Practical troubleshooting of BigBlueButton Meeting.

Before we begin, ensure that users are using BigBlueButton-compatible browsers. BigBlueButton is browser-based software, so you must use the appropriate browser to get the best performance.
- Desktop/Laptop: Chrome, Firefox, or Edge (latest versions) 
- Mobile iOS (12.2+): Safari Mobile 
- Mobile Android (6.0+): Chrome Mobile 

If this is your first time using BigBlueButton, please have all users arrive 10-15 minutes early so that you can do testing and troubleshooting. It will be extremely beneficial and less stressful. Here are some examples of common problems, along with possible solutions. Most of the time, it will work and assist you in resolving the issue.

1.The User can not join with the microphone, or the User can not share the camera.  

—-Verify that the BigBlueButton meeting link has been granted permission to use the microphone or camera by the browser. If not, you must grant permission and re-join the audio or share the camera.
—- If it still doesn't work, try switching browsers, either from Chrome to Firefox or from Firefox to Chrome.
—- If it still doesn't work, restart your computer and try again.
—- If none of these solutions work, contact tech support and remember to include the error code information and screenshots. It will be extremely beneficial to the tech support team in debugging and quickly resolving the issue.

 
2. The User can not share a screen.  

—- Verify that the user followed the correct procedures for sharing the screen. Users must allow the browser to share the screen and remember to click share.
—- If it still doesn't work, try switching browsers, either from Chrome to Firefox or from Firefox to Chrome.
—- If it still doesn't work, restart your computer and try again.
—- If none of these solutions work, contact tech support and remember to include the error code information and screenshots. It will aid the tech support team in debugging and quickly resolving the issue.
  

3. Voice keeps getting cut in and out. 

If only one user is experiencing this issue, try first to mute this User; otherwise, this User will keep the entire meeting room noisy.
Then advise this user to do the following: —- Try using the Data Saving mode. It could be due to a bad internet connection.

—- Remove a headset or refrain from using a Bluetooth headset. If all or most of the users are experiencing this voice problem, you should contact tech support because the server is most likely experiencing connection issues or server overload.

4.Noise background  

 
Typically, this problem is caused by one or more users having a noisy background. This User can be found on the left and top sides of the panel, where it will flash the user icon when someone speaks.

 
It is best to mute all users except the host or presenter. Alternatively, you can restrict the User's ability to use a microphone and only grant permission when you need this User to speak.
  

5. One or a few users suddenly dropped.  

If one user abruptly drops, first ensure that this user did not log out of the meeting on his or her own. If not, it is possible that this User's connection has been lost and he must re-join.

 
6. The meeting suddenly ended, and all users been kicked out. 

 
—- Check to see if there is another moderator in the room, as he may accidentally click end meeting when attempting to logout.
—- If the moderator does not join or joins but does not take action for an extended period of time, such as 30 minutes, the BigBlueButton system will automatically end this meeting.

 
These are some common issues; the most common and practical solution is to switch browsers or restart the computer.
It may appear simple, but it solves the majority of the problems. If you require additional assistance with BigBlueButton meetings, please Contact Us via our support channel. Take a look at our BigBlueButton services & BigBlueButton Hosting.