Using Overpass doesn't require a fancy computer or expensive technology, but you do need a relatively fast and stable internet connection. Intermittent or erratic internet service can lead to poor audio quality, dropped calls, or long loading times. If you're experiencing any of the above, try these troubleshooting steps.

Step 1: Clear Recent Browsing Data

Your browser collects a huge amount of unseen data while you're online, including temporary files and "cookies." In many cases, clearing this unneeded data can help improve browser performance.

If you're using Google Chrome, our recommended browser, you can do this by simultaneously pressing Control-Shift-Delete (on a PC) or Command-Shift-Delete (on a Mac). When the new window opens, look for the Time Range option, and select All Time, then click the blue Clear Data button. After you've done that, close out the browser entirely, then try again.

Step 2: Reboot Your Computer

If clearing browser data doesn't help, it never hurts to give your computer a quick reboot, just to reset your internal internet connection.

Step 3: Reboot Your Modem and Router

If neither of the previous steps helped, you're likely experiencing an issue with your internet service. This can be caused by a number of factors -- the quality of your service provider, your equipment, local weather conditions, and more.

A good next step is to restart your internet modem and router. (Depending on your setup, you may have a single box that serves both of these functions, or two separate devices.) Either way, please power down the device(s), leave them off for 15 seconds, then restart them, let them reconnect, and attempt to use Overpass again.

Step 4: Concerning Wi-Fi Strength

Overpass generally works fine on a wireless connection, but not all Wi-Fi is created equal. If you continue to experience slowness, try moving either your computer or your router so that they're physically closer together. Ideally, you don't want many interior walls between your computer and router; being in the same room is best.

Another option is to plug your computer directly into your router with an Ethernet cable, rather than using Wi-Fi. Hard-wired connections are generally faster and more stable than wireless.

Step 5: Overpass Diagnostics Tool

If your internet connection seems strong but you're still having issues using the site, Overpass has a special program that can help identify the underlying problem.

To use our diagnostic tool, follow these easy steps:

  1. Open a new browser tab, and navigate to https://app.overpass.com/diagnostic-tool/. Keep the tab open for at least 15 minutes.
  2. Please attempt to keep working normally during this time. (Or, if you're not currently scheduled to work, just use your computer normally; don't let it go to sleep mode.)
  3. After 15 minutes, go back to the diagnostic page. In the middle of the page, there will be a long string of letters and numbers (see example below, highlighted in orange.) Please copy this code, then paste the results into our Live Chat channel. A member of our Customer Success team will then analyze your results and provide suggestions for next steps.

Step 6: Contact Your Internet Service Provider

If the diagnostic results show that your internet connection isn't fast enough or consistent enough to support online calling, there's not much else that we can do from our end. You may need to contact your internet service provider and ask if they're able to offer any help or support.

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