How to Troubleshoot Guests Problems with their Computers Cameras & Microphones


SYSTEM REQUIREMENTS

Computer or laptop with working Camera and Microphone.
Tablets and mobile devices are not supported.
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OPERATING SYSTEM
Windows & IOS (latest version only)
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BROWSERS
Chrome, Safari or Firefox (latest version only)
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BANDWIDTH
Optimal performance will come with at least 350kb/s dedicated bandwidth
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Confirm the Mic/Cam settings for your operating system

Use the hamburger icon (3 lines stacked in a circle) at the top left of your screen.

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 and manage the default cam/mic for Chrome, and also whitelist or block websites from accessing your cam/mic:

  • Cam: chrome://settings/content/camera
  • Mic: chrome://settings/content/microphone

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.

  • Go to the Remo invite link that was sent to you. Prior to logging in, perform the steps below:
  • Click on the camera on the left sidebar and add remo.co and select allow.
  • Click on the microphone on the left sidebar and add remo.co and select allow.
  • Confirm audio inputs and outputs

Confirm 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:

  • Click on the apple in the top left > select System Preferences
  • Click on the Security & Privacy section
  • Click on Camera in the list of options, and tick the box next to your browser to allow access
  • Repeat step 3 for your Microphone
  • 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.

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

Browser Extensions

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.

Multiple Screens? Different Audio Devices?

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. 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. Click on the Output tab and select the right output option. 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.

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Could low internet speed be causing my problem?

  • Video quality dynamically adjusts based on the strength of a user’s network connectivity.
  • 8mb down and up is recommended to maintain a high quality and stable connection.
  • If either download or upload is not above the minimum video and audio quality will suffer.
  • Check your network connectivity now

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