Why Isn’t My Camera or Microphone Working?
Franck Grosset-Janin
Last Update hace un año
This is a commonly asked question and there are different reasons why this would happen. Remember, the OnAIR portal will run a device check when you first log in to the portal. If the browser hasn’t been enabled to allow a microphone or webcam it will prompt to allow it.
Response One
Let’s quickly refresh your OnAIR Portal.
1. Click on your initials/profile image in the top right corner of the portal.
2. Select Refresh Data.
Response Two
Please reset or review your browser permissions for your camera and microphone.
To check these settings have been allowed:
- Right-click on the padlock icon in the URL bar and make sure Mic and Camera are both set to allow.
- Clicking on Site Permissions bring you to the full Site Permissions page for the Chrome browser.
Response Three
Let’s check your camera and microphone settings. In your Live Support Chat Box, please
click on Check Camera & Mic in the lower right corner. This will let you select the correct camera and microphone. You know your video is correct when you can see your video preview.
Response Four
You may be having a browser issue. Are you using Google Chrome? That is our recommended browser.
Response Five
Your browser may not be allowing your audio or video. Are you able to go into your browser settings and make sure your browser is allowing use of your camera and microphone? (See Response One above for an illustration and steps).
Response Six
Are you on your office network? Some networks have firewalls that prevent these types of connections. One way to test this is to connect to a different network, even using your own mobile phone’s mobile hotspot. If you can use your microphone and camera, this will probably mean your office network is causing the issue