Troubleshooting Audio and Video for Your Virtual Session

We want to ensure your session is as clear and connected as possible. If you encounter a technical glitch, don't worry—most audio and video issues can be resolved in a few seconds with the steps below.

Improving Audio Quality

If you are hearing an echo, or if your audio is cutting out, try these quick fixes:

• Use Headphones: This is the most effective way to stop an echo. It prevents your microphone from picking up the sound from your speakers.
• Mute When Not Speaking: Especially in group or family sessions, muting when silent reduces background noise.
• Check Your Device Selection: During your session, click the arrow next to the microphone icon. Ensure the correct headset or microphone is selected.
• Test Your Speakers: In that same microphone menu, click Test Speakers. If you hear a chime, your audio is connected correctly.

Fixing Camera Issues

If your video isn't appearing or is frozen:

1. Close Other Apps: Make sure apps like Zoom, FaceTime, or Teams are completely closed. They may be "holding onto" your camera.
2. Verify the Selection: Click the arrow next to the camera icon in your session and ensure the correct camera (internal or external) is selected.
3. Check Physical Connections: Ensure your webcam is plugged in and that any physical privacy shutters are open.
4. Test Outside the Browser: Open your computer's "Camera" app (Windows) or "Photo Booth" (Mac). If the camera works there, the issue is likely with your browser permissions.

Managing Browser & System Permissions

If your browser can't "see" your camera or mic, you may need to reset your permissions or update your software.

1. Refresh & Reset

• Click the lock or permissions icon on the left side of your address bar (where your session URL appears).
• Reset Permissions or toggle Camera and Microphone to Allow, then Refresh the page.

2. Update Your Browser

Outdated browsers are a common cause of connection drops and camera failures. Ensure you are running the latest version:

• Update Google Chrome
• Update Safari
• Update Firefox
• Update Microsoft Edge

3. System Settings (Mac & Windows)

• Mac: Go to System Settings > Privacy & Security. Ensure your browser is toggled On for both Camera and Microphone.
• Windows: Go to Settings > Privacy & Security. Ensure Camera/Microphone access is turned on for your device and your browser.

Optimizing Your Connection

A stable session relies on a strong internet connection and a healthy device.

• The "Refresh" Trick: 90% of temporary glitches are fixed by simply refreshing your browser page.
• Test Your Speed: Click here to test your connection to see if it supports high-quality video.
• Plug In: Ensure your laptop or tablet is plugged into a power source. Low battery modes can often throttle video quality to save energy.
• Bluetooth Check: If using wireless pods, ensure they haven't accidentally connected to a different device (like your phone) mid-session.