If you have joined a classroom and you are not able to see webcam videos or hear anybody else, the issue is likely related to your security software or network firewall.
In this case, you will experience the following specific issues:
- You see various indicators that others are speaking, but you cannot hear anybody.
- Your microphone is unmuted, but nobody can hear you speak.
- You see black boxes instead of webcam videos for other users in the classroom. You might also see their webcam videos constantly alternate between their webcam video and a black box.
- Your webcam is enabled, but others are only seeing a black box for your video.
The below image is an example of what you might see in this situation:
There are 2 solutions you can try in this situation.
1. 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.
2. If Compatibility Mode does not work, then you will need to contact your organization's IT team. You can provide them the Network and Firewall Frequently Asked Questions (FAQ) page, which outlines all IP addresses and protocols that need to be allowed.