Troubleshooting - Japanspecialist

Online Consultancy Troubleshooting

If you are having difficulties connecting to your online travel consultation, please take a moment browse through the most common issues below for a solution.

I can‘t connect to the ZOOM call

In case you are not able to connect to the ZOOM call at the agreed time, first of all, please write an email to the consultant, so that he/she is aware that you are having difficulties connecting. The consultant will call you back on your phone and try to help.

Solution 1: Check your internet connection
Zoom requires a stable decent internet connection. The minimum requirements are 0.6 Mbps upload/download. You can quickly test your connection speed using Speedtest.

If your current connection is too slow, try a different one if possible. The cellular connection (LTE) should be sufficient in most cases as well. 

Solution 2: Try the desktop/browser version
When you join a Zoom meeting, you have the option to use your web browser or the desktop version. If possible, you should use the desktop app which can be downloaded here. This is because it is quicker and more reliable.

If you use the web browser version and encounter a problem, chances are switching to the desktop version will solve it. In some cases, it can work the other way around as well. If your desktop version keeps crashing down, try the web browser version instead.

Solution 3: Check ZOOM services status
The problem can be also in ZOOM itself since the service can have an outage at moment. Check the ZOOM’s Service Status Page to ensure.

My video is not working

Solution 1: Make sure you turned on the camera
During the Zoom call, you’ll know your video is off if the camcorder icon in the bottom-left corner has a red slash through it. Click the “Camcorder” icon to turn on your video.

Solution 2: Check the video settings
During the ZOOM call go to the Video Settings by clicking the arrow next to the camcorder icon.

Check that you have the correct camera selected. In the “Camera” section, select the arrow and choose your camera from the menu. Additionally, make sure that no other program on your device is currently using the camera. If so, close that program. This could fix the issue.

I can‘t hear the consultant 

Solution 1: Make sure your speakers are on / earphones are plugged in
First, make sure that your speakers are turned on. If you are using a headset, make sure that it is correctly plugged into the computer, or correctly paired with your device (in the case of a wireless headset).

Also, check the volume level of your speakers and make sure they are not muted.

Solution 2: Check the audio settings 
During the ZOOM call go to the Audio Settings by clicking the arrow next to the microphone icon.

Check that you have the correct speakers selected. In the “Speaker” section, select the arrow and choose your speaker from the menu. 

The consultant can’t hear me

Solution 1: Make sure you are not muted
During the Zoom call, you’ll know your microphone is muted if the microphone icon in the bottom-left corner has a red slash through it. Click the microphone icon to turn on your audio.

Solution 2: Check that your microphone is on / your headset includes the mic
If you are using an external microphone or a headset, check that it is properly connected to the computer and turned on.

Solution 3: Move closer to the microphone
If the consultant hears you very quietly, try to move closer to your microphone. 

Solution 4: Check the audio settings
During the ZOOM call go to the Audio Settings by clicking the arrow next to the microphone icon. Check that you have the correct microphone selected. In the “Microphone” section, select the arrow and choose your microphone from the menu. 

The audio is poor quality

Solution 1: Move your microphone further from the speakers or use the headset
If you experience audio echo during the call, the most common cause is that the speakers are too close to your microphone. Move the microphone further from the speakers or use the headset instead. 

Solution 2: Check your internet connection 
Zoom requires a stable decent internet connection. A slow connection can cause poor audio quality. The minimum speed requirements are 0.6 Mbps upload/download. You can quickly test your connection speed using Speedtest.

If your current connection is too slow, try a different one if possible. The cellular connection (LTE) should be sufficient in most cases as well. 

My video is poor quality

Solution 1: Check your internet connection
Zoom requires a stable decent internet connection. A slow connection can cause freezing of the video stream. The minimum speed requirements are 0.6 Mbps upload/download.

You can quickly test your connection speed using Speedtest. If your current connection is too slow, try a different one if possible. The cellular connection (LTE) should be sufficient in most cases as well.

Solution 2: Improve light conditions
If your video is too dark and low quality, try to improve the light conditions in your room. You get the best results if you place a soft light source behind your computer and aim it at yourself.

ZOOM lags or freezes during the meeting

Solution 1: Check your internet connection 
Zoom requires a stable decent internet connection. A slow connection can cause lags or freezing of the video. The minimum speed requirements are 0.6 Mbps upload/download.

You can quickly test your connection speed using Speedtest. If your current connection is too slow, try a different one if possible. The cellular connection (LTE) should be sufficient in most cases as well.

Solution 2: Turn off HD video and effects in the video settings 
To improve performance, try to disable the “HD” and “Touch Up My Appearance” features in the video settings. During the ZOOM call go to the Video Settings by clicking the arrow next to the camcorder icon.

Solution 3: Try the desktop/browser version
When you join a Zoom meeting, you have the option to use your web browser or the desktop version. If possible, you should use the desktop app which can be downloaded here.. This is because it is quicker and mostly more reliable.

If you use the web browser version and encounter a problem, chances are switching to the desktop version will solve it. In some cases, it can work the other way around as well. If your desktop version keeps crashing down, try the web browser version instead.

Still facing difficulties with the service?

If you were unable to resolve your issue using the information above, please contact your travel consultant directly using the details provided at the time of booking.