Camera or Microphone Not Working

Quick links for this article

Initial Troubleshooting Steps 

Browser permissions

Further steps

Initial Troubleshooting Steps 

If upon joining your video focus group or interview your camera and/or microphone are not working, the following are initial troubleshooting steps to take.

1. Refresh your browser. Doing so will allow you to rejoin the call to see if the issue is resolved.

2. Make sure to Allow access to your camera and microphone when prompted. This should come up after you refresh, when you are prompted to join the call.

3. Check that your microphone and camera are plugged in.

4. Check your website camera and microphone settings.  In-depth instructions can be found here based on your browser: Chrome, Edge

5. Try a new browser. Sometimes different browsers on the same laptop/desktop have different privacy settings and the issue gets resolved just by changing the web browser.

Browser permissions

Chrome

Look for the lock symbol to the left of the URL. Click on this lock symbol and check if the camera and microphone have been provided access or not. This is how it will appear when access has been switched on:

If the toggle is switched off to grey and not already enabled, enable both microphone and camera by clicking on the toggle, then refresh the webpage and join the call again.

Edge

Look for the lock symbol to the left of the URL. Click on this lock symbol and check if the camera and microphone have been provided access or not. This is how it will appear when access has been switched on:

If permission to access camera and/or microphone is blocked, click on the arrow to open the dropdown menu and select Allow, then refresh the webpage and join the call again.

Further steps - Computer Privacy Settings

If the above steps are unsuccessful, try the following next steps.

• Go to the browser settings and search using the keywords "camera" and "microphone". Check if permission has been granted to access the camera and the microphone in the browser privacy settings. If not, enable the permissions for camera and microphone on the browser. 

For checking the privacy settings on Chrome and Edge - Go to "Settings" and in the search bar, search using the keyword "camera" or "microphone", go to Site Settings and check the permissions for camera under the Permissions area.