Twilio is Handshake's video provider for Virtual Fairs, Events, and Interviews. You'll be able to join a session up to five minutes early to test your connection.
Requirements
- An internet connection – broadband wired or wireless (3G or 4G/LTE)
- Speakers and a microphone – built-in or USB plug-in or wireless Bluetooth
- Supported Devices:
- Desktop web
- iOS app now
- Android app in mid August
- mobile web: We strongly recommend desktop web and native mobile apps for the best experience!
Optional, but recommended if you'd like to use video:
- A webcam or HD webcam - built-in or USB plug-in
Troubleshooting
You can use this checklist to solve many of the video issues you might experience:
- Make sure that you have a reliable Internet connection.
- Twilio provides a network test to test internet, audio, visual, etc: https://networktest.twilio.com/
- Make sure that you are using a supported browser.
- We recommend Chrome or Firefox for the best experience.
- Browser & OS support: https://www.twilio.com/docs/voice/client/javascript#supported-browsers
- In Safari there may be an issue where some people may not hear sound. We are going to try and solve for this by adding an “unmute speaker audio” button users should tap to get Safari to publish the sound.
- Participants could also go to preferences-->websites and change joinhandshake.com and/or joinhandshake.co.uk from “Stop Media with Sound” to “Allow All Auto-Play”
- Participants could also go to preferences-->websites and change joinhandshake.com and/or joinhandshake.co.uk from “Stop Media with Sound” to “Allow All Auto-Play”
- Minimise the number of resources (i.e. close unused tabs and applications) on the computers/devices when using video.
- Move closer to your router.
- Confirm that your speakers and volume control both work.
- Test the sound and microphone by using another platform or application through your device.
- Confirm that your device can play video.
- We recommend testing this by watching a video on Youtube.
- Confirm that you've granted permission on your browser or app for both audio and video.
- Refresh the page on your browser on desktop or mobile.
- Restart the browser, or close the app and reopen.
- Try a different supported browser.
- Restart your computer or device.
Windows 10 Troubleshooting
Windows has its own privacy settings for microphone & camera that are independent of the browser. By default in most cases this is turned off.
There are two settings pages:
- Settings > Privacy > Microphone
- Settings > Privacy > Camera
Both pages have two toggles:
- Allow apps to use my microphone/camera (used for built-in Microsoft apps from their app store)
- Allow desktop apps to use my microphone/camera (used for things like browsers and Zoom)
The second toggle can only be enabled if the first is enabled, so users will need to turn both toggles on in both places for their browser to be able to access their mic and camera.
Firewall/Whitelisting
Some users have restrictions on their work computers that will block them from accessing Handshake Video. These users will need to have their IT teams whitelist Twilio's IPs and unblock a few endpoints in their firewalls. Please use the following information if you can't connect to sessions or load video/audio/chat:
Here is a list of endpoints and IP addresses that are used for the service:
Endpoints:
IP Ranges:
34.203.254.0 - 34.203.254.255
54.172.60.0 - 54.172.61.255
34.203.250.0 - 34.203.251.255
3.235.111.128 - 3.235.111.2551
Here's some more details on this from our provider: https://www.twilio.com/docs/video/ip-addresses
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