My video/microphone isn’t working

Don't panic! Firstly:

Check that you have enabled your camera and microphone in the browser

This is the most common reason for not being able to see or hear each other. If your webcam or microphone isn't working, please check that you have your camera and microphone enabled in the browser and that you have the correct microphone and camera selected. 

For the best experience, we recommend using Firefox where possible.

Our help article, linked here will help you to make sure that your camera and microphone are enabled in your browser.

If it's the student who can't be seen or heard, the tutor should also check they have allowed them to share their webcam and/or microphone. To do this:

1. Hit the "People" button on the banner at the top of the page:
   
    
2. Ensure that the student's microphone and camera are enabled (you can also allow them to or block them from writing on the whiteboard from here):
    

Miscellaneous Tips

Check it’s not your camera or microphone that’s the problem - 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.

If this doesn't appear to be the problem, try opening the lesson space in an incognito window, or switch browsers (to Firefox ideally).

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!