Skip to main content

Troubleshooting

Running into issues? Here are solutions to the most common problems.

Connection Issues​

"Room not found" Error​

Symptom: Students get a 404 error when trying to join.

Cause: The room doesn't exist yet. Rooms must be created via the API before anyone can join.

Solution:

  1. Check that you're using the exact same roomId for everyone
  2. Room IDs are case-sensitive—Math-101 ≠ math-101

For students, handle this gracefully:

if (response.status === 404) {
  showMessage("Waiting for class to start...");
  // Optionally poll every 5 seconds
}

Connection Drops or Freezes​

Symptom: Video freezes, shows "Reconnecting...", or disconnects entirely.

Possible Causes:

  1. Unstable network: WiFi interference, poor cellular signal
  2. Firewall blocking: Corporate networks often block WebRTC
  3. VPN interference: Some VPNs break real-time connections

Debug Steps:

  1. Check network stability: ping google.com for packet loss
  2. Try a different network (mobile hotspot)
  3. Disable VPN temporarily
  4. Check if WebRTC is blocked: visit test.webrtc.org

Connection Works Sometimes, Not Others​

Symptom: Same setup works on some networks but not others.

Likely Cause: Restrictive firewalls blocking UDP or WebRTC ports.

Our infrastructure handles this by falling back to TURN servers, but some extremely locked-down networks block everything.

Solutions:

  • Ask IT to allow WebRTC traffic
  • Try port 443 (HTTPS) which is rarely blocked
  • Use a mobile hotspot as fallback

Video Quality Issues​

Video is Blurry​

Possible Causes:

  1. Adaptive quality kicked in: Network is slow, so we reduced quality
  2. Instructor's camera is low-quality: Webcam might only do 720p
  3. Browser is throttling: Background tabs get fewer resources

Checking Quality:

Look at the quality indicator in the control bar. Students can try changing quality in settings.

Video Lags Behind Audio​

Symptom: Lip sync is off.

Cause: Usually network jitter—packets arriving out of order.

Solutions:

  1. Refresh the page
  2. Check network stability
  3. Use wired Ethernet if available

Screen Share is Choppy​

Cause: Screen share at high resolution + detail is demanding.

Solutions:

  • Share a specific window instead of entire screen
  • Close unnecessary browser tabs
  • Instructor should use wired connection

Audio Problems​

No Audio from Instructor​

Check these:

  1. Muted? Look at the mic icon in controls
  2. Correct device? Check settings → audio input
  3. Browser permissions? Click the 🔒 icon next to the URL
  4. OS permissions? macOS: System Preferences → Privacy → Microphone

Audio Echo​

Cause: Microphone picking up speaker output.

Solutions:

  • Use headphones (best solution)
  • Mute when not speaking
  • Lower speaker volume

Audio Distorted or Robotic​

Cause: Poor network or high CPU usage.

Solutions:

  1. Close other apps consuming CPU
  2. Check network stability
  3. Lower video quality to save bandwidth

Mobile Issues​

Camera Permission Denied (iOS)​

Check:

  1. Settings → Safari → Camera → Allow
  2. Settings → Privacy → Camera → [Your App] → Allow

For Flutter apps, make sure you added the permission strings to Info.plist.

App Crashes on Android​

Common Causes:

  1. Missing permissions in manifest:
<uses-permission android:name="android.permission.INTERNET"/>
<uses-permission android:name="android.permission.CAMERA"/>
<uses-permission android:name="android.permission.RECORD_AUDIO"/>

  1. ProGuard stripping WebRTC classes: Add keep rules for WebRTC

  2. Low memory: Older devices might struggle with video

Video Not Loading on Mobile​

Check:

  1. Is the device connected to the internet? (seems obvious, but...)
  2. Is the app granted all permissions?
  3. Try switching between WiFi and cellular

API Issues​

"Organization not found"​

Check:

  • VF-ORG-ID header is present
  • Value matches exactly (copy-paste from dashboard)
  • No extra spaces or characters

"Insufficient credits"​

Solution: Top up credits in the dashboard.

Prevention: Monitor credit usage and set up alerts.

Requests Timing Out​

Possible Causes:

  1. Network issues between your server and ours
  2. Very occasional service issues on our end

Solutions:

  1. Implement retry logic with backoff
  2. Check status.verriflo.com for outages

Recording Issues​

Recording Not Available​

Check:

  1. Did the instructor actually click "Record"?
  2. Has 6 hours passed? (recordings expire)
  3. Is the class still ongoing? (can't download while live)
  4. Try waiting a few minutes—processing takes time

Recording Expired​

Unfortunately: Once 6 hours pass, recordings are deleted permanently.

Prevention: Set up automated downloads. See Recording Guide.

Wrong Content in Recording​

What's recorded: The composite view—exactly what students see.

Not recorded: Individual participant cameras (students), chat, polls.

Debugging Tips​

Check Browser Console​

Open DevTools (F12) and look at the Console tab. Errors will appear there.

Common patterns:

  • Permission denied: Browser didn't grant camera/mic access
  • Network error: Connection issues
  • CORS error: If you see this, something's misconfigured

Enable Verbose Logging (Flutter)​

import 'package:flutter/foundation.dart';

// In your app initialization
if (kDebugMode) {
  debugPrint('Verriflo debug mode enabled');
}

Test in Isolation​

Having issues in your app? Try the raw joining URL in a browser first. If that works, the issue is in your integration.

Network Diagnostics​

# Test connection to our infrastructure
curl -I https://api.verriflo.com/v1/health/status

# Check WebRTC connectivity
# Visit: https://test.webrtc.org

Getting Help​

Still stuck? Here's how to get help:

Gather Information​

Before contacting us, collect:

  1. Error messages (screenshots or text)
  2. Browser/device information
  3. Network type (home, corporate, mobile)
  4. Steps to reproduce
  5. Approximate time the issue occurred

Contact Support​

Email support@verriflo.com with:

  • Subject: Brief description of issue
  • Body: Information gathered above

We typically respond within a few hours during business hours.

Check Status​

Before reporting, check status.verriflo.com for any known issues.

Still need help? We're at support@verriflo.com.