We are aware of a problem that some of our users are having with Google Meet on their computer. Symptoms include poor or no video, freezing video, poor sound and computer freezing or slowing down. 

What we know

What we know at the moment is that the problem seems to only affect Macs while using Google Meets. We are confident that the problem is related to the combination of MacOS, Chrome Browser version and version of extensions that interact with Meet (GridView for example) installed on your computer.

What you need to do

If you are not experiencing the issues described above, avoid updating your Mac computer, Chrome browser or your Grid View extension if prompted. 

If you are experiencing issues, you can try the troubleshooting steps below or open a ticket with tech support and we can help you go through the process of troubleshooting and fixing the issue.

Troubleshooting Steps

  1. Turn off hardware acceleration - How to Turn Hardware Acceleration On or Off

  2. Remove and reinstall the Grid View Chrome extension -  Install and manage extensions - Chrome Web Store Help

  3. Update Google Chrome - Update Google Chrome - Computer - Google Chrome Help

  4. Install pending Apple updates (not your MacOS)- https://support.apple.com/guide/mac-help/get-macos-updates-mchlpx1065/mac

  5. Update your MacOS - How to upgrade to macOS Catalina. Contact LSUU Tech Support so we can help you with this one.

What You Need to Know

Test your computer after each step. Don’t do any more steps than you have to to fix the problem. 

Steps 1-3 above should only take a few minutes each. Steps 4 and 5 can take much longer. Before you do steps 4 or 5, you should make sure you will not need your computer for several hours.