1. Help Center
  2. Troubleshooting

Why doesn't my space fully load?

Follow these troubleshooting steps in this order: 

  1. Log in to your Katmai space, then click the “Reconnect” button (see the small "cycle" icon) on the bottom left of your screen next to the Chat button. 
  2. Refresh your browser window.
  3. If you aren’t using Chrome as your browser, try switching to Chrome. If you are already using Chrome, check for any available browser updates. For instructions on how to do so, see How to Check and Update Your Browser.
  4. Log into your Katmai space, then click on the Settings menu in the top right (see the "Cog" icon below your Confidence Monitor, aka your video feed). Change your Graphics and Resolution settings as seen below. Close the menu then refresh your browser.
    1. Graphics: Safe Mode
    2. Resolution: 480p
  5. Check your hardware acceleration settings in Chrome:
    1. Click the three dots in the top right of your Chrome browser window.
    2. Click Settings.
    3. Click “System” from the menu on the left.
    4. Make sure “Use hardware acceleration when available” is toggled on.

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