[Soumi Papadopoulou]

dear FarPlay team,

on the 22nd of December I had 7 Farplay sessions with my uncles in Toronto.

in 5 out of the 7 sessions I could not hear my uncles. Only they heard me.

in one of the sessions, I could hear my uncles but they could not hear me

only in one session, we could hear each other. However that session lasted only a few minutes.
As a result we could not jam this time

Can you please check the cause of these sound errors and address them ? Please let me know once addressed.

we have not encountered such challenges before and look forward to enjoying high quality jamming sessions soon again 🙂

best regards
Soumi

[David Liao]

Dear Soumi,

Thanks for your message. Sorry there were connection issues. I’ll have a team member help me get diagnostic info for your connections. In the meantime, the session that you mentioned lasted only a few minutes suggests some possibilities:

• Check that each site is using the same internet connection that worked in the past. For example, check that neither end switched from a fiber/cable connection to a 5G (“mobile hotspot” or “fixed wireless”) connection.
• Be sure each site turns VPN off, if used.

Thank you,
David Liao

• This reply was modified 6 days, 12 hours ago by David Liao.

[David Liao]

Hi Soumi,

Anton looked at your session logs. If you encounter the problem again, try rebooting routers at both ends.

Anton saw in the logs that you and your uncles were able to establish connections, but then one side stopped receiving media. When Anton encounters routing/delivery issues, he usually reboots the router as a first step, which sometimes helps.

Thank you,
David Liao