Troubleshooting audio and video issues during your video calls

Are you having trouble hearing or seeing the other party during a video call? Read ahead to learn why that might be happening.

The most common reason this occurs is because the microphone and/or camera and/or audio has not been enabled by one end of the video call. Each party should double check:

• That their microphone is unmuted
• That their camera is turned on
• That their audio is turned on and the volume isn’t set to a low level

If both sides have double-checked these but audio or video issues persist, one of two things could be happening:

Cause 1: The web browser (of the party who cannot be heard/seen) is currently set to deny websites access to using the microphone and camera. Sometimes users shut off access due to privacy concerns and they forget to turn it back on again.

Solution: Double check that the settings of your web browser allow websites to use the microphone and camera. The process for checking this will differ depending on your particular device and the web browser you’re using for SmileSnap. See below.

• iOS (Apple device)
  • Safari: Open Settings > scroll to Safari app and open it > scroll to Privacy & Security options > confirm that Camera & Microphone Access is turned on (the slider is green)
  • Chrome: Read Google’s instructions
  • Edge: Read Microsoft’s instructions
  • Firefox: Read Mozilla’s instructions
• Android
  • Chrome: Read Google’s instructions
  • Edge: Read Microsoft’s instructions
  • Firefox: Read Mozilla’s instructions
• Windows PC
  • Chrome: Read Google’s instructions
  • Edge: Read Microsoft’s instructions
  • Internet Explorer: Read Microsoft’s instructions
  • Firefox: Read Mozilla’s instructions
• Mac
  • Safari: Read Apple’s instructions
  • Chrome: Read Google’s instructions
  • Firefox: Read Mozilla’s instructions

Cause 2: The browser (of the party who cannot be heard/seen) is outdated. Video conferencing is a relatively new technology, and older versions of browsers may not automatically connect to a microphone or camera.

Solution: Update to the most recent available version of your browser. The process for updating will differ depending on your particular device and the web browser you’re using for SmileSnap. See below.

• iOS (Apple device)
  • Your browser should automatically update based upon your Apple App Store settings. You can check if there’s a new version of a particular browser available based on the instructions offered by Google for updating Chrome:
    1. On your iPhone or iPad, open the App Store.
    2. At the top right, tap Profile .
    3. Scroll down to “Available Updates,” and search for the browser you’re using.
    4. If the browser is listed, tap Update to install.
    5. If asked, enter your Apple ID password. The updates will download and install.

• Android
  • Your browser should automatically update based upon your Play Store settings. You can check if there’s a new version of a particular browser available based on the instructions offered by Google for updating Chrome:
    1. On your Android phone or tablet, open the Play Store app .
    2. At the top left, tap Menu   My apps & games.
    3. Under “Updates,” find the browser you’re using.
    4. Next to the browser’s name, tap Update.

• Windows PC
  • Chrome: Read Google’s instructions
  • Edge: Read Microsoft’s instructions
  • Internet Explorer: Read Microsoft’s instructions
  • Firefox: Read Mozilla’s instructions
• Mac
  • Safari: Read Apple’s instructions
  • Chrome: Read Google’s instructions
  • Firefox: Read Mozilla’s instructions