What is the minimum required bandwidth for video calls?
What protocols and/or ports do we need to open in our firewall to use Gruveo?
I’m getting a message that says “Your video configuration is incompatible with that of the other call participants”. What does it mean?
I am not receiving the confirmation link after signing up.
I am not receiving incoming calls on my permanent link.
I am getting a warning that says “Your microphone may not be working.”
I’m getting no microphone warning but the other party still cannot hear me.
I am getting the “Cannot access camera and/or microphone” message when trying to make a call.
I have denied Gruveo access to my camera and mic and now I cannot connect.
I am getting the “Cannot access camera and/or microphone” message on macOS Catalina or later.
Being a European company, we do not have a HIPAA compliance program implemented, nor do we sign HIPAA Business Associate Agreements.
We do not offer a solution for white-labeling Gruveo or embedding it into third-party platforms.
Gruveo does not support the dial-in functionality at the moment.
Video calling on Gruveo requires a 0.3 Mbit/s or faster internet connection. We recommend 2 Mbit/s or more for a comfortable video calling experience.
Gruveo does a pretty good job navigating around various firewall configurations automatically, but it may need extra help in case of an especially restrictive firewall.
At the very minimum, the devices on your network need to be able to make outgoing connections on TCP port 443 to gruveo.com and its subdomains. For best results, the devices should also be allowed incoming and outgoing connections over UDP port range 49152:65535 with anyone.
This issue occurs when one or more call participants use an older version of Safari on macOS or iOS. Safari prior to version 12.1 on macOS and Safari on iOS older than 12.2 do not support the full set of video codecs normally used by other Gruveo endpoints. This incompatibility may lead to some call participants being unable to see others and be seen by them. Call audio always comes through, however.
It is important to note that such incompatibility situations are quite rare. As users update their iOS and Mac devices (Safari 12.1 for macOS and iOS 12.2 became available in March 2019), they will become progressively rarer. If you do end up on a call with incompatible video, Gruveo will suggest the browser or app to use instead.
Please log in to Gruveo at www.gruveo.com, click your name in the upper right corner of the page, and then Profile. Check if your email address is correct.
If it is, please click “Resend confirmation” to have the confirmation link resent to you. If your email is incorrect, click “Change Email” and change it to the correct one.
You may also want to check the spam folder in your email mailbox.
If that fixed the problem, then you must have been logged out of Gruveo and couldn’t receive incoming calls. Otherwise, see the next step.
If your subscription status is shown as “Expired”, then your free trial – or the Gruveo subscription – has expired and you can no longer receive incoming calls. You can activate the subscription by clicking the link that says “activate” or “reactivate”.
If your subscription status is “Active” or “Canceled”, see step 3.
If you receive the incoming call but there are no notifications when the Gruveo page or app are not open, you may have incoming call notifications disabled. Click here to learn how to enable them.
If you don’t receive the incoming call when the Gruveo page or app is open, check if you are using a correct permanent link:
One common mistake is to omit the @ from the link, e.g. use gruveo.com/acme instead of gruveo.com/@acme. The former is a room link and it will not ring on your end if someone clicks it.
In Chrome and Firefox, Gruveo is able to detect when your microphone is not generating any sound (not even normal background noise). In such cases, Gruveo shows the warning asking you to check your microphone. Here are the steps to troubleshoot this:
In you are on a Mac:
If you are on Windows:
If the above doesn’t help, quit your browser and then start it again. Note to Mac users: Simply closing the browser window won’t work. Quit the application by pressing ⌘Q.
As a last resort, try rebooting your computer and then starting the Gruveo call again.
Gruveo is only able to detect microphone issues in Chrome and Firefox. If you are using Safari, it is still possible that there is a problem with your microphone. Please refer to the question directly above for troubleshooting.
If you are using Chrome or Firefox but are not getting the microphone warning, then the issue is probably on the other party’s end. Please ask them to do the following:
Please make sure that your microphone or microphone-equipped camera is plugged in as Gruveo won’t allow you to make calls without a mic. If the microphone is OK, see if Gruveo or your browser have been permanently denied access to your camera and mic. Please check the next two questions for details.
If you are using Safari on iOS, follow the steps below:
If you are using a third-party browser on iOS (e.g. Firefox or Chrome), follow the steps below:
If you are using a desktop version of Chrome, do this:
If you are using Chrome on Android, follow these steps:
For Firefox on desktop, here is what you need to do:
Finally, if you are using the Gruveo iOS app:
Your browser may be denied microphone and camera permissions in macOS, which causes Gruveo to fail.
Try the following:
If you don’t see your browser in the “Camera” and/or “Microphone” list, restart your Mac and try making a Gruveo call again.
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