When video freezes, audio cuts out, or the call drops on a VPN or restrictive network, switch to a relay connection from the Network issue detected message or from Help in the live Bevy Virtual room.
A relay connection routes your live call through a different network path so a firewall, VPN, or restrictive Wi-Fi is less likely to block it. The same controls work in Bevy Virtual Meetup and Bevy Virtual Conference while you are in a live video room.
Note: Relay and direct connection options appear in Help only after you have joined a live session room. You will not see them on pages such as the event agenda or sponsor booths.
Use the Network issue detected message
If your connection stays interrupted for more than about 30 seconds, Bevy can show a Network issue detected message:
We detected a network issue that may be affecting your connection. This can happen when joining a VPN or strict network. Click below to try a different connection method.
- Try different connection — reloads the event room and rejoins using a relay connection.
- Dismiss — closes the message and keeps your current connection.
Try different connection does the same thing as Use relay connection in Help.
Switch connections from Help
You can switch between a direct and a relay connection anytime during a live session, even if the message does not appear.
- In the live event room, open Help.
- Select the option you need:
- Use relay connection — switches from a direct connection to a relay connection.
- Switch to direct connection — switches from a relay connection back to a direct connection.
Both options reload the event room, then rejoin the call with the connection you picked.
Tip: Prefer a direct connection when your network allows it. Use relay when a VPN, firewall, or restricted Wi-Fi is blocking the call. When you return to a normal home or office network, select Switch to direct connection so picture and sound can improve.
When a relay connection helps
| Situation | What to try |
|---|---|
| Video or audio drops repeatedly | Open Help, then select Use relay connection. |
| Others cannot see or hear you after you check camera and mic | Try relay, then Test network from the same Help menu. |
| You joined a VPN or corporate network just before the problem | Turn the VPN off if you can. If not, use relay while you stay on that network. |
| You are on strict Wi-Fi (hotel, airport, conference venue, guest network) | Use relay. Switch back to Switch to direct connection when you are on a normal network again. |
Things to know
- A relay connection can add a small amount of lag because traffic takes a longer path. That trade-off is often worth a stable call.
- Your choice applies to the current event session. If you leave and rejoin later, you start on a direct connection again unless you choose relay again.
- For broader quality tips (browser, Test network, connection status), see Video quality and performance.
Still having trouble?
- Check your internet connection on another site or app.
- Switch from Wi-Fi to a wired connection if you can.
- Disconnect your VPN (if allowed), then rejoin the event.
- Open Help, select Test network, and finish the checks in the new tab.
- Ask your IT team about firewall rules that may block live video.
- Open Help, select Copy support ID, and contact Bevy through Get help in the same Help menu. Include the support ID and a short description of what you see and hear.
Presenters who need camera, mic, or screen-share troubleshooting beyond network path can also see Troubleshooting steps for presenters.