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Problem

When joining the Deposition a deposition, you may experience a failure of the page failing to load in combination combined with a spinning mouse pointer that can freeze , which freezes the web page.

Info

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 camera and Mic microphone hardware problems.

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Solution

Please check review the following 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.

  3. Run a Speed Test at SpeedTest.net. The vTestify platform requires X Mbps for the download and X Mbps for the upload.

    1. A bad internet connection or internet connection issues can cause the page to freeze upon trying to load the video.

    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.

  4. Make sure you are using Google Chrome on a PC or MAC. See Supported Browsers

  5. Camera and Microphone hardware problems can cause this issue.

    If you are joining as an audio-only attendee you

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

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

  7. 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 room.If you are a video attendee you deposition

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

    3. For more Camera and Mic Troubleshooting see Webcam & Microphone Troubleshooting

Info

If you still have issues after troubleshooting please contact vTestify Support at 1-866-845-1181

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    1. Microphone troubleshooting, see Windows 10 Microphone & Webcam Troubleshooting & macOS Microphone & Webcam Troubleshooting

  2. 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

  3. 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