WhatsApp video call problem

[CanAm]

My wife has a Samsung and her sister an iPhone (just changed to a 12 last Friday). They can both make and receive What'sApp video calls to all their other contacts, but since about a month ago, not to each other. All they get us a blank screen with "Trying to connect".

On the grounds that her sister has changed both phone and network in the last few days with no improvement, this hints that the problem is at this end.

Any ideas?

[NorthDave]

Have you tried the usual stuff like uninstalling and reinstalling the app? Clearing the cache via settings on the phone?

I can't imagine there is much more you can do than the above.

[jeremyc]

Has her sister changed phone number?

If so, then make sure your wife has updated her contacts, and a established a new WhatsApp 'connection' to the number.

WhatsApp uses the mobile number as the unique identifier of the user (not a name or anything else); it may be that WhatsApp is still trying to connect to an old mobile number.

[CanAm]

NorthDave said:

Have you tried the usual stuff like uninstalling and reinstalling the app? Clearing the cache via settings on the phone?

I can't imagine there is much more you can do than the above.

Unfortunately, tried those.

[CanAm]

jeremyc said:

Has her sister changed phone number?

If so, then make sure your wife has updated her contacts, and a established a new WhatsApp 'connection' to the number.

WhatsApp uses the mobile number as the unique identifier of the user (not a name or anything else); it may be that WhatsApp is still trying to connect to an old mobile number.

No same number. She can text, phone, call via WhatsApp, it,s just the video link that won’t work. It was fine until a few weeks ago, then went wonky on the old phone

[Corso Marche]

Go into the menu in the app, click the Help option, and send details of the problem to Whatsapp. Probably the quickest way of moving forward in any meaningful way.

Does her sister live in the UK? Did she get the iPhone in the UK, or did it come from another region?
Have they both saved each others number in the international format i.e. beginning with +44 rather than a 0?

[CanAm]

Both in the UK. As I said, it was working fine until 3 or 4 weeks ago. Nothing knowingly changed at that time.

[Corso Marche]

Use the Help menu in WhatsApp and report it to them and see if they can identify the issue and resolve it.

[jeremyc]

Check the WhatsApp settings on the new phone to determine which media is allowed when on WiFi and on the phone network: there are settings to enable disable photos, audio, video and documents seperately.

Is the sister trying to make video calls when on WiFi, or on the phone network?

[CanAm]

As I said, the problem was on the old phone too. Both phones work perfectly on everything except What'sApp video, and both work on What'sApp video on every other contact..

[Road2Ruin]

Check the WhatsApp permissions haven't changed on your wife's phone.

[CanAm]

Already checked and exactly the same as mine, which works fine.

Perplexing, isn’t it?