[Oscar]

Hello, we’ve been having problems with video quality today; it’s pixelated. A screenshot is attached. We’re using an audio interface, headphones, and a wired fiber optic connection for both connections, and both computers are iMac. Please let us know what the problem might be. Thank you.

Attachments:

1. 

   Captura-de-pantalla-2026-05-04-a-las-17.20.37-scaled.jpeg
   

[David Liao]

Dear Oscar,

Thanks for the screenshot. Please make sure that VPN is off on both your computers.

Thank you,
David Liao

• This reply was modified 5 days, 1 hour ago by David Liao.

[Oscar]

Thanks, but I don’t have a VPN on my Mac and my colleague had his disconnected.

[David Liao]

Dear Oscar,

Thank you for checking.

For each computer, please make sure that Wi-Fi is off and that the Ethernet cable goes all the way to the router that receives the internet signal where the internet signal first enters the home (not a repeater/extender router).

If these suggestions don’t fix the problem, reboot the routers the computers’ Ethernet cables are plugged into. Rebooting routers is an easy fix for connection problems (high latency, poor quality, or being unable to connect at all).

Thank you,
David Liao

• This reply was modified 5 days ago by David Liao.
• This reply was modified 5 days ago by David Liao.
• This reply was modified 5 days ago by David Liao.