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Troubleshooting camera and microphone permissions

  • Updated

Confirm the microphone/camera settings for your browser

Chrome:  

  • Click the lock icon on the left side of your browser bar

Screenshot_2022-09-28_at_1.52.20_PM.png

  • Select Allow from the dropdown, for both camera and microphone

Screenshot_2022-09-28_at_1.55.43_PM.png

Safari:

  • A popup appears at the top of your screen asking for permission to use your camera and microphone.

Screenshot_2022-09-28_at_2.01.00_PM.png

  • Click Allow.
  • For the smoothest and trouble-free experience, click the red video or microphone button on the right side of the URL, and then click Always allow on “events.goldcast.io”.

Screenshot_2022-09-28_at_2.02.09_PM.png

Microsoft Edge: 

  • A popup appears in the upper left of your screen asking for permission to use your camera and microphone. Click Allow

Screenshot_2022-09-28_at_2.06.38_PM.png

  • If the above popup does not appear, click the lock icon on the left-hand side of the URL.
  • Next to Camera and Microphone, from the respective drop-down menus, select Allow.

Screenshot_2022-09-28_at_2.13.50_PM.png

Allow your browser to access your computer's camera and microphone

MacOS 10.14 (Mojave) or above users: 

In MacOS Mojave, Apple has introduced system-level privacy controls for your mic and camera. These work great for privacy, but it is possible that your browser has been blocked mistakenly from accessing your microphone and camera. Make sure that you check and allow your browser to access the microphone and camera from the System Preferences > Security & Privacy section.  

To allow access: 

  1. Open System Preferences
  2. Click Security & Privacy.  
  3. Select the Privacy tab   
  4. From the list of options in the dropdown, select Camera.
  5. Select the box next to the browser you are using to allow access (make sure this is a Goldcast supported browser). 
  6. Repeat the above steps for your Microphone.   
  7. Restart your browser to get these changes updated. 

MacOS 10.13 (High Sierra) and earlier users:

If you use an older version of MacOS, there are no system level controls for your camera, and instead MacOS will default to the settings on the application level. However, if your mic selection isn't sticking, there is a system level control for your mic. Here's how you can adjust this:

  1. Open System Preferences
  2. Click Sound
  3. Select the Input tab
  4. From the list of all input devices that are available, select the device you want to use

Check and confirm your camera, audio inputs and outputs on Goldcast

  • During the event, click on “Gear” icon which will open a pop-up window

Screenshot_2022-09-28_at_2.22.53_PM.png

  • From the audio tab, click on the microphone & speaker dropdown menu and select the required audio input and output

Screenshot_2022-09-28_at_2.28.08_PM.png

  • From the video tab, click on the Camera dropdown menu and select the required webcam source

Screenshot_2022-09-28_at_2.29.05_PM.png

Shut down all other applications that may be using/used your device's camera and/or microphone

If you have recently been using your camera and/or microphone on other applications such as Google Meet, Microsoft Teams, Zoom, Skype etc., make sure to properly close these applications as they may be retaining control of your device's camera and microphone.

Check to make sure you are using a compatible device and browser 

Supported operating systems- updated to their latest version: 

  • Windows 
  • Mac 

Supported browsers – updated to their latest versions: 

  • Chrome 
  • Safari (on Mac & iOS only) 
  • Firefox 
  • Microsoft Edge (on Windows only) 

Disable your VPN 

If you are currently using a VPN, disable and try logging back into the Goldcast event space. We have experienced some issues where a VPN has interfered with the ability to use the device's camera and microphone properly

Disable anti-virus software 

If there is any anti-virus software enabled, disable it temporarily and refresh the page to see if the camera or microphone is working.

Refresh your browser  

Mac OS:  

  • Soft Refresh – CMD + R 
  • Hard Refresh – CMD + Shift + R 

Windows 10:

  • Ctrl + F5 

Logout and log back in

Try logging out of the event space and logging back in. 

Try a private browser

Depending on your browser, try using a private browser (also known as Incognito) or Guest Mode 

Mac OS:

To open an Incognito/ Private window: 

  1. Click File.
  2. Click New Incognito/Private Window

Windows 10:

To open an Incognito/ Private window:

  1. Click on three dots or three lines icon
  2. Click New Incognito/Private Window

Plug-out and plug-in your microphone/camera

If you are using an external webcam or microphone, unplug the device from your computer and try plugging it back in, and refresh the page to resolve the issue

Check for audio inputs and outputs on your device

Mac OS:

  1. Open System Preferences
  2. Click Sound
  3. Click the Output tab
  4. From the list of all output devices that are available, select the device you want to use
  5. Click the Input tab
  6. From the list of all input devices that are available, select the device you want to use

Windows 10:

  1. Right click on sound icon on taskbar
  2. Click on playback devices
  3. On the playback tab, from the list of all audio output devices that are available, select the device that you want to use
  4. On the recording tab, from the list of all audio input devices that are available, select the device that you want to use

Switch to a different browser

Try switching to another supported browser.

Restart your device 

If all the options mentioned above have not worked, try to shut down your computer and restart it. 

Try another device that doesn’t have any restrictions

If you are currently on a work laptop, try switching to a personal device instead, as company firewalls may be restricting the ability to use your camera and microphone.

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