I’m experiencing poor video quality

If your video quality is poor during an XpertEye session, follow these steps to identify and resolve the issue:

1. Check network signal strength and stability

• Poor video quality may result from a weak Wi-Fi/LTE-4G signal or an unstable network with high latency.
• Check the signal strength on your device and ensure there are no signal issues.
• Test network stability using nPerf:
  • Latency of 300–400 ms or higher may lead to poor video quality.
• If signal strength and stability are good, proceed to the next step.

2. Address Wi-Fi network saturation

• A saturated Wi-Fi network (high usage by multiple users or applications) can reduce bandwidth and cause video quality issues.
• If possible, close applications that consume significant bandwidth or switch to a smartphone hotspot to test the connection.
• If the network is not saturated but the issue persists, proceed to the next step.

3. Verify network requirements

• Ensure that the network requirements for XpertEye are met:
  • Corporate networks may have restrictions or insufficient configurations.
  • Refer to the technical documentation and consult your IT department to verify that all requirements are followed.
• If network requirements are met and the issue persists, proceed to the next step.

4. Contact Customer Support

• If all steps have been followed and the video quality remains poor, contact Customer Support for further assistance:
  • Email: support@xe.live 
  • Submit a support ticket