Video Call Troubleshooting and FAQs
To use Video Call, you will require a broadband connection (ADSL, Cable) which is capable of 512kbps (0.5Mbps) download speed and 512kpbs (0.5Mbps) upload speed. You can confirm if your Internet connection meets this requirement by contacting your Internet Service Provider (ISP).
You can test your Internet connection by visiting Speedtest (Defence Bank is not affiliated with Speedtest or its partners).
You require a PC or Laptop running Microsoft Windows with the following software installed:
To ensure the best Video Call experience, you may be required to reinstall Flash or Silverlight. For a guide on reinstalling Flash and Silverlight, click here.
If you hear your own voice as an echo, please attempt to lower the speaker volume. If this doesn’t work, move the microphone as far away as possible from the speakers. Using a headset or headphones instead of speakers will often stop all echo.
You might be experiencing problems due to a slow Internet connection. You should try closing applications that use the Internet and cancel any file downloads.
Make sure that you have the minimum bandwidth required to make a call (see Broadband Internet connection).
To reduce background noise, make sure you are calling from a quiet location. If you have more than one microphone on your computer, make sure that the video service is using the right one.
If you experience issues connecting or no video you could try the following: