Camera and audio

Camera not working

The user allowed the computer to use the camera, but it didn't work.

Suggested Solutions
  • Close any other application that might be using the camera, then refresh the page.
  • Allow access to the camera and microphone (see browser permissions).
  • Verify the correct device is selected within your browser settings.
  • Check if the camera works in other applications (e.g., FaceTime on macOS or Camera app on Windows).
  • Restart your computer or browser if the problem persists.

Microphone not working

The user allowed the computer to use the microphone, but it didn't work.

Suggested Solutions
  • Close any other application that might be using the microphone, and then refresh the page.
  • Ensure the correct microphone device is selected in your settings.
  • Try a headset with a microphone or a different device setup.
  • If using a Bluetooth headset, confirm it is charged and connected.
  • If the issue persists, restart the browser or verify the computer's operating system (OS) recognizes the microphone. (Mac | Windows)

Browser Permissions Alert

When accessing the platform, this alert appears: "Please check your browser's permissions to allow using your microphone." This indicates the browser does not have permission to access the camera or microphone.

Suggested Solutions
  • Verify the permissions in the browser are activated:
    1. Click the lock icon to the left of the browser's address bar
    2. Set Camera and Microphone to allow
    3. Refresh the page to apply the changes
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Video & audio quality issues

Video and audio quality are not optimal.

Suggested Solutions
  • Check your internet connection quality.
  • If you're using Wi-Fi, get closer to your router.
  • Ensure your computer meets the minimum system requirements:
    1. Dual Core processor or newer CPU
    2. More than 2GB memory RAM
  • If performance is still poor, turn off your camera or switch to a different device.

Video is visible, but no audio in or out

Suggested Solutions
  • Make sure you are not on mute.
  • Turn up the device volume.
  • Confirm the correct speaker and microphone are selected in settings.
  • Disconnect any external device and use your computer's built-in speaker and microphone.
  • If the issue persists:
    1. Restart the browser
    2. Check if the devices are being detected by the computer Operating System (OS). (Mac | Windows)