If the call doesn't work at all

1
Is your System supported

Grape Call is meant to be run on Chrome or your Grape Desktop app. 

  • Firefox is partly supported, 
  • Internet Explorer will be supported once it runs on Chromium,
  • and Safari is currently not supported at all.

If you run Grape on one of the above browsers the best way forward would be, to download the Grape Desktop App for guaranteed functionality.

2
Check if your Network supports the technology

Some Firewalls and Networks don't allow so-called webrtc connections. To test this, go to https://test.webrtc.org/ and check if your network allows for UDP and if your Connectivity supports Relay and Host connections.

If not, you might have to contact your administrator to fix your firewall settings.


Audio issues

If you run into any audio problems, here are some ways to pinpoint and troubleshoot the problem.

1
Check your settings

Check the settings of Grape (clicking the 3-dots in the bottom-right of the call) and selecting "Settings" from the context menu

Confirm that the correct microphone and audio output device is selected.

You can also play a test sound by clicking the link underneath.

2
Restart the call

If it still doesn't work, it's time for a restart

  • Restart the Grape App, then try to make your call again.
  • For those using Grape in Google Chrome: quit Chrome, relaunch your browser, and then reopen Grape.


Video issues

If you run into troubles with the video connection try the same things as with audio issues. If that doesn't work, follow the following steps:

1
Check your bandwidth

Hover over your miniscreen and move your cursor over the small network icon on the top-left. If your connection is good, the icon should be green and the overlay should read "Connection: Good"

2
Check your permissions (Google Chrome)

Did you give Grape permission to access your video? On the top-right of your address bar in the browser you can check if Grape has access to your Camera and Microphone.

3
Check your permissions (Windows)

If you run Grape Desktop on Windows, check your permissions by navigating to Windows Settings > Privacy > Microphone AND Camera and toggle "Allow apps to access your camera/microphone" 

4
Check your permissions (Mac)
  1. On your Mac, click the Apple logo in the top-left of your screen > Go to System Preferences, click "Security & Privacy", then click "Privacy".
  2. Select Camera.
  3. Select the checkbox next to Grape to allow it to access your camera.


Bandwidth and Performance issues

If your computer starts overheating or the quality of your call drops, here's what you can do:

1
Change overall video quality

Select "Manage video quality" from the bottom-right settings menu and move the video call quality to "Low definition" or "low bandwidth" depending on the severity of your call issues.

2
Disable other apps

Video calls require a lot of bandwidth and hardware power. That's why we recommend to turn off as many other tools as possible if you run into hardware issues.