Audio & Video
Please scroll down for tips on troubleshooting your audio and video.
My Audio/Video don’t work, what do I do?
Before you enter a meeting in SP_CE, you will be able to choose camera, preview video as well as choose which microphone to use. However, in certain cases you may not see the preview or be able to choose camera and microphone. This may be caused ny a blocked camera or microphone, or may be because SP_CE could not detect an audio/video source on your device.
Luckily it is not the end of the journey, and there are a number of ways to fix it. Below, you’ll find a few simple tips and tricks, followed by a more detailed guide.
Tips to try first
- A refresh can work wonders. If experiencing audio/video issues, the first course of action can be a simple refresh.
- Restarting the browser can be a good idea if the former doesn’t work.
- Using your browser in incognito mode can also be a quick solution. This can help solve audio/video issues that spring from third-party browser extensions, that can cause issues for some sites.
The simple tips didn’t work, now what?
If you tried the tips above and still can’t get your audio & video to work, you can look at the section here below. Where you will find a the most common causes for audio & video issues – and how to fix them.
If audio & video were blocked by accident
If you accidentally blocked video or audio when first asked by SP_CE, you will have to change permission. You may do this by clicking the video or audio icon in the top right of your screen, and allowing SP_CE access to your camera or microphone in the pop up that comes. You may also choose to go to Manage in the same pop up, and change permission from there.
If your cookies, cache need to be cleared
It is possible that another app is using the camera and microphone, or that a permission cookie has remained and is preventing audio/video from working in SP_CE. To solve this, you may close apps that are using the camera and microphone, and may also clear your cookies and cache. To do this, you can follow these guides for Microsoft Edge and Google Chrome.
After you’e cleared cookies and cache, it’s a good idea to restart the browser entirely. If it’s still problematic, you can restart your device.
If your browser needs an update
While it’s probable that your browser updates automatically when closed, this may not always be the case and could cause issues for your audio/video. You can easily check this – and update if necessary – by clicking the three dots at the top right of your browser. If in Chrome, you can just head straight down to Settings and hover over Help. Where you’ll be able to see and click About Google Chrome and update your browser if necessary.
If you’re in Microsoft Edge, you can go to the same three dots and follow the same procedure – only there you’ll hover over the Help and Feedback option.
If system settings are preventing browser from accessing camera, microphone
To make sure that browsers have access to camera and microphone in Windows, go to Settings and click Privacy. Well there, you can click the microphone or camera option on the left, where you can scroll on down and ensure your browser has the proper access.
Your system settings may accidentally be blocking your browser from accessing camera and microphone. You can ensure that your browser has the right access by clicking the Apple icon on the top left side of your screen, and going to the system preferences option in the drop down.
There, you can simply go to Security & Privacy, and click the Privacy tab. Where you’ll be able to see both microphone and video – and make sure that your browser has access to both.
If your firewall is preventing audio/video
Especially strict firewalls may be blocking your camera and microphone from opening in SP_CE. This may be more common if you’re on a work computer, or on your office network. If this seems to be the case, you can try changing browser, using a private device or another network – depending on what works for you.
Another solution is to whitelist the following domains, and that can help ensure audio & video aren’t blocked by your firewall:
