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Problem

When joining

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a deposition, you

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experience

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the page failing to load

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combined with a spinning mouse pointer

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, which freezes the web page.

Info

Solution

Info

can be caused by internet issues or incorrect browsers and VPN’s

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Page Properties
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Related issues

Quick Take: This is most often caused by one of the following: internet connectivity issues, a VPN, an unsupported browser, a docking station, or camera and microphone hardware problems.

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Solution

Please review the list below to troubleshoot this issue:

  1. Ensure that you are disconnected from any VPN or Proxy Server

  2. Make sure you are not remotely connected to another computer using Remote Desktop or Citrix

    1. After disconnecting please launch Chrome or Edge on your local PC or Mac.

  3. If you are using a docking station, disconnect from it and restart your computer

  4. Test your Camera and Microphone hardware to eliminate possible barriers:

    1. You must have a microphone and allow it permission when entering the room. Without a microphone, you cannot enter the deposition

    2. You need to have a webcam and allow the platform permission to access it when entering the room. If you wish to turn off your video, you can disable it from the platform within the deposition

    3. For more Camera and Microphone troubleshooting, see Windows 10 Microphone & Webcam Troubleshooting & macOS Microphone & Webcam Troubleshooting

  5. A bad internet connection or connectivity issues can result in the page freezing when trying to load the video.

    1. To ensure your computer has the necessary connection capabilities, perform a connection test through the virtual deposition platform: Performing a Connection Test

    2. If you have an LTE mobile hotspot available from your cell phone please try and use that connection to join the deposition. See How to Use Your Mobile Phone as a Hotspot

  6. Make sure you are using Google Chrome or the newest version of Microsoft Edge on a PC or MAC. See Supported Browsers & Devices, Microsoft Edge's Camera & Microphone Settings, or Google Chrome's Camera & Microphone Settings