Loading or Performance Issues
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      1. Help Center
      2. Troubleshooting
      3. Loading or Performance Issues

      I'm stuck on the loading screen

      If your Katmai stops working on the loading screen, follow these steps to troubleshoot the issue.

      If you find the “Loading Katmai” pop-up persists and will not let you into your space, this is often due to the browser not giving permission to Katmai to access your camera and microphone.

      loading screen

      Please note: Chrome is the preferred browser for Katmai. When logging into Katmai for the first time using Chrome, you will see a prompt asking you to allow Katmai access to your camera and microphone, so make sure you click “allow” to grant Chrome the necessary permission.

      Here is how to check if Chrome has the required permissions: 

      1. Click on the three dots menu in the top right corner of Chrome and choose “Settings." 

      Screenshot 2024-03-21 at 11.30.33 AM

      2. Go to the “Privacy and Security” tab.

      3. Select “Site Settings” at the bottom.

      4. Click on “Camera” and "Microphone" to review permission settings.

      5. In this list, look for “https://app.katmaitech.com” and make sure both are set to “Allow.”

      Still having trouble? Here are some common issues to troubleshoot 

      1. Make sure your device meets our System Requirements.               
      2. Katmai works best in Chrome. If you are using another browser and run into access issues, try switching to Chrome instead. If you are using Chrome already, make sure your browser is up to date. Here's how to check and update your browser.
      3. Refresh your browser window to see if that resolves the issue.
      4. If your Wi-Fi connection is slow, consider, if possible, switching to an ethernet connection or a different network. A download speed of at least 100 Mbps and an upload speed of 10 Mbps or higher is recommended for Katmai. If you are using a wired connection, make sure to disable Wi-Fi. You can test your internet speed using the Cloudflare Internet Speed Test. 
      5. Katmai does not currently support access through VPNs or corporate firewalls. Try disconnecting from the VPN or corporate firewall if possible. If you are still blocked, accessing Katmai by tethering to a mobile device's hotspot is a helpful workaround.
      6. Make sure your ad blockers are not blocking katmaitech.com. 

      Still need help? Contact us at support@katmaitech.com.