Using BigBlueButton

Technical troubleshooting

For frequent errors, please consult the troubleshooting suggestions below or the HRZ’s BigBlueButton FAQ.

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  1. Is the correct browser in use?
    • Please note that only Google Chrome and Mozilla Firefox are officially supported. Smooth performance with Safari or other browsers cannot be guaranteed.

  2. Is the link used to join the meeting correct?
    • A wrong link may be accidentally shared, for example, because you have created several rooms in BBB. Only use the permament link displayed during the conference or on the dashboard to join meetings. The URL, displayed in your browsers search bar, will not suffice to join a meeting.

  3. Other problems:
    • Please try to to reload the page, rejoin the meeting or restart the browser. Try to empty the browser cache and delete cookies. Please make sure that you using the latest version of your browser.
    • If you are using a VPN, please deactivate it and try to connect to the meeting.
    • Please check your firewall settings, make sure the browser settings and permissions are appropriate. Check the settings of your Antivirus software.
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  1. A participant muted themselves: This is recognizable by the red microphone icon shown in the user’s interface or in the participant list. A participant's click on the microphone icon in the middle of the conference interface unmutes the user.
  2. A participant joined the conference without a microphone: This can be recognized by the headset icon instead of a microphone icon beside the participant’s name or in the middle of the participant's conference interface. In this case, the participant should first log out of the meeting and rejoin the meeting. While rejoining, select the microphone icon to participate with a microphone.
  3. A participant is using Google Chrome or Mozilla Firefox on an Apple device: In this case, please check the browser settings under Preferences / Privacy and Security. Grant your web browser the authorization for microphone access. Also check your system's settings to grant your web browser the necessary permissions.
  4. Was the correct microphone chosen? While joining the conference the browser bar will show you if access to the microphone is granted. Here, you can also determine which microphone should be used by clicking on the respective microphone. New microphones are not always automatically chosen by your browser.
  5. Is the microphone inaudible or very quiet? This error occurs more frequently with devices that use the Windows 10 operating system. In this case, open Settings/System/Sound. Here you can check your microphone settings as well as the input volume.
  1. A participant is using Google Chrome or Mozilla Firefox on an Apple device: In this case, please check the browser settings under Preferences / Privacy and Security. Grant your web browser the authorization to share your screen. Also, check your system's settings to grant your web browser the necessary permissions.
  2. Please check your room settings. Participants need permission to share their screens.
  3. Please check if the presenter status has been granted during the conference.
  1. In this case, the internet connection might be overburdened. All participants should try to turn off their cameras to reduce the amount of processed data. Downloads or uploads should be paused. If you are participating with older or lower-performance hardware, please reduce the number of applications and programs that are running parallel to the conference.

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