Troubleshooting Tips

Follow these guidelines or contact us at support@upbeatmusicapp.com to resolve technical issues.

There's a lot going on in a single Upbeat room! Here are some tips to make sure that your laptop can run Upbeat smoothly.

  1. Make sure you're on the latest version of Google Chrome. To check, navigate to chrome://help in your browser and click "Check for Updates".
  2. Close other windows on your computer, like Zoom, Google Meet, word processing apps, etc.
  3. Close unused tabs on Chrome, especially those that deal with media, like Youtube or Facebook.
  4. If you're on a laptop, make sure you are plugged in to a power outlet.
  5. If you're on a Chromebook, turn on Hyper-Threading
    1. In Chrome, open a new tab and navigate to chrome://flags by typing it in the address bar.
    2. In the search box, type "Scheduler Configuration"
    3. Next to "Scheduler Configuration," choose Enables Hyper-Threading on relevant CPUs or Performance.
    4. Select Restart
  6. Enable hardware acceleration, if available
    1. In Chrome, open a new tab and navigate to chrome://settings by typing it in the address bar.
    2. In the search box at the top, type "Hardware Acceleration"
    3. Toggle the switch next to "Use hardware acceleration" if it shows up. This feature not be available on your computer.
    4. Select Restart
  7. If the problem persists, turn off your camera by pressing the icon in the bottom-left before entering the recording room. Your will still be recorded for the merged video, but the video chat portion of the app will not be active.
  8. If the problem still persists, ask everyone else to turn off their cameras before you enter the recording room. Everyone's video will still be recorded for the output video.

If a button you're clicking isn't doing anything, or a page is completely blank, Upbeat may be getting blocked or interrupted by a Chrome extension. To temporarily disable all extensions, open an incognito window (Ctrl+Shift+N on Windows, or Cmd+Shift+N on MacOSX), and try again. If the issue continues, please contact us at support@upbeatmusicapp.com

If you're getting unexpected results with the metronome, it's likely because the app is not in the foreground. To prevent that, make sure Upbeat is in a Chrome window by itself, without other tabs on that window. If you need multiple browser tabs open at the same time, put the other tabs in a separate window, not the one running Upbeat. This will allow Google Chrome to prioritize Upbeat, instead of treating it as a background "unused" tab.

Upbeat is likely being blocked by either a firewall, a Chrome extension, or an antivirus. Try disabling your antivirus and firewall temporarily to see if that solves the issue. Additionally, to temporarily disable all extensions, open an incognito window (Ctrl+Shift+N on Windows, or Cmd+Shift+N on MacOSX), and try again. If the issue continues, please contact us at support@upbeatmusicapp.com

Press the Settings gear icon in the bottom left to open Settings. Then, in the "Camera" dropdown, select your camera and try again. If your devices do not appear here, make sure they are properly plugged in and configured.

Press the Settings gear icon in the bottom left to open Settings. Then, in the "Camera" dropdown, select your camera and microphone and try again. If your devices do not appear here, make sure they are properly plugged in and configured.

At the moment, Upbeat requires a webcam to record. However, you can set up a virtual webcam on your computer to use the app. Download a tool like ManyCam that provides a virtual webcam. After settings it up (you'll probably need a computer restart), you should see your new camera in the settings dropdown within Upbeat.

When recording, make sure everyone correctly calibrates their audio. To do this, line up beat one of the yellow sound wave with the green line representing beat one. Here's a tutorial. You need to verify that the audio is properly calibrated every time you record.

If any of the participants are not wearing headphones, they will need to mute themselves before the room host presses play. This is not necessary for any participants who are wearing headphones.

This occurs because one of the participants is not wearing headphones. While Upbeat works without headphones, to solve this issue everyone will need to be wearing headphones while recording.

Head over to Settings (click the gear at the bottom left) and adjust the metronome volume and/or style to something that works better for you.

You may have found a bug with the app! Please take a screenshot of what you see, and send us a bug report at support@upbeatmusicapp.com. Then, refresh the page to get things moving again.

Verify that you are on a stable internet connection. If you are, it's likely that your school, work, or home network firewall is blocking some portion of Upbeat. Please contact us at support@upbeatmusicapp.com so that we may assist you.