My video/microphone isn’t working

If you would like to learn more about how to use the online classroom, as well as troubleshooting tips, you can watch our online classroom seminar recording here!

Don’t panic! There are a few things which you can check to ensure everything is set up correctly.

Use Google Chrome where possible

When it comes to using our online classroom, we'd definately recommend using Google Chrome as your browser! It's the browser that is most compatible with the classroom, and you can have issues with your camera and microphone when using alternative browsers, like Safari! Given this, if you're having problems with your camera or microphone in a lesson and you're using another browser, just switch over to Chrome!

Check your webcam and microphone have been allowed in the classroom

This also involves ensuring that you have the correct camera and microphone selected! Feel free to refer to our FAQ which will help you do this: How do I enable my microphone and camera?

Check it’s not your camera or microphone that has the issue

If possible, try to use your camera/microphone with another application. If it doesn’t work there either, then the problem is most likely to be an issue with the camera or microphone itself. You may be able to try using headphones instead of the inbuilt microphone in your computer or laptop for example if this turns out to be the issue.

Check no other application is using your camera and microphone

If you do have other applications open that are using the camera and microphone, this will lead to issues in our classroom. If you are experiencing issues, make sure you've got any other applications or websites, such as Skype or Zoom, shut on your device! One way you can make sure of this is by turning your device off and on again - this just makes sure that any of the other applications that may be using your camera and microphone are completely shut!

Incognito

If your camera and microphone are definitely working in other applications, try opening the lesson space in an incognito window, or switch internet browsers. If it works in an incognito window, you’ll have to clear your cookies and cache to solve the problem going forward, as they will be interfering with your permissions and the running of the classroom!

To clear your cookies and cache on Google Chrome, you’ll need to:

• Go to your full browsing history (can be found at the top of your screen on a Mac, or Ctrl+H on Windows)
• There is a ‘Clear Browsing Data’ option on the left of your screen
• A pop-up will appear detailing what you will be clearing - just ensure that the ‘Cookies and other data’ and ‘Cached images and files’ boxes are ticked, and select clear data  

Drivers

If your webcam or microphone still isn’t working, this points to a driver issue - you can usually search for updated drivers online from the website of the manufacturer. Installing the updated drivers should hopefully solve your problem!

Use Companion Mode

We've recently introduced a new feature that allows you to use your phones camera and microphone for your lesson if you run into problems! You can find out more information about this feature here.