Troubleshooting Microphone and Camera Issues

If you have a microphone/speaker and camera available on your workstation, but the microphone and/or camera are not working for consults using the EmOpti Platform, one or both icon(s) in the User Workspace may look similar to either of the following screenshots.

Hovering over the orange exclamation point will display a pop-up message “EmOpti needs permission to use your microphone [camera] so others can hear [see] you. EmOpti will ask for this permission on each browser and device you use.”

The steps in this article can be used to troubleshoot microphone and camera issues. 

Note - the EmOpti Platform requires at least a microphone (and speaker) for consults to work

1. Verify the Microphone is Connected and Working

Windows Device

1. Open the Control Panel. Click Hardware and Sound and then click Sound. The Sound dialog opens
2. On the Playback tab, verify you see the desired speakers listed and that the speaker does not say 'Disabled'. Click the Recording tab
3. On the Recording tab, verify you see the desired microphone listed and that the microphone does not say 'Disabled'. While on the Recording tab, talk or make noise. Verify the input level graph updates to reflect the microphone is hearing the sounds. Close the Sound tab
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MacOS Device

1. Open System Settings. In the left panel click Sound
2. in the Output & Input section click Input
3. Verify you see the desired microphone listed. Talk or make noise. Verify the input level graph updates to reflect the microphone is hearing the sounds. Close System Settings 

2. Verify the Camera is Connected and Working

Windows Device

1. Open the Settings application.
2. In the left panel click Bluetooth & devices. In the right panel click Cameras
3. Verify you see the desired camera listed under the Connected cameras section
4. Open the Camera application. You may need to click the Change camera icon in the upper right corner a few times to select the desired camera. Verify you are able to see the video from the desired camera. Close the Camera application
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3. Verify the EmOpti Platform has Permissions to Access the Microphone and/or Camera

Windows 10 Privacy & Security Settings

These steps only apply if using Windows 10 to access the EmOpti Platform

1. Open Settings and select Privacy
2. In the left panel click Camera (or Microphone) under App Permissions

3. In the right panel, scroll down to the Allow desktop apps to access your camera (or microphone) section. Verify the toggle is set to On. This setting applies to Chrome and Edge browsers, and the EmOpti Thick Client

Windows 11 Privacy & Security Settings

These steps only apply if using Windows 11 to access the EmOpti Platform

1. Open Settings. In the left panel click Privacy & security

2. In the right panel scroll down and click Camera (or Microphone) under App permissions

3. In the right panel scroll down to Let desktop apps access your camera (or microphone). Verify the toggle is set to On. This setting applies to Chrome and Edge browsers, and the EmOpti Thick Client.

MacOS Privacy & Security Settings

These steps only apply if using MacOS to access the EmOpti Platform

1. Open System Settings
2. In the left panel click Privacy & Security

3. In the right panel click Camera (or Microphone)

4. Verify the setting for Google Chrome is set to On. If you are enabling this setting, you will be prompted to close and restart Chrome

Google Chrome Permission Settings

These steps only apply if using Google Chrome to access the EmOpti Platform. If the EmOpti Thick Client is being used, these steps can be skipped.

1. Navigate to the User Workspace in Google Chrome (e.g. {assigned-customer-domain}.emopti.com. Click the View site information icon on the left side of the address bar, and click Site settings

2. In the Google Chrome Settings tab, click the dropdown arrow next to Camera and select Allow. Repeat for Microphone and Sound in the list

3. Return to the User Workspace tab. You will be prompted to Reload the page. Click Reload

Microsoft Permission Settings

These steps only apply if using Microsoft Edge to access the EmOpti Platform. If the EmOpti Thick Client is being used, these steps can be skipped.

1. Navigate to the User Workspace in Microsoft Edge (e.g. {assigned-customer-domain}.emopti.com. Click the View site information icon on the left side of the address bar, and click Permissions for this site

2. In the Site Settings tab, click the dropdown arrow next to Camera and select Allow. Repeat for Microphone and Sound in the list

3. Return to the User Workspace tab. You will be prompted to Refresh the page. Click Refresh

4. Verify other applications or browser tabs are not using the microphone or camera

If a participant is not able to see and/or hear the other participant, verify other applications that use the microphone or camera (e.g. Zoom, Microsoft Teams, Google Meet, WebEx, etc.) are not active.