What Am I Using?
Video calls freezing or breaking up?
Compare audio-only and video calls, then look for Wi-Fi drops, large transfers or device workload that coincide with the freezes.
Do other online activities stall at the same time?
Ask someone on the same connection whether another app or device also pauses during the call.
Device and operating system
Look for short connection drops
A call can be affected by brief delays even when one speed reading looks good.
- Run a short stability test at the usual location. Keep the test tab visible and note when the call stalled.
- Pause large transfers and compare close to the router or on Ethernet if already available. Share the time and connection type with support.
Compare audio-only with video and screen sharing
Video, effects and screen sharing add workload and use more upstream capacity.
- Turn off optional effects and compare a short audio-only call. Add video and screen sharing back one at a time.
- Note whether everyone sees the freeze or just one participant. If the device also feels slow, check its activity monitor.
Make one controlled test call
A short test call lets you compare features without interrupting an important meeting.
- Start with audio only and no background downloads, then enable video.
- Record the time, call app, connection type and which feature first made it worse.