Choppy video, dropouts and other problems
Frozen or choppy video, “Reconnecting…”, being signed out, or a page that won’t update. What the messages mean and what to try.
Choppy or frozen video and sound
Piano Gather shows you how your own connection is doing:
Web browser
Look for My connection at the end of the control bar, and click it for detail. Upload is how clearly others see and hear you; Download is how clearly you see and hear others. Each is rated Good, Fair, Poor or Bad. Hosts see everyone's connection instead, under Connections at the top of the call window.
Mac or Windows app
Hover over the signal icon at the top of the call for your upload and download quality. Hosts can also open Connections to see everyone's.
iPad or iPhone app
A coloured signal icon on your own video shows how your connection is doing.
If your connection stays weak for a while, a message pops up with a tip.
What helps, in order:
- Plug in with an ethernet cable (on a computer). Wired is far more stable than WiFi.
- On WiFi, move closer to the router.
- Stop other things using the internet: downloads, video streaming, backups, and other people in the house on video calls. Someone else on the same WiFi can make your sound worse for everyone.
- Turn off any VPN.
- In a browser, use Google Chrome, or switch to the Mac or Windows app.
Tip: If one person looks choppy to everyone, it's their upload. If everyone looks choppy to you, it's your download.
“Reconnecting…” and other messages
- Reconnecting… (or Connection lost — reconnecting… in the Mac/Windows app): your connection blinked. It recovers by itself; mute and unmute may not work for a moment.
- Your connection keeps dropping (web): this has happened several times in a short while. Try the steps above.
- You opened this session on another device: you can only be in a session in one place at a time. Close the other one, or click Rejoin here.
Someone looks frozen
If a person's picture stops moving but their sound is fine, the problem is usually at their end. Ask them to check their connection, or to turn their camera off and on again. In the iPad/iPhone app their video may say Video paused or Reconnecting….
Signed out
Web browser
Some browsers, Safari especially, clear sign-ins after a while. If the page says You're signed out, click Sign In. Your account and history are still there.
Mac or Windows app
If you're signed out, the app goes back to the sign-in screen. Sign in again; your account and history are still there.
iPad or iPhone app
If you're signed out, the app goes back to the sign-in screen. Sign in again; your account and history are still there.
Updates
Web browser
When A new version of Sonatina is available appears, click Update now. If you're in a call you'll be asked first, because updating briefly disconnects you. If you leave it, it updates by itself the next time you move to another page.
Mac or Windows app
The app downloads updates by itself. When one is ready, the sidebar shows Restart to update and a window offers Restart Now or Later. It never interrupts a call; if you choose Later, the update installs when you quit. To look for one yourself, use Check for updates in the sidebar or the menu.
iPad or iPhone app
New versions are installed the same way you installed the app.
The page is blank or won't load
In a browser:
- Refresh the page.
- Make sure your browser is up to date.
- Try a different browser, such as Chrome.
If it still won't load, email us with the device and browser you're using.