Video chat lagging or stuck on connecting: what to try

How a video call connects

A video call tries to link two devices directly so the picture travels straight between them. That direct route can fail if either person is on a network that restricts it. When it does, a relay server can pass the video along instead. A relay helps a call connect, though the path is longer, so it may feel a little less smooth than a direct link.

Quick things to try first

Start with the fixes that cost nothing.

• Refresh the page and try again.
• Tap Next person. Sometimes the problem is with one particular connection, and the next match connects fine.
• Close other tabs and apps, especially anything streaming video, downloading or backing up photos.
• Move closer to the router, or step away from thick walls.

Wi-Fi or mobile data?

Neither is always better. A busy hostel or office Wi-Fi shared by many people can be slower than your own mobile data. A weak mobile signal in a basement or a lift can be worse than a decent Wi-Fi line.

If one is struggling, switch to the other and reload. A steady connection matters more than which type it is.

VPNs and strict networks

A VPN adds an extra stop between you and the internet, and some VPNs block or slow the direct connections video calls use. College, office and public Wi-Fi networks can also have firewalls that restrict them.

If a call will not connect, switch the VPN off and try again, or move to your phone's mobile data. If a network is managed by your institution, the restriction may not be something you can change.

If it still will not work

Restart your router or phone, check that your browser is up to date, and try Chrome on desktop and Android or Safari on iPhone, which is where kynq works best. If the problem continues across networks, write to hi@kynq.in and mention your device, browser and roughly when it happened.

Questions

Why is my video chat stuck on connecting?

Often the network is blocking the direct link, a VPN is in the way, or the connection is weak. Refresh, switch between Wi-Fi and mobile data, turn off any VPN, or try the next person.

Does a VPN affect video chat?

It can. Some VPNs slow or block the connections video calls rely on, so turning it off is a good first test.

Why does my video freeze but the audio continues?

Video needs more from your connection than audio. Closing other apps or moving closer to the router often helps.

Is the lag caused by the other person?

It can be, since both connections matter. If it stays bad, use Next person or Leave and try again.