Troubleshooting
Troubleshooting
Section titled “Troubleshooting”Moodle connection issues
Section titled “Moodle connection issues””Connection error” after saving BBB plugin settings
Section titled “”Connection error” after saving BBB plugin settings”Possible causes:
- Trailing slash missing — The Server URL must end with
/. Make sure the URL from your dashboard ends with/bigbluebutton/api/(with trailing slash). - Wrong Server URL — Use the URL from Settings → Integration in your dashboard (it starts with
https://api-). Do not use a generic or example URL. - Wrong shared secret — Copy the secret again from Settings → Integration in the dashboard. Avoid extra spaces.
- Firewall blocking outbound HTTPS — Your Moodle server must be able to reach your
api-xxxxxxxx.softsysvideo.xyzendpoint over port 443.
Meetings show “Not started” even when a participant is inside
Section titled “Meetings show “Not started” even when a participant is inside”This can happen if Moodle’s cache is stale. Go to Site administration → Development → Purge all caches in Moodle.
Students get redirected to an error page
Section titled “Students get redirected to an error page”This usually means the shared secret is wrong or expired. Regenerate it in the dashboard (Settings → Integration → Regenerate) and update it in Moodle.
Meeting room issues
Section titled “Meeting room issues”Camera or microphone not working
Section titled “Camera or microphone not working”- Check that your browser has permission to use the camera/microphone:
- Chrome: click the lock icon in the address bar → allow camera and microphone
- Firefox: click the camera icon in the address bar
- Reload the page after granting permission
- Check that no other application is using the camera (video calls in other tabs, Zoom, Teams, etc.)
No audio from other participants
Section titled “No audio from other participants”- Check your system volume is not muted
- Check the browser tab is not muted (right-click the tab → unmute)
- Try a different audio output device in Settings inside the meeting room
Black screen when screen sharing
Section titled “Black screen when screen sharing”- On macOS: grant Screen Recording permission in System Settings → Privacy & Security → Screen Recording → enable the permission for your browser
- Restart the browser after granting permission
Poor video quality or frequent disconnections
Section titled “Poor video quality or frequent disconnections”- Move closer to your Wi-Fi router
- Close other bandwidth-heavy applications
- Try reducing your camera resolution in Settings inside the meeting room
Billing issues
Section titled “Billing issues”Credits not showing after purchase
Section titled “Credits not showing after purchase”- Refresh the Billing page in the dashboard
- Wait 1–2 minutes — payment confirmations may take a moment
- If credits don’t appear after 5 minutes, contact support with your transaction ID
Unexpected credit deduction
Section titled “Unexpected credit deduction”Check the per-meeting breakdown in Billing. Each meeting shows its exact cost. If something looks wrong, contact support with the meeting ID and date.
Dashboard issues
Section titled “Dashboard issues”Can’t sign in
Section titled “Can’t sign in”SoftSysVideo uses Google Sign-In. Make sure:
- You’re signing in with the same Google account you used to register
- Third-party cookies are not blocked in your browser
- Try an incognito window to rule out browser extension conflicts
Settings not saving
Section titled “Settings not saving”If changes in Settings are not saving, try:
- Reload the page
- Check that you clicked the specific Save button for that section
- Check for any error messages in red
Still need help?
Section titled “Still need help?”Contact support at support@softsyssolutions.com or use the Support section inside the dashboard.
When reporting an issue, please include:
- Your organization name
- A description of what happened and what you expected
- The meeting ID (if applicable)
- Browser and OS version