This article provides general troubleshooting TIPS.

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

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 for 'Privacy settings' to change this.
  • Start > Settings > Privacy > camera/microphone > Chrome
     

GOOGLE CHROME or FIREFOX:

• Click the small lock icon at the top left of the address bar in your Chrome browser while in the online meeting room.
• To unblock your webcam and microphone, click the small arrow to the right of 'Camera' and 'Microphone', then select 'Allow'.
• Refresh the browser window.

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.
   
   
   • Click the small lock icon at the top left of the address bar in your Chrome browser while in the online meeting room. 
   • To unblock your webcam and microphone, click the small arrow to the right of 'Camera' and 'Microphone', then select 'Allow'.
   • 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.

 

Android phone/tablet users

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

• 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 the small arrow to the right of 'Camera' and 'Microphone', then select 'Allow'. 

 iOS - iPhone or iPad users

 SAFARI:

Navigate to the settings on your iPhone or iPad and select 'Safari' to adjust access to your camera or microphone.

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

 
 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”

  Restart your browser, app, 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

 Check that your participants/viewers are properly connected

If your participants did not connect their audio when joining via the internet, or if they have issues as listed above, 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.

 Try downloading our desktop app

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

 No Audio Detected (E25)

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

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 and provide as much detail as possible about what is occurring.