Troubleshooting
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      Troubleshooting Jeenie Web App

      In This Article:

      Check Browser Compatibility and Settings

      Browsers

      The Google Chrome or Firefox web browsers have the best compatibility with the Jeenie app. 

      Settings

      Your browser settings but have the following set to ‘Allow’ for app.jeenie.com: 

      • Notifications
      • Microphone
      • Camera
      • Pop-ups and Redirects (Chrome)
      • Open Pop-up Windows (Firefox)

      To check your browser’s settings, follow these steps:

      • Chrome
        • Settings > Privacy and Security > Site Settings > View permissions and data stored across sites > Search for app.jeenie.com.
        • You will be able to see and edit all permissions.
      • Firefox
        • Settings> Privacy and Security > Permissions. 
        • You will need to click on each permission and ensure app.jeenie.com is allowed under each.

      Run the Pre-Call Test

      1. In the chrome browser, go to https://tokbox.com/developer/tools/precall/ and click the ‘Run Test’ button.
      2. You’ll be able to see the results of the browser’s access to your video and audio tools under Hardware & Software Setup. 
      3. The Connectivity to OpenTok servers should all be green and the Expected Call Quality should be Good or Excellent.
      4. If these are the results and you continue to have issues, try switching browsers. 

      Note: A wired headset is the best way to ensure a good connection.
      Wireless headsets can result in connection issues.

      Troubleshooting for Chrome Browser

      Clear Cache & Cookies

      1. Find the padlock at the top left of the screen, by the bar where you type the website address.
      2. Select ‘Cookies’ on the drop-down menu that appears:
      3. At the next screen, under ‘Allowed’ find jeenie.com and app.jeenie.com. Select those and click ‘Remove’. 

      Reset Permissions

      1. Find the padlock at the top left of the screen, by the bar where you type the website address.
      2. Select ‘Reset Permissions’ on the drop-down menu that appears:
      3. The following screen should look like this:
      4. Toggle the buttons to the right of Camera, Microphone and Notifications to allow them. You will get a message asking you to reload the website to apply the changes, click Reload. 
        • If you do not get the message, please close the browser and open it again

      Check Your Camera and Microphone Device Access

      1. Go to the right side of the screen where a little camera icon shows and click on it. This will show you which devices are being used for audio and video for the website.
      2. If the correct device is not selected for camera and/or microphone, click on manage. This will open the settings menu for Chrome.
      3. A new screen will open up and show the site settings:
      4. Select the camera and make sure the proper camera (internal or external) is selected
      5. Repeat the process for the microphone.

      Allow Notifications

      1. Make sure notifications are allowed and select the Jeenie website to see more detailed settings.
      When you open the site permissions, make sure pop-ups are allowed.


      Chrome Extensions

      If you have completed all of the above and you are still not able to send and/or receive calls, you may have a Chrome Extension installed that is blocking Jeenie. The puzzle piece next to your URL will turn RED if an extension is blocking Jeenie.  
      You will have to turn off the extension for Jeenie, if your extension allows it. These settings are extension-specific, please follow any related instructions provided by that particular extension. 


      Troubleshooting for Firefox Browser

      Check Permissions


      1. Find the padlock at the top left of the screen, by the bar where you type the website address.
      2. Click on the icon next to the padlock, it will display the use of camera, microphone and notifications, make sure they all show as allowed
      3. Go to the right top corner of the screen and click on the 3-lined icon. Select Settings, the third option from the bottom. This should open a new tab.
      4. On the left, select 'Privacy and Security'.
      5. Scroll all the way to the bottom to 'Permissions'
      6. Double-check the camera, microphone and notifications permissions by clicking 'Settings'. 
      7. Click ‘Exceptions’ beside the ‘Block pop-up windows’ checkbox option. In the 'Address of website' field, enter the Jeenie website and click 'Allow'.
      8. After you click on allow, the Jeenie website should show as an exception for Pop-ups. Once you verify it shows as allowed, click ‘Save Changes’.
      9. After the changes are made, when you go to the icon next to the padlock.