Mobile Troubleshooting: Studio Stuck Loading

If tapping a Studio Invite Link opens the Studio in the app, but the app is stuck on a loading screen that says Getting Studio information, Connecting you to Studio, or Unable to connect to Studio, there may be a problem with your internet connection.

Try troubleshooting by following the suggestions below:

  1. Change your internet connection:
    • If your device is connected over cellular data, try to connect through a known Wi-Fi network.
    • If your device is connected through a Wi-Fi network, turn off its Wi-Fi connection and try to connect using a cellular data network.
    If you are still unable to load the Studio after changing your connection, continue below.

  2. Turn the mobile device off and turn it on again.

  3. Check your device's connection to our video service.
    1. Run this pre-call test in your mobile browser. 
      If your device is unable to complete the pre-call test, you may be connected through a Wi-Fi network with a VPN or firewall.
    2. Follow these steps to bypass the firewall, or try to connect using a different network.

Did this answer you question?

/