If you join a classroom and cannot see any webcam videos and also cannot hear anyone, the most likely cause is a security application or network firewall blocking the required audio‑video connections. Because audio and video rely on the same pathways, this article applies only to users experiencing both problems at the same time.
When this issue occurs, you will typically notice all of the following:
- You see visual indicators that others are speaking, but you cannot hear anybody.
- Your microphone is unmuted, yet nobody can hear you.
- Other participants' webcam feeds appear as black boxes, or their portrait repeatedly switches between a black box and their avatar.
- Your own webcam is enabled, but others only see a black box for your video, which may also alternate between the black box and your avatar.
The below image is an example of what you might see in this situation:
This issue is caused by your network or security software interfering with your connection with Engageli's servers.
The first thing you can try in order to address this is to enable Compatibility Mode. This option can be found in the 3-dots menu at the bottom-right of your screen. When toggling this option, you will be disconnected for several seconds, as the system re-routes your connection.
If enabling Compatibility Mode does not help, you may consider these other workarounds to bypass your firewall. Please proceed at your own discretion:
- If you're currently connected through a company VPN, try disconnecting from it.
- If you're on a company network (for example, working in the office), switch to a different connection such as your mobile phone's Wi‑Fi hotspot.
- If you are using a work computer, consider accessing Engageli from another device altogether.
The long-term solution would be to have your IT team review Engageli's network and firewall FAQs and take appropriate action.
If your IT team has any questions, please submit a ticket to Engageli Support and copy them in.