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Troubleshooting Camera & Audio

If others cannot see or hear you during a session, please follow these steps in order to get connected.

1. The Quick Check

Before diving into settings, try these three instant fixes:

  • Check the buttons: Ensure your camera and microphone icons are on (not crossed out) in the session window.

  • Close other apps: Ensure apps like Zoom, Teams, or FaceTime are fully closed, as they can "steal" your camera access.

  • Refresh your page: Sometimes a simple browser refresh fixes the connection.

 

2. Browser Permissions

Your browser needs your permission to use your hardware. Look at the top of your screen in the address bar:

  • Click the Lock (🔒) or Camera (📹) icon next to the URL.

  • Ensure Camera and Microphone are set to "Allow."

  • Tip: We highly recommend using Google Chrome for the most stable experience.

 Audio Video Permissions

3. System Settings (Mac & Windows)

If your browser has permission but the camera still isn't working, your computer’s operating system might be blocking it.

For Mac Users (MacOS 10.14+):

  1. Go to the Apple Menu > System Preferences > Security & Privacy.

  2. Select Privacy at the top, then click Camera in the left sidebar.

  3. Ensure the box next to your browser (e.g., Chrome) is checked.

  4. Repeat these steps for the Microphone.

  5. Restart your browser for changes to take effect.

For Windows Users:

  1. Go to Settings > Privacy > Camera.

  2. Ensure "Allow apps to access your camera" is turned On.

  3. Scroll down to ensure your browser is allowed access.

  4. Repeat for Microphone settings.

 

4. Advanced Troubleshooting

If you are still having trouble:

  • Check your Session ID: Make sure the numbers at the end of your URL match your professional’s URL. If they don't, you are in different virtual rooms.

  • Test your hardware: Use a [Online Mic & Cam Test] to see if the issue is with your device itself.

  • Check your Network: If you are on a corporate network or behind a firewall, these inputs may be blocked. Try switching to a private network or contact your IT team.

  • Incognito Mode: Try opening the session in an Incognito/Private window to see if a browser extension is interfering.

 

Still not working?

We’re here to help you. If these steps didn't resolve the issue:

  • Chat with us: Click the chat icon in the bottom right corner of your screen.

  • Send a report: Fill out our [Support Form] and our team will get back to you shortly.