Problem
When the AIRe Link session is started, either client or the operator does not hear any sound and/or does not see any video.
Solution
- Audio/video needs to be permitted on the client’s side. Normally, browser asks for permission at the start of the session, if it was not provided, the audio/video will not be transmitted. The client should restart the session and permit the web browser on his phone to access microphone and camera.
- If permissions for microphone and camera were granted, the client should verify that the browser is the active/visible application and that it displays the tab with AIRe Link session. If there is other browser’s tab or other application active/visible, the operating system restricts the transmission of audio/video for security reasons (to prevent a phone user from being unconsciously video recorded).
- If sound works properly, but there is no video on the operator side, it may be that a wrong camera (front/back) is used on the client’s phone. Not all cameras provide compatible videostream. The client should switch the cameras (howto: https://support.google.com/meet/answer/9584655?co=GENIE.Platform%3DAndroid&hl=en)
- If video works properly, but there is no sound, there may be an internal error on using the microphone. In such case, use normal phone call in parallel with AIRe Link video, until the problem is solved in the application by AIRe Link team.
There have been reports on this issue that require update of the AIRe Link platform. Therefore if none of the previous solutions help, you are encouraged to check the known issues at AIRe Link forum to find the latest status.
