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Fixing poor Video (or Audio) quality from computer

Last Updated: February 6, 2019 // 12:04 PM

BlueJeans is continually improving our network to provide the best possible meeting quality. If you're still seeing poor quality Video (e.g., blurry, fuzzy images) or Audio (e.g., choppy voice, cutting in and out) from your computer, please try:

  1. If your wifi signal is "spotty," move to an area with stronger signal, closer to your wifi access point.
  2. Testing bandwidth. Minimum of 384 Kbps (for both upload and download) is needed to support a BJN video call.
    • For 720p HD resolution the user should have at least 1024Kbps (1Mbps) up/down bandwidth.
  3. If your audio is poor try using a USB headset with boom mic. Click here for our recommended headsets and microphones.
  4. Closing other CPU and Bandwidth-hungry applications running on your computer simultaneously, such as internet videos and file backups. High fan noise is a symptom. Solutions include:
    • Shutting down other applications running simultaneously,
    • Turning off video send (camera button) can also reduce load, and
    • Reducing the size of the browser window.
  5. If your video, seen by others, is poor, make sure your laptop camera is producing a good quality image. If you look fuzzy in your self-view, install a "high definition" webcam. Make sure there is good lighting and your camera lense is clean.
  6. Avoid access from a local network with a high level of traffic, such as coworkers streaming video, a community wifi network (airports, coffee shop, etc.).
  7. Reducing USB bus bandwidth/jitter.  A headset and camera plugged into the same (or neighboring) USB port can sometimes cause a USB bandwidth problem. Solutions include:
    • Relocating the headset to a different USB port further away from the camera connection, or
    • If both are plugged into a docking station, or USB hub in a screen, it can help to move the headset to a port directly on the PC itself.
  8. Reducing USB packet loss due to excessive cable length. Improvised room systems with USB speakerphones that are more than 12 feet away from the PC could experience USB packet loss due to the long cable.  It may help to use a higher quality cable, or a cable with an amplified USB repeater.
  9. Avoid using traffic shaper and implement QoS in local network, to optimize video quality.
  10. Make sure your computer is not in a low battery state. Plug in the power cord. If using Windows, change your power settings to "high performance".
For audio problems, if the above methods fail to improve quality, you may opt to switch to phone audio. In this scenario, you would continue to receive video and other content through the BlueJeans app, but audio would be transmitted via phone instead.
 
When using the desktop app during a meeting, a downward arrow ("Audio Options") found to the lower-right of the microphone symbol can be clicked to display the "Switch to phone audio" option. If selected, instructions will be provided for connecting to audio by phone.
 
For additional information about optimizing your network for use with BlueJeans, click here.