If you’re having trouble joining a session or staying connected in Nearo, the steps below can help you identify and resolve common connection issues.
Check your internet connection
Most connection problems are caused by slow or unstable internet access.
Make sure your device is connected to the internet and other websites load normally.
If you are using Wi-Fi, move closer to your router or switch to a wired Ethernet connection if available.
Close other apps or browser tabs that may be using a lot of bandwidth, such as streaming video or large downloads.
If you are on a shared network, temporary congestion may reduce connection quality.
💡 Restarting your router can sometimes improve connection stability.
Restart the Nearo app
The Nearo app may lose its connection if it has been running for a long time or encountered a temporary error.
Fully quit the Nearo app.
Reopen the app and sign in to your account.
Try joining or starting the session again.
Check for network restrictions
Some networks block the connections needed for real-time audio and video.
School, workplace, or public networks may have firewall restrictions.
Try switching to a different network, such as home Wi-Fi or a mobile hotspot.
If Nearo works on another network, your original network may be blocking real-time communication.
🔔 Repeated disconnects are often caused by restricted networks.
Reduce device and network load
High device or network usage can affect session quality.
Close other applications that use the camera, microphone, or internet.
Disconnect other devices from your network if possible.
If video is unstable, turning off video can help keep the session connected.
Restart your device
Restarting your device can clear temporary system or network issues.
Save your work and restart your computer.
Open the Nearo app and try joining the session again.
Contact Nearo support
If connection issues continue after trying the steps above, contact Nearo support.
Include this information to help resolve the issue faster:
Whether the issue happens when starting or joining a session
Whether audio, video, or both are affected
Your device type and operating system
The type of network you are using
Any error messages shown in the Nearo app