Troubleshooting

Fixes for the most common problems and how to send a report.

The audio crackles or drops out

• Raise the audio interface buffer (from 128 to 256 samples).
• Use the interface's ASIO driver, updated to the latest version.
• Plug the interface directly into a USB port on the PC, not into a hub.
• In Windows, choose the “High performance” power plan, turn off USB selective suspend and keep your laptop plugged in.
• Try without heavy effects on the strips, and without a second monitor connected if the problem only shows up with it.
• If it persists, LatencyMon (free) tells you which Windows driver is stalling the interface.

Everything sounds distorted or sped up

It's almost always the audio interface running at a sample rate other than 48 kHz. GangJam reopens it at the right rate by itself; if the problem comes back, set a fixed 48 kHz in the interface's control panel.

You can't hear the others, or they can't hear you

• Check that your strips have TX on and MUTE off.
• Check that the others' strips aren't on MUTE and that OUT 1 is the right output.
• If you hear an echo of yourself, use headphones: the mic is picking up the speakers.

The webcam doesn't show up

• Close other applications that use the webcam (video calls, browsers).
• Choose the right webcam in Settings > Video and press APPLY.

Sending a report

Press FEEDBACK in the top bar and describe the problem in a couple of lines, ideally right after it happened: the session logs are sent along with your message, and they help find the cause. Each session's log is also sent when GangJam closes.

Can't find the answer? Press FEEDBACK in the app or write to us from the Contact page.