Troubleshoot Screen Sharing Issues
    • 29 May 2023
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    Troubleshoot Screen Sharing Issues

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    Article Summary

    If you're having trouble sharing your screen during a Dialpad Meeting, there are a few helpful tips and steps to follow to remedy the most common issues.
    Let's go over our recommended solutions.

    Connect to a Call Using Your Computer

    This will check off a few potential firewall issues. If connecting through your computer doesn't work, you might need to talk to your internet provider or company about enabling Dialpad Meetings or WebRTC connections on your network. 

    WebRTC is the technology that allows you to connect through your browser and computer. 

    Clear Your Browser Cache

    Screen sharing is a graphics-intensive process, older processors may need to clear memory to make room.

    In Google Chrome, go to Settings > History > Clear Browsing Data > Check Cached images and files and Cookies and other site plug-in data.

    Close/Quit Browser & Terminate Browser Processes

    Closing the browser is not enough — the browser might still be running in the background.  You'll need to terminate the process by pressing CTL + ALT + DEL on a PC or Quit + Function on a Mac.

    ....But my Screen Share Only Breaks on Chrome

    Some Users are experiencing screen sharing breaks/fails when attempting to share their screen during Meetings while using Chrome on macOS Ventura.

    The cause is a bug with how Chrome introduces pending updates. When Users upgrade to macOS Ventura, it removes the pending update and resetting permissions will then restore permissions. 

    Affected Users

    • macOS Ventura
    • Chrome v 98.0.4758.132, 99.0.4844.74, 100.0.4896.45, 101.0.4929.5, 101.0.4933.0
    • Screen Sharing on Google Chrome

    Steps to Fix

    1. Go to System Preferences Security & Privacy Privacy Tab Screen Recording.
    2. Click the lock labeled Click the lock 
    3. When prompted, enter an admin username and password
    4. If it’s already checked, uncheck the box for Google Chrome in the list on the right side.
    5. If prompted, choose Later
    6. Check the same box for Google Chrome that you just unchecked
    7. If prompted, choose Quit & Reopen

    For more information on this bug, see Chromium Bug 1306930 and 1307502.

    Last Resort: Open a Support Ticket

    If the steps above don't solve your issue, reach out to our Support Team so we can take a look.

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