Frequently Asked Questions - Gruveo

Frequently Asked Questions

Are Gruveo calls secure?
Why can’t I use Gruveo in Chrome/Firefox/Opera 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 Gruveo 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.
The other party hears an echo when I’m on Firefox on Android. Why?
I am getting the “Cannot access camera and/or microphone” message when trying to make a call.
I have accidentally denied Gruveo access to my camera and mic and now I cannot connect.

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.

Back to top

Why can’t I use Gruveo in Chrome/Firefox/Opera 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 Safari on iOS 11+, or with our iOS app. Click here to give it a spin!

Back to top

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

When running in certain browsers or on certain devices, Gruveo does not support the full set of video codecs normally used by other Gruveo endpoints. Such “limited” configurations include:

  • Safari on macOS and iOS
  • Chrome and other browsers (except Firefox) on some Android devices
  • The Gruveo app on some Android devices.

When two or more such “limited” browsers/devices end up on the same Gruveo call, 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. Most of your calls will be fine even if you use a “limited” browser or device. And even if you do end up on a call with incompatible video, Gruveo will suggest the browser/app to use instead.

Back to top

I am not receiving a confirmation link after signing up.

Please log in to Gruveo at www.gruveo.com, go to Settings and 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, please click “Change Email” and change it to the correct one. You may also want to check your spam folder.

Back to top

I am not receiving incoming calls on my Gruveo link.

Please make sure you have incoming call notifications enabled on your device. Click here for details.

Back to top

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

In modern Chrome, Firefox and Opera, 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 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.

Back to top

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

Gruveo is only able to detect microphone issues in modern versions of Chrome, Firefox and Opera. If you are using Safari or Internet Explorer, 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, Firefox or Opera 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.

Back to top

The other party hears an echo when I’m on Firefox on Android. Why?

Firefox on Android seems to have issues with acoustic echo cancellation. Try wearing a headset, or switch to Chrome or Opera which provide better sound quality on Android.

Back to top

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 has been permanently denied access to your camera and mic in your browser. Please check the next question for details.

Back to top

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

Allowing Gruveo to access camera and microphone in ChromeIf 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”.

 

Enabling voice and video for Gruveo on AndroidIf 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.

Resetting site preferences in FirefoxFor 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.

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.

Back to top

Didn’t find your question here? Click here to contact us.