If other participants are unable to hear you or they can not see your video, it may only be that you need to adjust a simple setting within your browser or device.



TABLE OF CONTENTS




1. Check your hardware

  • Verify your device is not muted or turned off
  • Check that all cables are properly connected (Sometimes unplugging and plugging them back in again can do the trick)
  • Make sure other programs on your computer aren’t using your microphone, camera, or speakers



2. Windows computer users


  • Click the audio icon in your task bar and check the settings and properties of your microphone and speakers. For more detailed assistance with Windows 10 sound problems check this Microsoft support link

 




  • Windows also have privacy settings for some applications that can prevent access to your camera or microphone. Navigate to the start menu and search 'Privacy settings' to change this.
    • Start > Settings > Privacy > camera/microphone > Chrome

  • GOOGLE CHROME or FIREFOX:
    • Click on the small lock symbol at the top left of your Chrome browser's address bar field while in the online meeting room.
    • To unblock your webcam and microphone, click on the small arrow to the right of 'Camera' and 'Microphone' and select 'Allow'.
    • Refresh the browser window.






3. Apple MAC Computer users


Computer settings 

  1. Go to System Preferences > Security & Privacy.
  2. Select Privacy > Microphone/Camera.
  3. Next to Google Chrome or Firefox check the box to allow access.
  4. Refresh the browser window.


  • SAFARI:

    • Select 'Safari' from the menu bar and choose 'Settings for this website'.
      Verify you have not denied access to your camera, microphone, or screen sharing.



  • GOOGLE CHROME or FIREFOX:
    • Click on the small lock symbol at the top left of your Chrome browser's address bar field while in the online meeting room.
    • To unblock your webcam and microphone, click on the small arrow to the right of 'Camera' and 'Microphone' and select 'Allow'.
    • Refresh browser window.



4. Android phone/tablet users


  • Your phone also has a layer of security that can be adjusted via phone settings.
    Phone Settings > Security > App permissions > camera/microphone > Chrome or Firefox

  • GOOGLE CHROME or FIREFOX:
    • Click on the small lock symbol at the top left of your Chrome browser's address bar field while in the online meeting room > change options
    • To unblock your webcam and microphone, click on the small arrow to the right of 'Camera' and 'Microphone' and select 'Allow'.



5. iOS - iPhone or iPad users


  • SAFARI:

    • Phone Settings > Safari > camera/microphone


  • GOOGLE CHROME or FIREFOX:
    • Note that it is not currently possible to use Google Chrome or Firefox for web conferencing on an iPhone or iPad




6. Check the Online Meeting Room Settings

  • While on a conference in the online meeting room, click the microphone icon to unmute/mute your audio
  • *6 will unmute/mute your audio in our system if you called in via phone

  • While in the Online Meeting Room, click on the "More" icon to the bottom left of the screen, then select the Settings cog  in the menu.
  • Verify that audio is detected via the bar under 'Audio'
  • If no sound or video is detected, choose a different device from the drop-down menu
  • Click 'save' 



 

7. Restart your browser or App and computer or device

  • Exit and rejoin the video conference call
  • Restart your Google Chrome browser and ensure you have the latest version
  • Restart your computer



8. Check that your participants/viewers are properly connected

If your participants did not connect their audio when joining via internet, or have issues as listed above, then the source of the problem may not be on your side. Especially if some don't have issues and it is only one or two who can't hear your audio or see your video. I would recommend sending this troubleshooting link to help resolve the issue.


9. Try downloading our desktop app

Most of the microphone issues source from a connection problem between your audio device and the browser that you are running the service on. If that is the case, your problem can easily be fixed by downloading any of our desktop apps since no browser is required to do so.


10. No Audio Detected (E25)

If you are getting this error, please our support page on how to troubleshoot your microphone.


You may also see Error-25 Audio not connected, yet the audio is working fine. To correct that error message on Windows:

  • Click on the speaker icon at the bottom-right
  • Click on Sounds
  • Select the Recording tab
  • Right-click on Default
  • Click on Levels
  • Enable the Icon


11. Open a ticket with Customer Support
If you are unable to resolve the issue after trying the above, please reach out to our support team providing as much detail as you can about the issue.