Skip to main content
All CollectionsTroubleshooting & supportAudio / Camera Issues
Desktop: Troubleshooting participant camera / microphone issues
Desktop: Troubleshooting participant camera / microphone issues

Step-by-step instructions to help no-extension-required computer users troubleshoot issues connecting to a camera or microphone

Russ Troester avatar
Written by Russ Troester
Updated over a week ago

🚀 If you are having issues with your microphone and/or camera, but were required to install a Chrome extension for your session, please see this help article for troubleshooting steps.

Are you stuck at the ‘Turn on your microphone’ or ‘Turn on your camera’ step while trying to join a research session?

Click a link below for help.

Browser fix: microphone or camera blocked

  1. In the upper-left corner of the setup window, click View Site Information icon

  2. Make sure microphone and/or camera are enabled (depending on which device you're having issues with)

  3. Click outside the "Site Information" window to continue

  4. Select a camera or microphone in the setup window and follow the prompts to continue setup

Apple/Mac system fix (if browser fix does not work)

  1. Mouse to the upper left-hand corner of your screen and click the Apple icon to open System Settings

  2. In the search field, type “microphone” or “camera”

  3. Select “Allow applications to access …” in the left-hand panel

  4. In the right-hand panel, click the toggle next to Google Chrome, Microsoft Edge, or Brave (whichever browser you are using) to 'on’

  5. Follow the instructions to Quit & Reopen

  6. Re-follow the link already shared with you

  7. You will need to go through some of the steps you completed earlier, but this time you should be able to select a microphone or camera

Windows system fix (if browser fix does not work)

  1. In the Start menu, open Settings

  2. Search for “Microphone Privacy Settings” or “Camera Privacy Settings” and open it

  3. Scroll to find “Allow desktop apps to access your …” microphone or camera

  4. Click the toggle to 'on'

  5. Exit the browser

  6. Re-follow the link already shared with you

  7. You will need to go through some of the steps you completed earlier, but this time you should be able to select a microphone or camera

Related:


If you're still having trouble, start a conversation with us using the chat bubble in the lower right hand corner of your screen.

Did this answer your question?