I can't join or got disconnected from the studio

Follow these steps when:

  • You cannot join the studio 
  • You repeatedly disconnect from the studio
  • You see the following error messages on the Riverside web studio:
    • "Unable to access devices"
  • You see the following error messages on the mobile app:
    • "Getting studio information"
    • "Connecting you to studio"
    • "Unable to connect to studio"

If you disconnect from the studio, the recording continues for other participants.

Likely causes:

Studio connectivity issues are often related to network connectivity issues on both mobile and a computer.

Suggested troubleshooting steps

Follow the steps below depending on where you're joining the studio.

Computer

  • Check your internet connection.
  • Make sure your permissions are set up to grant Riverside access to your camera and microphone.
  • Refresh the studio page and join again.
  • Try joining from a different browser.
  • Clear your browser's cache.
  • Check your internet connection's stability for audio/video conferencing with this pre-call connectivity test.
  • Temporarily turn off any VPNs, content blockers, or firewalls.
  • Connect with an Ethernet cable instead of WiFi.
  • Restart your device.

NOTE:
We recommend having an upload speed faster than 5 Mbps (500,000 bits per second) and download speed faster than 10 Mbps to record. However, your connection bandwidth does not impact the local high quality track you record in the studio.

Mobile

  • Change your internet connection:
    • If your device is connected over cellular data, try to connect through a known Wi-Fi network.
    • If your device is connected through a Wi-Fi network, turn off its Wi-Fi connection and try to connect using a cellular data network.
  • Turn the mobile device off and turn it on again.
  • Check your device's connection to our video service.
    1. Run this pre-call test in your mobile browser. 
      If your device is unable to complete the pre-call test, you may be connected through a Wi-Fi network with a VPN or firewall.
    2. Follow these steps to configure the firewall, or try to connect using a different network.

If the issue persists, please contact Support.

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