[Vince]

I have a subscription and am located in California. I’m trying a session with two other players that don’t have subscriptions. I’m using a Mac, and the other players are using Windows 11 computers; one is in California (Name is “Jon”), and the other is in New Mexico (name is “Cal”). We all have a cable connection with ethernet to the computers. “Cal” is using a scarlet interface.

Jon and I always have a stable connection, but when we add “Cal” into the session it works for a while and then, after a variable length of time, “Cal” loses the audio connection; but the video continues to work.

All three of us can have a session on JamKazam without any issues, but the latency is lower on FarPlay; so we want to use FarPlay.

Any suggestions?

[David Liao]

Hi Vince,

Thank you for your question. We suggest the following for Cal:

• If you need to reset the audio during a session (extremely unusual), look in the Devices subpanel, click the Headphones: pull-down menu, click to choose No Audio, and then click the Headphones: pull-down menu to switch back to the device you want to use. This way, you don’t have to leave the session.
• Make sure you’re using the most up-to-date ASIO drivers for your Scarlett.
• Make sure no other audio application is running while using FarPlay.
• In your Focusrite Scarlett’s control panel, try a higher ASIO Buffer Size (if you’re using 32, for example, try 64). While you’re here, check that the sample rate is 48000 Hz. If audio is still cutting out, try checking the checkbox for Safe Mode.
• Double-check your setup using our QuickStart guide customized for Windows PCs with external audio interfaces.

Thank you,
David Liao

• This reply was modified 1 week, 6 days ago by David Liao.
• This reply was modified 1 week, 6 days ago by David Liao.