Since the start of the fall term, network users on campus have reported issues when using videoconferencing solutions, such as Zoom, MS Teams meetings, and Webex.
These may include choppy video display, freezing, and, in some cases, dropped calls.听
Although an issue was discovered in the first week of classes, a fix was implemented by September 3.听Since then,鈥痺e have determined that the overall network performance is good and is not experiencing any major issues.鈥疻e will continue our monitoring activities鈥痶o ensure鈥痶hat the network continues to鈥痯erform as鈥痳equired.鈥��
In the meantime, we recommend that鈥痷sers who are still experiencing issues鈥痜ollow some basic steps鈥� to鈥� optimize 鈥痶he quality of video calls on campus:鈥�
I have no problem watching YouTube on my computer 鈥撎齭o听why听is my video call quality so bad?
Video that is delivered via services like YouTube and Netflix is buffered in order to ensure smooth, continuous viewing. Video conference calls, by contrast, are delivered in real time: Without buffering, users may experience a choppier viewing experience.
Note: Please refrain from viewing听video听for entertainment purposes on the McGill network.听Video听usage significantly听increases the demand for听bandwidth, and听viewing for听entertainment听places unnecessary听stress听on the McGill network.听As a result, other users听who need this resource for their studies and work听could suffer from the resulting lack of听bandwidth.听
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- Turn off all unnecessary computer applications during your video call.鈥疺ideoconferencing requires a large amount of鈥痽our computer鈥檚 resources, and having multiple applications open simultaneously can cause performance issues.
- Avoid crowds when using McGill鈥檚鈥疻iFi:鈥疻ireless bandwidth is shared, and your video session quality will suffer if you are connecting from a crowded area where other devices may also be participating in a Zoom, MS Teams, or鈥疻ebex鈥痬eeting. Think of鈥� WiFi鈥痑s a pie: The more users share it, the smaller each slice will be.
- If available, use a wired connection鈥痺hen giving lectures or leading a conference call. A wired connection is more reliable as it will provide dedicated bandwidth.
- Confirm if your building has received鈥痶he鈥痭etwork鈥痷pgrade.鈥�For the past few years, the McGill campus鈥痟as been receiving ongoing improvements to its wired and wireless networks鈥痸ia the鈥�Network and Information Security Upgrade project. Additional鈥� indoor and outdoor鈥痺ireless鈥痑ccess points have been installed, building by building, to 鈥痠mprove鈥� wireless access to all users. 鈥疘f鈥� you鈥� are experiencing 鈥痭etwork听 connectivity鈥� issues, the building you are in鈥� may not have 鈥痽et鈥痳eceived the upgrade. Check 鈥痶he鈥�Buildings 鈥� status鈥�section on 鈥痶he鈥�Network upgrade status page 鈥�to confirm鈥� which buildings have been upgraded.鈥��
- Make sure your computer has enough RAM鈥�(memory) available to run a videoconferencing solution.鈥�
How to check for RAM usage: Depending on your computer's operating system, open the appropriate utility to view this information.听- On Windows:听 Task Manager听
- On Mac: Activity Monitor听(consult the for details)
- For staff:鈥�If you are using a McGill-managed computer,鈥痗ontact the IT Service Desk 鈥痶o鈥痷pgrade your RAM if necessary.鈥��
- If you experience issues when using Teams, reboot your computer. Updates to Teams are applied periodically,听and these may not take effect until you restart your system.听
- Turn off functions that are not immediately required for your call:听Certain features in videoconferencing apps require more bandwidth and can affect the quality of your call:
- Mute your microphone鈥痺hen you are not talking to save bandwidth.
- (Zoom only)听If you do use video during your Zoom call, you can disable HD video to save bandwidth:
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Right-click the Zoom icon at the bottom of the screen and select Settings:
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Next, select听Video听and uncheck the听Camera HD听box:听听
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- If your video call is completely unstable, switch to a phone call by dialling in via the phone number associated to the session. This way, you will at least be able to speak and listen in on the session.
If you have tried the above recommendations and are still experiencing issues, please鈥�. We ask that you provide the following information when you contact us, to assist us in identifying the cause of the problem:
- Application you are running (name and version)
- Your physical location when experiencing videoconferencing issues
Additional resources:
- Resources for a hybrid workplace: Tips and guidelines for working from home and from the office.
- Flex spaces - Fall 2021 Guide:听Flex spaces available for students to study, eat, and attend online lectures
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