FAQ
My webcam isn’t connecting
If you’re a Mac user, check out our blog post here: To All Mac Users! If you’re a PC user, you should check to see if your webcam is being used by another application or in another browser. The best way to check this is to see if you have a red (sometimes green) light near the webcam, which means that the camera is in use. If the camera is in use, you must close the other application or browser. You can also try relaunching your browser.
My friend’s list isn’t loading
When your friends list is stuck on “Connecting” or if loads only the “Meet New People” button, it usually happens due to Facebook related matters that we can’t control. The best thing to do in these situations is to try to refresh the page. In case it still doesn’t help, just come back in a few minutes and chances are it will be solved by then. If it still isn’t solved than just send us an e-mail to support@rounds.com and we’ll check it out.
My status says “Connecting…”
When you enter the application, we connect you to our servers. If you’re stuck on “Connecting…” this means that you are either disconnected from the internet or that you’re behind some kind of firewall that blocks the connection to our application. To fix this, try to disable any antivirus or firewall you may have, to check if this indeed is the problem. On rare occasions “Connecting…” might also mean that our servers are down :)
I can’t see my friends’ webcam
This can happen if your friend doesn’t have a webcam or if they have one of the issues mentioned above. If their webcam is connected and you still can’t see one another, it might be that you encountered a momentary disconnection that prevented you from a successful connection. Just hang up, refresh the page and try again – it should work this time! *The title of this one should say “friend’s webcam” because we can only video chat with one other person
I can’t call any of my friends
When you click on one of your friends in the list, we check to see if they’re currently online and inside the application. If the person you tried to call is not currently using the application, we open a Facebook pop-up asking you to either send him a chat invite or post an invitation to his wall. When your friend clicks this link, they will be directed to the application and will immediately call you. Be sure to stay in the application so that you are able to receive their call.
I can’t take a snapshot
If the snapshot either gets stuck on developing, opens on your end but not on your chat partner’s end, or just gives you a pop-up saying the snapshot can’t be taken right now – it usually means that we are to blame. This issue can happen for many reasons and we’re trying to eliminate them all one by one. The best thing to do is just to refresh the page and try again. It’s not guaranteed to help, but it will surely won’t hurt…
I hear echo, echo, echo…
This is a known issue and we’re doing our best to eliminate it as soon as possible. Meanwhile, we suggest you use headphones while talking to your friends (at least one side) and that you try to adjust the levels of the microphone and speaker volume by entering the Settings menu. If all fails, try chatting using the chat bar at the bottom and don’t forget to check out the Tips button!
The application isn’t loading at all
This can happen if you don’t have Flash installed on your browser or if the version you have isn’t updated. Just go to this link: http://get.adobe.com/flashplayer and install it. If this happens to you on other cases, the best thing to do is just to refresh the page and see if it works then. If everything else fails, try to remove the application from Facebook (“Privacy Settings”) and add it again.
The activities aren’t connecting
When you start an activity in a chat, the activity is being loaded on the screens of both you and your chat partner. Due to download bandwidth differences, it might take more time on one side to connect than the other side. Just be patient and let it spin for a few seconds. If it fails to connect, try opening the same activity again and it will definitely work this time. By the way, if you open an activity that your chat partner hasn’t purchased, it will still be opened for them as well.
The Random Rounds feature doesn’t work for me
The “Meet New People” button, aka Random Rounds connects you with people from all over the world. First, in order to participate you have to have at least 100 friends. Second, if you get reported too many times, you might see a message asking you to contact help@rounds.com – this usually means that you’ve been blocked, so just try again in a few days and behave next time so you won’t be blocked for good. Sometimes good people are blocked, but we have to take these measures in order to protect our members.
How do I earn more coins?
That’s easy! Just publish a few snapshots to the wall, invite your friends to join the application (using the “Invite” button on the top right) or publish your personal link to your wall. After a few chats and a few snapshots you’ll probably have enough coins to buy all the effect, gifts, skins and activities your heart desires. In a few weeks, we’ll also be adding more ways to earn extra coins so please bear with us.
How to add more people to the chat?
We currently only support 1 on 1 video chat with friends or with random people who are using the application. With that said, it is something that we’re planning to add to the platform in the near future, so if it’s something you’re just dying to see happening, be sure to tell us about it on the application fan page wall. Right now, if a friend calls you while you’re in a chat and you accept the call, your original call will be ended.
How do I use this on my iPhone/iPad/Android?
We’ve been hearing this question a lot lately! We currently offer the application only through the Facebook platform, using a Chrome extension or in our social community. We are working on having more ways for our users to connect with one another and the above devices are only a fraction of what we have in store for you. With that said, please keep in mind that developing stuff takes some time and hard work and that patience is a great virtue :)
How do I report misbehavior of another user?
If you’re talking about another person from the “Meet New People” feature, you can use the “Report” button that’s located at the top right, third button from the right. This report comes straight to us and we do our best to keep unwanted people away from the platform. If you’re talking about one of your friends, there’s really not a lot we can do about it – just remove them from your Facebook friends list or report them to Facebook. They are pretty good about blocking inappropriate people :)
I found a bug, where can I report it?
If you found a bug and you want to help us make the application better for you, just send us an e-mail to support@rounds.com. Please be sure to explain the exact scenario in which it happened. Also mention the browser you were using, your Operating System (Mac, PC, Linux, etc.) and your Facebook name so we’ll be able to trace the issue. These things helps us and the community a lot so we’d like to thank you in advance!
Shockwave player keeps crashing
This has something to do with your webcam and/or sound drivers, which sometimes causes the Flash application to crash if it’s not installed correctly. If possible, please try and use another application/website that requires Flash and uses the webcam and mic components of your computer and see if you are experiencing the same problem. If that’s the case, you’ll need to check your installed drivers and make sure they are working properly.
When trying to open the Rounds application some of the links appear blank
If you are using a internet browser such as Internet Explorer you need to approve pop up’s that are appearing on either the top or the bottom of the page
I have less than 100 friends can I still use Rounds?
If you do not have 100 friends you can still use all of the features of Rounds to chat with your friends. Although you will not be able to use random rounds. We have this requirement for the safety our users and to keep out spam. If you meet this requirement and you are still having problems then email support@rounds.com
How to remove the app
You can remove the application by going to: Account –> Privacy Settings –> Apps and Websites (Edit your settings) –> Apps You Use – Edit Settings –> Video Chat Rounds – Remove. Please let us know if you need any further assistance.
I have a question that isn’t answered here
We’ve just started this FAQ page and naturally we couldn’t cover everything. If you have any question that doesn’t appear here, just send us an e-mail to support@rounds.com and we promise to get back to you.
