Frequently Asked Questions - Gruveo

Frequently Asked Questions

General

Are Gruveo calls secure?
Does Gruveo comply with GDPR?
Is Gruveo HIPAA-compliant?
Do you provide an embedded/white-label version, or an API?
Can I dial into a Gruveo call using a phone number?

Technical / Troubleshooting

What is the minimum required bandwidth for video calls?
Why can’t I use Gruveo in Chrome or Firefox on iOS?
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.

Are Gruveo calls secure?

Yes. All Gruveo calls are encrypted, with one-on-one calls being encrypted end-to-end as per the WebRTC standard. Please refer to our Privacy Policy for more details on the call security.

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Does Gruveo comply with GDPR?

Gruveo is GDPR-compliant. Please see our Privacy Policy for details.

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Is Gruveo HIPAA-compliant?

Being a European company, we do not have a HIPAA compliance program implemented, nor do we sign HIPAA Business Associate Agreements.

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Do you provide an embedded/white-label version, or an API?

We do not offer a solution for white-labeling Gruveo or embedding it into third-party platforms.

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Can I dial into a Gruveo call using a phone number?

Gruveo does not support the dial-in functionality at the moment.

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What is the minimum required bandwidth for video calls?

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.

Why can’t I use Gruveo in Chrome or Firefox on iOS?

Third-party browsers on iOS have to use Apple’s browser engine, which does not currently expose the WebRTC technology required for Gruveo to those third-party browsers. However, you can still make Gruveo calls in vanilla Safari or with our iOS app.

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I’m getting a message that says “Your video configuration is incompatible with that of the other call participants”. What does it mean?

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.

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I am not receiving a confirmation link after signing up.

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.

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I am not receiving incoming calls on my permanent link.

1. Make sure you are logged into Gruveo

  1. Open www.gruveo.com in your browser or launch the Gruveo app on your device
  2. Log out of your Gruveo account
  3. Log back in.

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.

2. Check your billing status

  1. Go to the Billing section of your account dashboard
  2. Check the “Subscription status” field.

If your subscription status is shown as “Expired”, then your Gruveo subscription has expired and you can no longer receive incoming calls. You can reactivate the subscription by clicking “reactivate”.

If your subscription status is “Active” or “Canceled”, see step 3.

3. Check if calls come through when you have the Gruveo page or app open

  1. Open www.gruveo.com in your browser or launch the Gruveo app on your device
  2. Make sure you are logged into your Gruveo account
  3. Initiate a call on your permanent link from another device.

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:

  1. Log into your Gruveo account on www.gruveo.com
  2. On the “Set up a Call” page, check if the link you are using is in the list of your permanent links.

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.

The Set up a Call page in your Gruveo account lists all your permanent links.

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I am getting a warning that says “Your microphone may not be working.”

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:

1. Check your hardware

  1. Ensure that your microphone is plugged in and is functioning properly
  2. Check that your microphone’s mute button isn’t on.

2. Check your system microphone level

Microphone Levels on a MacIn you are on a Mac:

  1. Launch the System Preferences app
  2. Choose “Sound” and then click the “Input” tab
  3. Select your microphone from the list
  4. Move the “Input volume” slider all the way to 0 and then to about 75%.

If you are on Windows:

  1. Right-click the speaker icon next to the clock and choose “Recording devices”
  2. Click the “Recording” tab in the dialog that pops up
  3. Microphone Levels on WindowsSelect your microphone from the list and then click “Properties”
  4. Click the “Levels” tab in the Microphone Properties window that pops up
  5. Move the microphone level slider all the way to 0 and then to about 75%.

3. Restart your browser

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.

4. Restart your computer

As a last resort, try rebooting your computer and then starting the Gruveo call again.

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I’m getting no microphone warning but the other party still cannot hear me.

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:

  1. Make sure that their system volume is not muted
  2. Ensure that their speakers are plugged in, turned on and are functioning properly
  3. If the above doesn’t help, ask them to quit their browser and then start it again
    • Note to Mac users: Simply closing the browser window won’t work. Quit the application by pressing ⌘Q
  4. As a last resort, ask the other party to reboot their computer and then start the Gruveo call again.

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I am getting the “Cannot access camera and/or microphone” message when trying to make a call.

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.

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I have denied Gruveo access to my camera and mic in my browser and now I cannot connect.

If you are using Safari on iOS, follow the steps below:

  1. Open the Settings app on your iOS device
  2. Go to “Safari” and scroll down to the “Privacy & Security” section
  3. Make sure that “Camera & Microphone Access” is turned on
  4. Open Safari and reload the Gruveo page.

If you are using a desktop version of Chrome, do this:

  1. After a failed call, a crossed camera icon will appear in Chrome’s address bar
  2. Click the crossed camera icon
  3. In the dialog that pops up, choose “Always allow www.gruveo.com to access your camera and microphone”
  4. Click “Done”
  5. A message prompting to reload the page will appear on top. Click “Reload”.

Allowing Gruveo to access camera and microphone in Chrome

If you are using Chrome on Android, follow these steps:

  1. While in Chrome, press the Menu key on your device
  2. Tap “Settings”, then “Content settings” and then “Website settings”
  3. Tap the line that says “https://about.gruveo.com:443” and has a crossed camera icon next to it
  4. On the screen that appears, check the box next to “Voice and video”
  5. Exit the settings screens and reload the Gruveo page.

Enabling voice and video for Gruveo on Android

For Firefox on desktop, here is what you need to do:

  1. In Firefox, click the “History” menu item and then “Clear Recent History…”
  2. Select “Everything” in the “Time range to clear” dropdown box
  3. Make sure the “Site Preferences” checkbox below is checked
  4. Click “Clear Now”
  5. Reload the Gruveo page.

Resetting site preferences in Firefox

Finally, if you are using the Gruveo iOS app:

  1. Launch the Settings app on your iOS device
  2. Go to “General”, then “Reset”
  3. Tap “Reset Location & Privacy”
  4. Tap “Reset Settings” in the prompt that appears
  5. Restart the Gruveo app.

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I am getting the “Cannot access camera and/or microphone” message on macOS Catalina or later.

Your browser may be denied microphone and camera permissions in macOS, which causes Gruveo to fail.

Try the following:

  1. Open the Settings app on your Mac
  2. Go to “Security & Privacy”
  3. Switch to the “Privacy” tab
  4. Click “Camera” in the left-hand pane
  5. Make sure that the checkbox next to the browser you’re using is checked
  6. Do the same for “Microphone”, too.

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