Symptoms
- Video freezes while audio continues
- Call disconnects and reconnects repeatedly
- Video quality drops to blurry or blocky
- Delay between speaking and being heard
Likely causes
- CommonWeak or congested Wi-Fi signalVideo calls need consistent bandwidth, and a weak signal causes freezing and quality drops.
- CommonToo many browser tabs or apps open simultaneouslyLimited RAM on many Chromebooks gets stretched thin during video calls plus other tabs.
- PossibleUsing the Android app version instead of the browser versionSome video call Android apps perform worse on ChromeOS than their web versions.
- PossibleRouter or ISP congestion at busy timesMultiple devices streaming or calling on the same network can cause general slowdowns.
What to do
- Close unnecessary tabs and apps before starting or during the call.
- Move closer to the Wi-Fi router or connect via Ethernet with a USB-C adapter if available.
- Use the browser (web) version of the video call service rather than an installed Android app if you're using one.
- Lower call video quality in the app's settings if the option exists, to reduce bandwidth demand.
- Ask others on the network to pause large downloads or streaming during the call.
- Restart the Chromebook before important calls if it's been running for many days without a restart.
When to call a pro
If lag persists on a strong, uncongested network, an ISP or network technician can check overall connection quality.
Safety
Generally low risk
Generally low risk for a careful person. Stop if anything looks different from what this guide describes.