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Video Calls – Webcam or Sound Issues

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This article will guide you through troubleshooting steps to resolve any issues preventing a therapist or client from seeing/hearing the other participant(s) during an online session.

Most Common Solutions #

Most times we assist a user with a webcam/audio issue, it turns out to be one of these steps that resolves it.

Have you selected the right Webcam/Mic/Audio Output? #

  • Whenever you open a session, you have the chance to check your webcam/audio setup.
  • Make sure you’ve selected the right options in the various dropdown menus.
  • If you’re not sure which option to select, try each one in turn.
  • Use the webcam preview and mic/audio tests to see which options work.

Close Other Programs / Restart Your Computer #

  • This solves many issues. Computers sometimes get glitchy and need a fresh start. Restarting your computer can resolve webcam/audio issues by resetting the device’s hardware and software settings, clearing any temporary glitches, refreshing drivers, and reinitialising connections. Sometimes, other programs may be accessing the webcam, preventing other applications from doing so. Restarting ensures all programs are closed and that the webcam is available for Bilateral Base to access.

Still not working? Proceed with the steps below.

Full Troubleshooting Steps #

The next thing to do is look into each part of how your camera and audio devices work with your computer to narrow down where the issue is.

Check if Webcam/Mic/Audio are working with other Web-Apps? #

Test your webcam, mic, and sound output in 3rd party apps to see if this issue happens with other applications as well and therefore is not specific to Bilateral Base.

Webcam #

Microphone #

Audio Output #

Webcam/Mic/Audio Worked with 3rd party web-app – The issue appears to be specific to Bilateral Base. Proceed to the next section.

Webcam/Mic/Audio Didn’t work with a 3rd party app – If your webcam/audio/mic DID work with a 3rd party application, the issue is not specific to Bilateral Base and is likely affecting all web-apps. Skip down below to ‘Browser-level Permissions.’

Check Access Permissions – Website Specific #

Bilateral Base is a web app, and all modern web browsers will ask you to give explicit permission for Bilateral Base to have access to your webcam and microphone. This is usually a little pop-up window asking you to click allow or deny access to the webcam/mic. Check that both the webcam and mic have been allowed.

Chrome/Edge/Firefox (Windows, macOS) #

  • Click the icon in the address bar (see example below).
  • Make sure the camera and microphone are set to allow or choose to reset permissions and reopen Bilateral Base (not applicable to Safari Mac).

Check Access Permissions – Browser Settings #

There are options found in the settings of your browser that determine whether a web app like Bilateral Base is allowed to ask for your permission to use the webcam/mic. Make sure these are set to allow webcam/mic access.

How to access settings in browser: #

  • (Chrome – PC/Mac) Go to Settings > Privacy and Security > Site Settings > Camera and Microphone.
  • (Edge – PC) Go to Settings > Cookies and site permissions > Camera/Microphone.
  • (Firefox – PC/Mac) Privacy & Security > Permissions.
  • (Safari – Mac) Go to Settings > ‘Websites’ tab.

Check that the correct webcam/mic permissions are enabled.

Check Access Permissions – Operating System Settings #

On your PC/Mac, the operating system has settings to determine whether applications you have installed on it are allowed to access your webcam/mic.

Windows: #

  • Go to Settings > Privacy & Security > App Permissions > Camera/Microphone.
  • Ensure your browser is allowed to access your webcam/mic.

macOS: #

  • Go to System Preferences > Security & Privacy > Camera and Microphone.
  • Ensure that your browser has permission to access both the camera and mic. (Not applicable if Safari is your browser as it is part of Apple macOS.)

Check if Another Application is Blocking Access to the Webcam/Mic #

  • Close Other Apps: Some applications, like Zoom, Teams, etc., can prevent other applications from accessing the webcam/mic when open. Close them and try Bilateral Base again.
  • Restart the Computer: Restarting can reset any potential locks on the webcam/mic by other programs. If closing other applications didn’t work, try this also.

Check for Hardware Issues #

  • External Webcam, Mic, and Speakers/Headphones:
  • Unplug and replug the devices.
  • Try plugging them into a different connection port on your device.
  • Is there a lens cap on the webcam or a mute button on the mic/speakers/headphones?
  • Try them with another PC/Mac to see if they are working.

Try a Different Browser #

  • Switch Browsers: Sometimes, the issue may be browser-specific due to extensions, settings, or compatibility problems. Test the webcam, mic, and sound output in another browser (e.g., if you’re using Chrome, try Firefox or Edge).
  • Disable Browser Extensions: Some extensions, particularly security or privacy extensions, may block webcam, mic, or sound access. Disable them temporarily and test again.

Check for Malware or Security Software Interference #

  • Security Software: Some antivirus or privacy software can block access to the webcam, microphone, and sound output for security reasons. Check the software settings to ensure that it allows your browser or the app to access these devices.

Check for OS Updates and Driver Issues #

  • Update Your Operating System: Ensure that your OS is up to date, as updates often contain bug fixes for camera, mic, and sound output issues.
  • Update or Reinstall Webcam, Microphone, and Sound Drivers (Windows): If any devices are not working properly, it could be due to outdated or corrupted drivers. Check the manufacturer’s website for driver updates for all devices.

Contact Support #

If you have got to this point (or got somewhere along the way), let us know and we’ll be happy to help.