microphone is on.
Can't see anything?
Ask in the chat whether the other person's camera is on.
If the picture stays black, the other person should go through these steps: My camera or microphone isn't working. What do I do?
Is it the connection?
Black pictures and missing sound often happen when the connection between you can't be established.
Turn off any VPN and join the room again.
Try a different network, for example your phone's hotspot.
On company or school networks, a firewall can block the connection. Outgoing traffic over TCP and UDP on port 443 must be allowed there.
Learn more in My connection is unstable. What do I do?
Is it the browser or computer?
Use the latest version of Google Chrome.
Close programs and tabs you don't need.
Clear your cache and cookies. Learn more in How do I clear my cache and cookies?
Is it only on your side?
If it works for the other person but not for you, it's your device or network. Then do the tech check.
Still not working?
Message us in the chat via the question mark at the bottom right of your account. Or book a short tech support appointment. We'll solve the problem together on a video call.