Troubleshooting

Something not working? You're in the right place. Find your issue below and follow the fix.

First: Run System Check

Before diving into specific issues, try Kolab's built-in diagnostic tool:

Launch System Check

System Check automatically tests your camera, microphone, speakers, and browser compatibility. It catches 80% of issues and tells you exactly what to fix.

Run this before every session, especially if you're on a new device or network.

Audio Issues

I can't hear anyone

Most likely: You're too far away on the canvas.

Fix:

1. Move closer to other participants on the canvas
2. If you still can't hear, check your speaker/headphone selection
3. Check your system volume (not just browser volume)
4. Try a different audio output device

Still stuck? Ask in chat if others can hear - the issue might be on someone else's end.

No one can hear me

Check the basics:

1. Look at your microphone icon - are you muted?
2. Check that the correct microphone is selected
3. Speak and watch the audio level indicator - does it move?

If the indicator doesn't move:

1. Close other apps that might be using your mic (Zoom, Teams, Discord)
2. Check browser permissions for microphone
3. Try selecting a different microphone
4. Refresh the page

If the indicator moves but people can't hear you:

1. You might be too far away - move closer to others
2. Ask others if they can see your audio indicator

There's an echo

Cause: Your microphone is picking up audio from your speakers.

Fix:

1. Use headphones - This almost always solves it
2. If you can't use headphones:
   • Turn down your speaker volume
   • Move your microphone away from your speakers
   • Use a directional microphone if you have one

My audio is choppy or robotic

Cause: Usually a network issue.

Fix:

1. Close other apps using bandwidth (streaming, downloads)
2. Move closer to your Wi-Fi router
3. Try a wired ethernet connection
4. Ask others if they're experiencing the same thing (might be the other person's connection)

I hear myself echoing

Cause: Someone else in the session doesn't have headphones.

Fix:

1. Ask in chat if everyone can use headphones
2. The person causing the echo should lower their speaker volume
3. If you can identify who it is, let them know privately

Video Issues

My camera won't turn on

Check the basics:

1. Is another app using your camera? (Close Zoom, Teams, FaceTime, etc.)
2. Does your laptop have a physical camera cover? (Slide it open)
3. Did you allow camera permission in your browser?

Browser permission check:

Chrome: Click the lock icon in the address bar → Site settings → Camera → Allow

Firefox: Click the permissions icon (left of URL) → Camera → Allow

Safari: Safari menu → Settings for this Website → Camera → Allow

Still not working?

1. Try refreshing the page
2. Try a different browser
3. Restart your computer
4. Try an external webcam if you have one

My video is dark

You need more light on your face:

1. Face a window (during daytime)
2. Add a lamp in front of you (not behind)
3. Avoid sitting with a bright window behind you

My video is blurry or pixelated

If blurry (out of focus):

• Clean your camera lens
• Check if your camera has auto-focus
• Try moving closer or further from the camera

If pixelated (low quality):

• Close bandwidth-heavy apps
• Check your internet speed (speedtest.net)
• Move closer to your router
• Try a wired connection

My video freezes

Cause: Network bandwidth issue.

Fix:

1. Close other apps using internet
2. Close unnecessary browser tabs
3. Move closer to your router
4. Try a wired connection if possible
5. Consider turning off your video temporarily

Navigation Issues

I can't find anyone

You're probably too zoomed in or far away:

1. Zoom way out - scroll down on your mouse or pinch on trackpad
2. Look for clusters of participant videos
3. Check the minimap (usually in a corner)
4. Ask in chat where everyone is

I can't move around the canvas

Make sure you're clicking in the right place:

1. Click on empty canvas space (not on videos or objects)
2. Then drag to pan

If nothing responds:

1. Try clicking somewhere else
2. Refresh the page
3. Try a different browser

Everything is too small / too big

You need to adjust your zoom:

• Zoom in: Scroll up or pinch out
• Zoom out: Scroll down or pinch in
• Reset zoom: Press 0 on your keyboard

The canvas is laggy

Performance issue - try these:

1. Close other browser tabs
2. Close other applications
3. Refresh the page
4. Try Chrome (often fastest for Kolab)
5. If you have many participants, that's normal - it takes more power

Connection Issues

The page won't load

1. Check your internet connection
2. Try refreshing the page
3. Try a different browser (Chrome or Firefox recommended)
4. Disable VPN if you're using one
5. Disable browser extensions temporarily
6. Clear your browser cache

I keep getting disconnected

1. Check your internet connection stability
2. Move closer to your router
3. Try a wired connection
4. Close bandwidth-heavy apps
5. Ask your facilitator if others are having issues

"Connection error" message

1. Check your internet connection
2. Refresh the page
3. Try a different browser
4. Clear your browser cache
5. Contact your facilitator if the problem persists

Browser Issues

Which browser works best?

Recommended: Chrome or Firefox (latest versions) Works: Edge, Safari (may have some limitations) Not supported: Internet Explorer

If you're having issues, try switching to Chrome.

Browser says "site not secure" or blocks access

1. Make sure you're using the correct link
2. Try a different browser
3. Check if your organization's firewall is blocking the site
4. Contact your IT department if on a corporate network

Still Stuck?

Ask for help during the session

1. Use chat - Type your issue, someone may help
2. Raise your hand - Get the facilitator's attention
3. Send a private message - To the facilitator if that option exists

General troubleshooting steps

If you've tried everything:

1. Refresh the page - Fixes many issues
2. Try incognito mode - Rules out extension problems
3. Try a different browser - Chrome usually works best
4. Restart your browser - Clears out memory issues
5. Restart your computer - Nuclear option, often works

Contact support

If nothing works:

• Note what browser and device you're using
• Take a screenshot of any error messages
• Describe what you were doing when the issue happened
• Contact your facilitator or organization's support