Support Center

Participants Can't See and/or Hear Me

Last Updated: Apr 20, 2018 02:34AM PDT

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.


1. Check the Online Meeting Room Settings

The first thing to do while in the Online Meeting Room, is to click on the settings cog in the menu on the right-hand side of the screen. This will open up a window where you can check your microphone, speakers and webcam settings. It may be that you need to choose a different device, in which case, just select the microphone/speaker/webcam you want to use from the relevant drop-down menu. Then be sure to click 'save', hand up and redial back into the meeting room.  


2. Call Diagnostic Test

If changing the settings doesn't resolve the problem, then it is a good idea to run the 'Connection Test' at the following link:

This link can also be found via 'Settings' within the Online Meeting Room. Just visit the link in your Google Chrome browser and follow the instructions. Depending on what the issue is, you may need to reach out to our customer support team for assistance. In which case you can just open a ticket via this support site or drop us an email:


3. Check Browser Permissions

It is also a good idea to check your browser permissions, as you may have inadvertently denied access to your microphone/webcam. Just click on the small lock symbol at the top left of your Chrome browser's address bar field while in the online meeting room - as shown in the image below. If your webcam and microphone are blocked, then you will see this under 'Permissions'.



To unblock your webcam and microphone, click on the small arrow to the right of 'Camera' and 'Microphone' and select 'Allowed by you'.



4. Verify Connections and Computer Settings

It may seem obvious, but it can still happen to the most tech-savvy person. Be sure to check that all cables are properly connected. Sometimes unplugging and plugging them back in again can do the trick

It can also be that the audio/video settings on your computer need to be adjusted. We have noticed that sometimes on Windows computers for example, the microphone becomes muted - possibly by another application. In this case, you will need to right click on the audio icon in yourtask bar
and select 'recording devices'. In the window that appears, select the microphone you are using and then click on 'properties'. Then select the 'Levels' tab as seen below. If you see that the device is muted as pictured, then you will need to click on the speaker icon to unmute the device and your microphone should then work again as normal.




If you continue to experience difficulties, visit the following support page which can help you to troubleshoot any issues you may be having:

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