This article outlines the steps you need to follow to solve most issues in live sessions:
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Reload your browser
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Try using an Incognito window, or Private mode
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Close and reopen your browser
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Make sure other apps are not using your camera/microphone
If the above steps don't work:
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Try another browser – Chrome is the recommended browser
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Close down background apps that might be using the Internet, like Dropbox
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Try a different network
- Reboot your computer
If you are receiving a camera or microphone error:
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Check that your camera and microphone aren’t being used by other apps
When using Google Chrome, follow these steps:
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Type ⌘ +, on a Mac, or navigate to the three-dot menu at the top right of your browser to open the "Settings" menu.
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Navigate to "Privacy" and "Settings"
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Navigate to "Permissions" and click on the "Camera icon"
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Make sure the "Ask before accessing" toggle is toggled to the right
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Refresh your browser
When using Microsoft Edge:
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Type ⌘ +, on a Mac, or navigate to the three-dot menu at the top right of your browser to open the "Settings" menu.
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Navigate to "Cookies" and "Site Permissions"
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Make sure the "Ask before accessing" is toggled on for camera and microphone
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Refresh your browser
If you are receiving a screen-sharing error:
If you are using a Mac device, you may need to allow screen sharing in the browser via your device settings:
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Open "Settings" and search for "Screen & System Audio Recording"
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Toggle your browser to on
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Relaunch your browser
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Rejoin session
Further support:
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Phone +44 (0) 203 908 2376 (option 1)
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