Support Center

Participants Can't See and/or Hear Me

Last Updated: Feb 27, 2018 08:41AM PST

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. You may also see the error message shown below when attempting to access your call:



If that is the case, you will need to click on the small lock symbol at the top left of your Chrome browser's address bar field while logged into your account - 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'.



We have also noticed that sometimes on Windows computers, the microphone becomes muted - possibly by another application. In this case, you will need to right click on the audio icon in your task 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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