Trouble shooting Audio/Video Settings
To use the Camera, Microphone, and in some cases the Screen Sharing options in a virtual classroom (such as Collaborate Ultra, Google Meet and Zoom) the browser or operating system’s Privacy settings must be setup to allow the use of those devices and services.
When you initially open a virtual classroom tool you may be asked to grant permission for the tool to access your camera or mic. If you grant permission your browser or system will allow you to access your camera and microphone during the session. If you refuse the virtual classroom tool will not be able to access to your camera and mic during the session. If you are not asked, and you find you are not able to use them, it may be that you refused permission at an earlier point and your browser or system has remembered your choice.
It is the Privacy settings of the browsers you are using which blocks a website based virtual classroom tool (e.g. Collaborate Ultra or Google Meets) from accessing your camera or mic. In which case you should check the privacy settings of your browser and make sure that the website you are using has permission to use these devices.
Edge Support
Audio and video issues
If you are having issues with your audio or video, please check your session and browser settings.
- Are the audio or video controls on? A line through the icons means that a device is not enabled.
- Are you using the latest version of Edge (Chromium)? Update your browser.
- Does the browser have permission to access your camera and microphone?
- Select the microphone icon in the URL bar to check the default audio and video settings. From the pop-up window, you can change devices or step through your device setup again to set the default devices. You may need to refresh the page for the change to take effect.
- Open the Edge (Chromium) more options menu. It looks like three stacked dots. Select Settings. Select Site permissions and select Camera or Microphone. Make sure the session is in the Allow list.
- Select thelock icon to the left of the URL to view site information and see if anything is blocked.
- Select the microphone icon in the URL bar to check the default audio and video settings. From the pop-up window, you can change devices or step through your device setup again to set the default devices. You may need to refresh the page for the change to take effect.
Chrome Support
Audio and video issues
If you are having issues with your audio or video, please check your session and browser settings.
- Are the audio or video controls on? A line through the icons means that a device is not enabled.
- Are you using the latest version of Chrome? Update your browser.
- Does the browser have permission to access your camera and microphone?
- Select the audio/video icon in the URL bar to check the default audio and video settings. From the pop-up window, you can change devices or step through your device setup again to set the default devices. You may need to refresh the page for the change to take effect.
- If you are using macOS X 10.14 and higher, open your computer System Preferences and select Security & Privacy. Select Privacy. Make sure your browser is a selected app for both the Camera and Microphone.
- Open Chrome Preferences, select Advanced and Site Settings. Select Camera or Microphone. Make sure the session is in the Allow list.
- Select the View site information icon to the left of the URL to view site information and see if anything is blocked.
- Select the audio/video icon in the URL bar to check the default audio and video settings. From the pop-up window, you can change devices or step through your device setup again to set the default devices. You may need to refresh the page for the change to take effect.
Safari Support
Audio and video issues
If you are having issues with your audio or video, please check your session and browser settings.
- Are the audio or video controls on? A line through the icons means that a device is not enabled.
- Are you using the latest version of Safari? Update your browser.
- Does the browser have permission to access your camera and microphone?
- Open the Safari Preferences menu and select Websites. Select Camera or Microphone. Find Collaborate in the list of Currently Open Websites and select Allow from the menu.
- Open the Safari Preferences menu and select Websites. Select Camera or Microphone. Find Collaborate in the list of Currently Open Websites and select Allow from the menu.
Firefox Support
Audio and video issues
If you are having issues with your audio or video, please check your session and browser settings.
- Are the audio or video controls on? A line through the icons means that a device is not enabled.
- Are you using the latest version of Firefox? Update your browser.
- Does the browser have permission to access your camera and microphone?
- Open the browser’s Show site information menu, to see if your device microphone and camera are allowed. You may need to refresh the page to see the change. If you decide to turn on your audio or video again, you are asked to select new devices.
- If you are on using macOS X 10.14 and higher, open your computer System Preferences and select Security & Privacy. Select Privacy. Make sure your browser is a selected app for both the Camera and Microphone.
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- Open the browser’s Show site information menu, to see if your device microphone and camera are allowed. You may need to refresh the page to see the change. If you decide to turn on your audio or video again, you are asked to select new devices.
Where a virtual classroom tool relies on an installed application other than a browser (e.g. Zoom) it is the privacy settings of your operating system that will grant access to the application to use these devices.
System OS specific support is also available:
Mac OSX support
Win 10 support
