When a video call is not working, it may stay stuck on “Connecting,” show a black screen, lose sound, freeze, or disconnect during the call. There are steps you can take to fix issues with video calling.
5 Quick Checks to Try First
A few quick checks may resolve the video call problem before you change any settings:
- End the call and try the video call again.
- Close the app completely, then reopen it.
- Switch between Wi-Fi and mobile data.
- Call another contact.
- Restart the phone.
If calls fail only on one network, check that connection. If only one contact is affected, the other person may need to reopen the app and test their connection.
Video Call Won’t Connect or Stays on Connecting
A call that never gets past the connecting screen often points to a network problem. Your phone may show a strong signal while the connection is still too unstable for live audio and video.
Check the connection with these steps:
- Open a webpage or play a short online video.
- Reconnect to Wi-Fi if pages load slowly.
- Move closer to the router.
- Pause large downloads and video streaming.
- Switch from Wi-Fi to mobile data, or the other way around.
If the call works on mobile data but not Wi-Fi, the current Wi-Fi network is probably the cause. If it works on Wi-Fi but not mobile data, check whether the app is allowed to use cellular data. An outdated app version may also cause connection problems. Install available updates from the official app store, reopen the app, and try again.
Camera Shows a Black Screen or Video Won’t Turn On
A black screen usually means the app cannot access the camera, another app is using it, or the camera itself is not working. Start with these camera checks:
- Confirm that the app has camera permission.
- Close the system camera and other calling apps.
- Close recording tools and browser tabs using the camera.
- Test the front camera in the phone’s camera app.
- Check whether a case or screen protector covers the lens.
- Clean the front camera lens.
If the front camera also fails in the phone’s camera app, the problem is not limited to the video call app. Restart the phone and test it again.
No Sound or Microphone Not Working
First check which side has the audio problem. If the other person cannot hear you:
- Make sure you are not muted and confirm that the app has microphone permission.
- Close voice recorders, meeting apps, and other apps that may be using the microphone.
- Test the microphone with the phone’s voice recorder.
If the recording is silent or distorted, remove any case blocking the microphone opening and test again. If you cannot hear the other person, raise the in-call volume and check whether the sound is playing through the speaker, the earpiece, or Bluetooth earphones. The other person should also check their microphone and mute status.
Video Freezes, Lags, or Keeps Disconnecting
A network that opens webpages normally may still struggle with live video. Video calls need a steady connection in both directions, not just a high peak speed.
Try these steps:
- Move closer to the Wi-Fi router or switch between Wi-Fi and mobile data.
- Pause downloads, streaming, and online games that are using the same connection.
- Close unused background apps and restart the phone if the call continues to freeze.
If the video remains unstable but the audio still works, switch to a voice call and return to video when the connection improves.
For more steps, see [What to Do When a Video Call Keeps Freezing]
Video Calls Work on Wi-Fi but Not Mobile Data
If video calls work on Wi-Fi but not mobile data, check whether the app is allowed to use cellular data. Data Saver or background data restrictions may also interrupt calls when the app runs in the background.
Try loading a webpage or short video with mobile data. If other apps also fail, the signal may be weak, the network may be congested, or your mobile data allowance may be used up. If calls work on mobile data but not Wi-Fi, restart the router, reconnect to the network, or test another Wi-Fi connection.
Incoming Video Calls Do Not Ring
Incoming calls may not ring when notifications, background activity, or battery settings restrict the app.
Check the following:
- Call notifications are enabled in the app.
- Notifications are allowed in the phone settings.
- Silent mode is turned off.
- Do Not Disturb allows calls from the app.
- The app can run in the background.
- Background data is enabled.
- Battery Saver is not restricting the app.
Some Android phones stop apps aggressively after the screen is locked. This can delay incoming calls until the app is opened again.
If incoming calls appear late but outgoing calls work normally, check notifications, background activity, and battery settings before changing camera or microphone permissions.
The App Is Slow or the Phone Overheats
Video calls may slow down when the phone is low on memory or storage, or when it becomes too hot. Check the device for these problems:
- Storage is almost full.
- Several apps are running in the background.
- The app or operating system is outdated.
- The phone becomes hot during long calls.
Closing unused apps, removing unnecessary files, and moving large videos to another device can free up memory and storage. Restart the phone and install any available app or system updates. Avoid long video calls while charging if the phone already feels hot.
Video Calls Fail with Only One Contact
If other calls work normally, the problem is likely limited to that contact rather than your phone as a whole. The affected contact may need to check their network, camera and microphone permissions, and app version. Reopening the app or switching networks on both devices may also resolve a temporary connection problem.
Update or Reinstall the App
Start by closing and reopening the app, then install the latest version from the app store or imo website. Restart the phone afterward and check for any available system updates.
Reinstall the app only if these steps do not work. Before removing it, confirm that you can sign back in and save any important files or chat content that may not remain available after uninstalling. After reinstalling, check that camera, microphone, notification, mobile data, and background permissions are enabled.
FAQs
How can I make a one-on-one video call safer?
For a more private 1v1 video call, choose an app that uses end-to-end encryption and call only people you recognize. Keep private documents and personal details out of view, and never share passwords, verification codes, or payment information. End the call and block or report the account if the person behaves suspiciously.
Can I make a video call without a SIM card?
Yes, a video call can work over Wi-Fi without a SIM card. imo still requires a phone number or another verification method when you create or restore an account.
Do video calls use more battery than voice calls?
Yes. Video calls keep the camera, screen, processor, microphone, and network connection active at the same time. Lowering screen brightness and switching to voice can reduce battery use.