Troubleshoot camera and microphone issues

If you are having issues with your camera or microphone in a SquadPod video call, follow the steps below to help you troubleshoot your issue.

Quick troubleshooting tips

1. Check if your camera and microphone are working for other websites that are open within the same browser.
   • If they are working, there may be an issue with site permissions--follow the guidance provided in step 2 below.
   • If they are not working in any website open in your browser, your browser application may not have permission to use your device's camera and microphone from within your system settings--jump to step 3 below for further guidance.
2. Disconnect and reconnect to the video call.
3. Restart your computer.

Step 1 - Check your selected devices

Make sure you are using your preferred camera and microphone devices. Follow the steps below to check which devices you are using and change a device if the wrong one is selected.

Within an active SquadPod video call:

1. Click the gear icon in the top left of the video call to access video call settings.
2. Select 'Change Devices'.
3. Click the 'Camera' dropdown and select your preferred device.
4. Click the 'Microphone' dropdown and select your preferred device.
5. Press 'OK'.

Step 2 - Check the browser's permissions for accessing your devices

Ensure the SquadPod website has permission from your browser to use your preferred camera and microphone devices.

When joining or starting a SquadPod video call:

You may receive a browser popup stating SquadPod wants to use your microphone and camera. Click 'Allow' to give SquadPod these permissions. 

Within an active SquadPod video call:

To check your site permissions, follow these browser-specific steps:

Chrome or Edge

1. Click the lock icon on the left side of the URL bar.
2. Select 'Allow' from the 'Camera' and 'Microphone' drop-down lists.
3. Reload the SquadPod website and rejoin the call if you are disconnected.

To view more resources about how to troubleshoot your microphone and video call issues in Chrome, click here. 

Firefox

1. Click the lock icon on the left side of the URL bar.
2. Click the 'X' to the right of 'Use the Microphone' or 'Use the Camera'.
3. Reload the SquadPod website and rejoin the call if you are disconnected.

To view more resources about how to troubleshoot your microphone and video call issues in Firefox, click here. 

Safari

1. Right-click on the SquadPod URL in the URL bar.
2. Click 'Settings for This Website...'.
3. Select 'Allow' from the 'Camera' and 'Microphone' drop-down lists.
4. Reload the SquadPod website and rejoin the call if you are disconnected.

To learn more about changing your preferences in Safari, click here.

Step 3 - Check your system settings

Ensure your browser application has permission to use your device's camera and microphone. Also, for microphone-specific issues, make sure your input and output volumes are working as expected.

Mac

Check your device permissions:

1. Click on your Apple menu in the top-left corner and select 'System Preferences'.
2. Double-click the 'Security & Privacy' icon.
3. Select 'Camera' and make sure the checkbox next to your browser application is checked.
4. Select 'Microphone' and make sure the checkbox next to your browser application is checked.

Check your input and output volume:

1. Click on your Apple menu in the top-left corner and select 'System Preferences'.
2. Double-click the 'Sound' icon and click on the 'Input' tab to see your microphone list.
3. Select the microphone you want to use.
4. Adjust the 'Input volume' by moving the slider and test the 'Input level' by speaking at your usual volume and monitoring the level of input.
5. Adjust the 'Output volume' by moving the slider. Make sure the 'Mute' checkbox is unchecked.

PC

Check your device permissions:

1. Click 'Start' and then click 'Settings'.
2. Click 'Privacy'.
3. Select 'Camera' and make sure the toggle next to your browser application is set to 'On'.
4. Select 'Microphone' and make sure the toggle next to your browser application is set to 'On'.

Check your input volume:

1. Select 'Start' and then select 'Settings'.
2. Click 'System' and then click 'Sound'.
3. Speak into your microphone while checking under Test your microphone to make sure your settings work.

For information about troubleshooting voice echoing in your video calls, click here.