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Comprehensive Scoot Troubleshooting Guide

Navigating any new platform can be an adventure. This guide is compiled to address common technical problems—prioritizing connectivity, performance, and access—and provide clear solutions for a seamless Scoot meeting experience.

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I. General Performance and Stability Issues

Problem Potential Cause(s) Solution/Recommendation General instability or things appearing “off” General browser issues. Refresh the Page: As a browser-based application, the simplest fix is to refresh the page and rejoin the social/room. Laggy/frozen videos, movement, or dropped connections Poor network conditions or slow bandwidth. Ensure Strong Network Connection: Use strong Wi-Fi. For larger rooms, ensure up to 30 Mbps download and 10 Mbps upload. If sharing Wi-Fi with others, each person requires this same bandwidth. Laggy, stuck, or in-and-out video Hardware acceleration may be disabled. Enable Hardware Acceleration: This feature allows your device to use its specialized hardware (GPU) more efficiently, significantly improving the experience. (Instructions are usually found in your browser’s settings for Google Chrome and Microsoft Edge). Slower movement or other issues despite enabling hardware acceleration The computer/device may not have a fast enough graphics card (GPU). Use a Different Device: Try joining the event using a different, newer computer or device. Laggy or frozen video/disconnections Using an older machine (often > 4 years old). Optimize Device Performance: Close all other applications and tabs to free up resources, and plug in your machine to conserve battery life. Connectivity issues/Inability to join Strict networks, VPNs, or network firewalls blocking UDP connections. Network Configuration: Disconnect from VPNs if possible. If firewalls are suspected, contact your IT department. IT administrators must allow access to Scoot URIs and ports 443, 3478, and 5349.

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II. Audio and Communication Issues

Problem Potential Cause(s) Solution/Recommendation Echo or feedback A participant’s microphone is capturing audio from their own speakers. Wear Headphones: Ask the person causing the echo to wear headphones with a mic. This is the most common solution as audio from headphone speakers won’t reach the microphone. Difficulty hearing or being heard clearly Not using optimized equipment. Use Headphones with a Mic: This often provides a better experience, offering higher quality mics closer to the voice and eliminating potential echo/feedback. Cannot effectively communicate in a group Group size exceeds the maximum limit. Spread Out: If a warning appears that the maximum group limit (default is 10, configurable up to 20) has been exceeded, move to another side of the group or ask the group to move over to ensure engaging conversation. Distracting voice from a nearby group Audio proximity feature means nearby people are heard. Move Over or Mute: Move to another area of the room. Alternatively, you can temporarily mute other users by hovering over their video bubble and clicking the microphone icon (this only affects what you hear).

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III. Access, Permissions, and Device Compatibility

Problem Potential Cause(s) Solution/Recommendation Unable to join a Scootaverse Using an unsupported or outdated browser/device. Use Recommended Browsers: For optimal performance, use Google Chrome or Microsoft Edge. Hosts should avoid Safari or Firefox for events as they are in Early Access and may have bugs. “Failed to Initialize Devices” error Another application (like Teams or Zoom) is currently using your camera or microphone. Close Other Applications: Close out of all applications that may have access to your camera or microphone, and then refresh the page. PC specific: Cannot enter room Other apps (like Teams or Zoom) are holding onto control of the camera/microphone. Fully Close and Refresh: Fully close out of applications like Teams or Zoom, even if your camera is not active in them, and then refresh the Scoot page. Cannot enter because mic/camera is blocked Scoot lacks necessary browser or operating system permissions. Set Permissions to “Allow”: Allow camera and microphone access in your browser settings (usually via the lock icon in the URL bar for Chrome/Edge). Mac users may also need to update their Mac OS Security and Privacy settings. Error when attempting to enter a Room Camera or microphone was turned OFF in the waiting room. Keep Devices ON in Waiting Room: You must keep your camera and microphone ON until after you have entered the Room. Cannot join as a guest The host has not enabled guest sign-on. Contact the Host: Joining as a guest is only available if the host has enabled this feature in the Scootaverse settings. Forgotten Password (Standard Email Account) User forgot the password for a non-OAuth account. Use Password Recovery Tool: Navigate to the Scoot sign-in page, click “Forgot Password,” and follow the on-screen instructions. Forgotten Password (OAuth Account - Google/Microsoft/Apple) The account was created using an external provider (Scoot doesn’t store this password). Reset via Provider: Go to the account provider (Microsoft, Google, or Apple) used for registration and change your password there. Cannot use Virtual Backgrounds Using an unsupported browser or mobile device. Use Supported Browsers: Virtual backgrounds are only available on web through Chrome, Edge, and Firefox. They are not currently available on Android mobile browser, the native iOS app, or Safari.

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IV. Movement and Screen Sharing Issues

Problem Potential Cause(s) Solution/Recommendation Unable to move or movement is delayed/swift Keyboard connection or slow internet connection. Troubleshoot Movement: Check if a Bluetooth keyboard is properly synced. If the internet connection is slow (low bandwidth), movement may be delayed followed by swift movements; ensure a strong internet connection. If issues persist, refresh the browser and rejoin. Screen share fails or generic error message appears Device/browser permissions, or the request was denied/canceled. Check Permissions: Granting your browser permission to share your screen will fix most issues. Mac users may need to check Security and Privacy settings to ensure the browser has access to screen recording. Cannot share the screen during a presentation You are not designated as a presenter. Request Presenter Status: If you are not the host, the host must first make you a presenter before you can share your screen. Unable to share an individual window/tab Using Safari browser. Use Chrome or Edge: Safari only allows full-screen sharing. Use Google Chrome or Microsoft Edge if you need to share only an individual window or tab. Video quality is low when sharing recorded content Sharing the video directly from a tab. Embed the Link: For superior high-resolution streaming, embed the video link instead of sharing the browser tab directly. Scoot currently supports embedding Vimeo and YouTube links.

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V. Seeking Additional Support

If you continue to experience challenges after attempting the steps above, Scoot’s support team is ready to assist you. You can generally expect a response from the team within 1–2 business days during working hours (9 AM – 5 PM CT).