Video call troubleshooting

In order to troubleshoot any video calling issues, we need some details about the device(s) being used and the nature of the issue.

Please fill out this form and we will follow-up via email.

Name Name * First Last
Email *
I'm calling the frame with: *

I'm calling the frame with: ViewClix mobile app Windows PC Apple Mac
Select or enter the brand of the mobile device that you're calling the frame with *

Select or enter the brand of the mobile device that you're calling the frame with Apple Samsung Google Other Other
Are you calling using Mobile Data or a WIFI connection *

Are you calling using Mobile Data or a WIFI connection Mobile Data WIFI
Caller's device model name and/or number (i.e. iPhone 8, Macbook, HP laptop, etc) *
Your PC or Mac web browser *

Your PC or Mac web browser Chrome Firefox Safari (Mac) Edge Other Other
Location info *

Location info The Viewclix frame is in a new location The frame is in the same location as before
Are you using external speakers with the frame? *

Are you using external speakers with the frame? Yes No
Please use checkmarks to provide information about the video calls
*

Video calls with the ViewClix frame have previously worked OK The video calls are dropping right after they start
The person that is calling the ViewClix frame:

The person that is calling the ViewClix frame: Cannot SEE the video coming from the ViewClix frame. Cannot HEAR the audio coming from the ViewClix frame. Hears echo when they speak During a video call, there is noise or static coming from the ViewClix frame.
The person that is located with the ViewClix frame:

The person that is located with the ViewClix frame: Cannot SEE the caller's video Cannot HEAR the caller's audio Hears echo when they speak
Have you tried calling the ViewClix frame with multiple, different devices? *

Have you tried calling the ViewClix frame with multiple, different devices? Yes No
What is the other device make and model? (i.e. iPhone 8) *
Have video calls been tried from other location(s)? *

Have video calls been tried from other location(s)? Yes No
Did the same issue(s) occur when calling with another device and/or calling from a different location? *

Did the same issue(s) occur when calling with another device and/or calling from a different location? Yes No Don't know, haven't tried that yet
Other comments / information
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Video call troubleshooting

Video call troubleshooting

Please use checkmarks to provide information about the video calls