Cisco Spark

Video and Audio are Choppy in the Cisco Spark App

Problem

Your video and audio are choppy during calls and meetings in the Cisco Spark app.

Possible Cause

  • Not enough network bandwidth is available at the time. Other devices may be occupying the bandwidth or your connection may not meet the minimum requirements to run the app. The internet connection also may not meet the minimum bandwidth requirements.
  • There may be a Cisco Spark service issue or partial outage.

Solution

Rule out these possible factors:
  • If you're on a home network, make sure that other devices aren't tying up bandwidth. Major culprits for bandwidth usage are video streaming, online gaming, and VoIP calls.
  • Make sure your connection can handle these minimum bandwidth requirements:
    • We optimize the quality by using the Opus codec for audio and the OpenH264 codec for video.
    • The video resolution varies depending on the type of device that you use:
      • The Cisco Spark app supports 720p high definition video calls on Mac, Windows, and some iPhone and iPad devices (iPhone 4S and later, iPad Air and iPad Air 2, iPad Pro, and iPad Mini 2 and above).
      • For Web (Firefox), Android, and other iOS devices (such as the iPad 2), Cisco Spark supports 360p standard definition video calls.
    • Approximate bandwidth usage in Cisco Spark is:
      • 700 kbps for 360p video calls and 1.5 Mbps for 720p video calls.
      • 80 kbps for calls with video disabled or audio-only calls in iOS 10.
Run these two tests:
  • In the app, click your profile picture and select Health Checker to make sure the service is up and running. If you don't have the Health Checker, see https://status.ciscospark.com for the current service status.
  • From the same network that you're trying to use the app on, run the Cisco Spark Network Test in Firefox or Chrome on your computer. Copy the results to your clipboard and paste them into a text file in case you need to provide them to the support team.
If you're still having trouble with audio and video in Cisco Spark, open a case by submitting feedback through the app. Attach the text file with the results from the network test.
 

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