My Camera/Microphone Isn’t Working

By clicking on the Cam/Mic button in your room, you can select the microphone or camera that you’d like to use for your meeting. However in some cases, Remo won’t detect a cam or mic, or the device selection won’t save. In these cases, there are a few things you can do get everything working again!

First things to check

Update your browser

For some users, we’ve found that having another video conferencing program open like Skype or Google Hangouts can cause Remo to be unable to access the cam/mic. If your cam/mic buttons are greyed out, it’s possible that this is what’s causing the problem.

In this case, the first thing to check on is if your browser is up to date. We support the three most recent versions of our supported browsers, so double check that there isn’t an update for the one you’re using! If you aren’t sure how to update your current browser, the links below will walk you through how to do it:

Note:

If you are using an older operating system like Windows Vista or XP, these no longer have support from Microsoft or browser teams like the Chrome team; so they won’t be able to run an up-to-date browser. We highly recommend you update your operating system to a more current version.

Clear browser cookies

If your browser is up-to-date, it’s possible that the issue is caused by a stale mic/cam permissions cookie, or possibly because of another application that’s taking priority access over Remo.

In this case, we recommend clearing your cache and cookies for your entire browser and then restarting your computer. Sometimes a reset of your system environment will resolve these types of issues, so this is a “catch-all” solution before further investigation is required. Instructions for clearing your cache and cookies for our supported browsers are linked below:

After clearing the browser cookies, the next time you log in you will see the onboarding and tutorial screens again. Make sure when you see the test page for your Mic and Cam, you allow it for Remo.co.

Safari compatibility

Although we do support Safari, we found that many of Safari’s browser standards and features are not compatible with modern in-browser video technology. For the best experience possible, we recommend using Chrome with Remo.

When using Safari, you may run into the following issues:

  • Inability able to share your screen
  • Broadcasts may not display properly; you will see a Youtube Live URL instead.
  • Inability to see or participate in Slido Questions.
  • Lower video and connection performance with webcam and microphone while communicating with other users.

To get the best experience, Download Google Chrome now.

Confirm the Mic/Cam settings for your operating system

If resetting the system environment doesn’t solve the problems you can try the below items to resolve the issue.

MacOS 10.14 (Mojave)

In MacOS Mojave, Apple has introduced some system-level privacy controls for your mic and camera. These are great for privacy, but it is possible that your browser was mistakenly blocked from accessing your mic and cam. You can check on this and allow your browser to access your mic and cam from the Security & Privacy section in your System Preferences. To access these settings, do the following:

  1. Click on the apple in the top left > select System Preferences
  2. Click on the Security & Privacy section
  3. Click on Camera in the list of options, and tick the box next to your browser to allow access
  4. Repeat step 3 for your Microphone
  5. After doing this, restart your browser for the updates to take effect

MacOS 10.13 (High Sierra) and earlier

If you use an older version of MacOS, there are no system level controls for your camera, and instead, MacOS will default to the settings on the application level. However, if your mic selection isn’t working, there is a system level control of your mic.

You can access this by clicking on the Apple in the top left corner of the screen and selecting System Preferences. From here, click on Sound and then select the Input tab. This area will list all input devices that are available, set the device you would like to use for Input.

Windows 7

To change audio inputs and outputs on Windows 7 watch this video here.

Windows 10

In Windows 10, you’re able to set a default Mic, but there are also system-level Camera permissions on what applications can access your camera. For either of these settings, the first thing to do is open up your system settings by clicking on the Start menu and selecting the Settings gear.

Default Mic

You can adjust the mic settings by typing “Mic” into the search bar and going to the Sound settings. Scroll down to Input and use the dropdown to select the proper input device

Camera Permissions

Camera permissions can be accessed by typing “Cam” into the search bar. These settings are under your general Privacy settings, but search is the easiest way to access them. From here, be sure that your browser has permission to access your camera.

Confirm the Mic/Cam settings for your browser

Google Chrome

Mic and Cam defaults can be accessed in a number of ways in Chrome, but the easiest is to paste the following links into your URL bar:

Cam:  chrome://settings/content/camera

Mic:  chrome://settings/content/microphone

From these areas, you can manage the default cam/mic for Chrome, and also whitelist or block websites from accessing your cam/mic! For the smoothest experience, you’ll want to have Remo listed under the Allow section:

Safari Browser on Mac

For the Safari browser, you can also allow mic and cam for Remo.co. To do this on a Mac, use Websites preferences to customize how you browse individual websites. To change these preferences, choose Safari > Preferences, then click Websites.

  1. Go to the Remo invite link that was sent to you. Prior to logging in, perform the steps below:
  2. Click on the camera on the left sidebar and add remo.co and select allow.
  3. Click on the microphone on the left sidebar and add remo.co and select allow.

Confirm audio inputs and outputs

If your computer has multiple screens or you use different audio devices to record or listen, you may have a different audio input or output selected. In this case, you simply need to pick the right one to work with your browser and Remo.

Select the right audio input and output by clicking on on the top left three dots or lines to pop open the sidebar settings.

Select the correct camera and microphone input for you to use.

MacOS

You also need to check that the right audio inputs and outputs are selected in the settings.

  1. You can access this by clicking on the Apple in the top left corner of the screen and selecting System Preferences.
  1. From here, click on Sound.
  1. Click on the Output tab and select the right output option.
  1. Click on input and select the Input you want. You can also check if the input is working checking the input level as you talk. If the bars are moving then your microphone is working.

Windows

To change audio inputs and outputs on Windows 7 watch this video here.

To change audio inputs and outputs on Windows 10 watch this video here.

Browser Extensions that may not work with Remo

It is not uncommon for some third party extensions to cause problems with some websites. To test this, try using an Incognito tab or Private browsing window. If all works normally then you know that an extension is causing the issue. Unfortunately there is no way to identify which one easily. A process of elimination will need to be done on each extension to find the one causing the problem.

Some browser extensions disable the ability for browsers to use mic and cam. If you have any of the following extensions we recommend disabling them for the duration of using Remo.

  • AdBlock
  • AdBlock Plus
  • Adblocker
  • AdGuard AdBlocker
  • AdBlocker Genesis Plus
  • BlockSite
  • DuckDuckGo Privacy Essentials
  • Ghostery
  • Privacy Badger
  • UBlock
  • And any other AdBlock or privacy software for Chrome or installed in your operating system

If you wish to continue using these extensions you will need to access the developer to see if there are any options to enable mic and cam while using those extensions.

Still not working? Try the following…

Does your microphone or camera work using other software?

Try opening another video conference software such as Skype, Google Hangouts, Facetime, iMessage, or Facebook messenger and connect with another person to see if the microphone and camera work. If it does not work there might be an issue with your computer. Please contact your company IT administrator, Apple tech support or nearest computer repair shop for further diagnostics.

Try using Guest Mode

Google Chrome

Some browsers are not able to connect through strict networks/firewalls. Also, there may be bugs in the browser causing problems with connection. If you are experiencing this, try switching into Guest mode in the browser. Here’s how to do so for Chrome.

Safari

There is no Guest Mode option for Safari, so try using a Private Window. Go to the top menu File > New Private Window. Try logging into the invite link that was sent to you.

Are you using a browser we do not support?

At the moment we only support Safari and Google Chrome. We do not support any of the following browsers:

  1. Mozilla Firefox
  2. Internet Explorer
  3. Microsoft Edge
  4. Opera Browser

Are you using a mobile phone?

At the moment we do not support mobile devices or mobile browsers, but it is something that is on our roadmap. If you believe this is something that you need please contact us and let us know and we can prioritize this in our roadmap.