Troubleshooting: Call is not connecting

Tetiana Tymonina
Tetiana Tymonina
  • Updated

Issue: After the interpreter answers an incoming call, the call status shows “Connecting…” but never connects.

Here are a few common issues and how to resolve them:

  1. Make sure both interpreter and requestor are using supported hardware and software. Detailed information regarding this topic can be found in our Minimum Requirements article.
  2. Unsupported Browser.  Boostlingo may be used in all browsers, but only Chrome and Firefox are officially supported. Users may occasionally have problems when using Boostlingo in an unsupported browser which are resolved when they switch to Chrome or Firefox.  When using a tablet or mobile device, only use the Boostlingo app rather than Mobile Safari or Mobile Chrome.  
  3. If you are using the mobile application, make sure that the app is up to date. If you are not sure how to check, refer to this article: Ensuring Apps are Up to Date
    1. If you are on iOS, ensure that you have the correct version of the app installed: Interpreters should be using "Boostlingo for Interpreters." 
  4. Insufficient bandwidth. Visit (no plugins required) to check your internet connection speed. Refer to this article to verify that your bandwidth meets the requirements for using Boostlingo: Bandwidth Requirements and Speed Testing
  5. Allow camera/mic access. Boostlingo needs to be manually granted permission to use your camera and microphone from your browser. Your call will not be connected until you click “Allow” or “Share” (depending on the browser). More information regarding this topic can be found in this article: Microphone and Camera Access
  6. Sometimes you might be experiencing a temporary connectivity issue that can be resolved by refreshing your browser page or force-closing the mobile app and reopening it (Note: in this case the call will be interrupted, but will go to reconnect to the same interpreter). 
  7. Contact Us. Please feel free to email if you continue to have trouble connecting to the video call.

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