Video & Audio Problems

Having trouble with your camera, microphone, or audio during calls? Here's how to fix common issues.

Camera Not Working

Check Browser Permissions

Your browser needs permission to access your camera:

Chrome:

1. Click the lock icon in the address bar
2. Find Camera and set to Allow
3. Refresh the page

Firefox:

1. Click the lock icon in the address bar
2. Click Connection secure
3. Click More information
4. Go to Permissions tab
5. Set Camera to Allow

Safari:

1. Go to Safari > Settings > Websites
2. Click Camera in the sidebar
3. Find Coachive and set to Allow

Check System Permissions

Your operating system also controls camera access:

Mac:

1. Go to System Settings > Privacy & Security
2. Click Camera
3. Ensure your browser is checked

Windows:

1. Go to Settings > Privacy > Camera
2. Ensure Camera access is On
3. Check that your browser is allowed

Camera in Use by Another App

If another app is using your camera:

1. Close video conferencing apps (Zoom, Teams, etc.)
2. Close other browser tabs that might use camera
3. Refresh Coachive and try again

Hardware Issues

• External webcam: Try unplugging and reconnecting
• Multiple cameras: Select the correct one in call settings
• Driver issues: Update your camera drivers

Microphone Not Working

Check Browser Permissions

Same process as camera - ensure your browser has microphone permission.

Check System Permissions

Mac:

1. System Settings > Privacy & Security > Microphone
2. Ensure browser is checked

Windows:

1. Settings > Privacy > Microphone
2. Ensure microphone access is On

Microphone Selection

If you have multiple microphones:

1. Click the settings gear in the call
2. Select the correct microphone from dropdown
3. Speak and check the audio meter responds

Volume Too Low

• Check system volume settings
• Ensure microphone isn't muted physically
• Move closer to the microphone
• Reduce background noise

Can't Hear the Other Person

Check Your Speakers/Headphones

1. Volume: Is your system volume up?
2. Mute: Is your audio muted?
3. Output device: Are you using the right speakers?
4. Headphones: If using headphones, are they connected?

In-Call Audio Settings

1. Click the settings gear during the call
2. Check the Speaker selection
3. Play a test sound if available

Other Person's Microphone

The issue might be on their end:

• Ask them to check their microphone
• Ask them to unmute if they're muted
• Suggest they refresh their page

Echo or Feedback

Echo usually happens when audio from speakers feeds back into the microphone.

Solutions

1. Use headphones - Most effective solution
2. Lower speaker volume - Reduce feedback
3. Increase distance - Between mic and speakers
4. Mute when not speaking - If echo persists

Audio Delay or Lag

Causes

• Slow internet connection
• High network congestion
• Device performance issues

Solutions

1. Check your internet speed - Use speedtest.net
2. Close other tabs and apps - Free up resources
3. Use wired internet - Instead of WiFi if possible
4. Move closer to router - If using WiFi
5. Lower video quality - Reduces bandwidth needs

Video Freezing or Pixelated

Bandwidth Issues

Poor video quality usually means bandwidth problems:

1. Run a speed test - You need 3+ Mbps for good video
2. Close other devices - That might be using bandwidth
3. Pause downloads - Large downloads affect calls
4. Switch to wired - Ethernet is more stable than WiFi

Device Performance

Your computer might be struggling:

1. Close unused apps - Free up memory
2. Restart your browser - Clears memory
3. Restart your computer - If issues persist
4. Check CPU usage - High usage affects video

Testing Before a Call

How to Test

Before your session:

1. Go to Dashboard > Sessions
2. Find your upcoming session
3. Click Test Setup (if available)
4. Or join the call early to test

What to Check

• Camera shows your video clearly
• Microphone picks up your voice
• You can hear test sounds
• No echo or feedback

Browser-Specific Issues

Chrome

• Update to the latest version
• Check chrome://settings/content/camera
• Clear cache and cookies

Firefox

• Check about:preferences#privacy
• Ensure hardware acceleration is on
• Try disabling Enhanced Tracking Protection

Safari

• Update Safari and macOS
• Check Safari > Settings > Websites
• Try resetting Safari permissions

Still Having Issues?

If nothing works:

1. Try a different browser - Chrome usually works best
2. Try a different device - If available
3. Contact support - With details about what you've tried

Include in your support request:

• Browser and version
• Operating system
• Steps you've already tried
• Any error messages shown