Scenario
You want to fully participate in a Coconut Connect call, however your video and/or audio doesn’t seem to be working.
The information on this page applies to Coconut Connect. Please reach out to Customer Success if you are unsure if you are using Coconut Connect or Coconut Connect Classic.
Solution
This scenario can be the result of one of the following issues:
Your browser is blocking Connect from accessing your camera and/or microphone
Your browser is blocking all websites from accessing your camera and/or microphone
Your operating system (OS) is blocking your browser app from accessing your camera and/or microphone through app settings or privacy settings
Connect is not using the correct Microphone, Speaker, or Camera device
To troubleshoot the issue, navigate to the appropriate section, based on your OS and the browser you use to access Connect.
On a Desktop
Chrome is blocking Connect website from accessing your camera/microphone
When using Connect in Chrome, you are prompted to grant access to your device’s microphone and camera. If you click “Never Allow”, microphone and camera access will be blocked when you join the Connect meeting.
To resolve this, verify that your browser is not blocking access to your camera or microphone. To do this:
Click the icon at the start of your browser's address bar.
In the popup that appears, enable the toggle next to Camera.
Enable the toggle next to Microphone.
If you don’t see Microphone and/or Camera permissions in the dropdown, you can change permissions in the Site Settings instead:
Click the icon at the start of your browser's address bar.
Select Site Settings.
Find Camera and select Allow in the dropdown next to it.
Repeat the step for Microphone.
You can also change camera and microphone access in Chrome’s Settings:
Open Chrome.
At the top right, select More button (with three vertical dots) and then choose Settings from the dropdown.
Select Privacy and security, then Site settings.
Under "Permissions," select Camera or Microphone.
Make sure that “Sites can ask to use your camera“ option is selected under Default behaviour
If Connect is listed under Not allowed to use your camera / microphone, click Delete next to it to stop blocking the permission.
Edge is blocking Connect website from accessing your camera/microphone
When using Connect in Edge, you are prompted to grant access to your device’s microphone and camera. If you click “Block”, microphone and camera access will be blocked when you join the Connect meeting.
To resolve this, verify that your browser is not blocking access to your camera or microphone. To do this:
Click the lock icon at the start of your browser's address bar.
In the popup that appears, select Allow next to Camera.
Select Allow next to Microphone.
If you don’t see Microphone and/or Camera permissions in the popup, you can change permissions in the Permissions for the site instead:
Click the lock icon at the start of your browser's address bar.
In the popup that appears, select Permissions for this site.
Find Camera and select Allow in the dropdown next to it.
Repeat the step for Microphone.
Firefox is blocking Connect website from accessing your camera/microphone
When using Connect in Firefox, you are prompted to grant access to your device’s microphone and camera. If you click “Don’t Allow”, microphone and camera access will be blocked when you join the Connect meeting
To resolve this issue, refresh the page. Click or tap Allow to join the Connect meeting with use of your camera and microphone.
If you are not prompted to grant permission after refreshing the page, follow these steps:
Click the last icon that displays on the left side of the address bar.
In the popup that appears, click the “X“ next to Blocked or Blocked Temporarily to clear those permissions.
Refresh the page and click Allow when prompted to grant microphone and camera permissions.
If you don’t see Microphone and/or Camera permissions in the popup, you can change camera and microphone access in Firefox’s Settings:
Open Firefox.
At the top right, click the “Open application menu“ button (with three lines stacked vertically) and then choose Settings from the dropdown.
Click Privacy and security on the left and scroll down to the Permissions section.
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Click the “Setting“ button for the Camera option.
In the dialog that opens, find the Coconut Connect website and choose Allow for the dropdown.
Repeat the above step for Microphone, then click “Save Changes“.
Go back to Coconut Connect and refresh the page.
Safari is blocking Connect website from accessing your camera/microphone
When using Connect in Safari, you are prompted to grant access to your device’s microphone and camera. If you click “Don’t Allow” or “Never for this Website”, microphone and camera access will be blocked when you join the Connect meeting.
To resolve this issue, refresh the page. Click or tap Allow to join the Connect meeting with use of your camera and microphone.
If you are not prompted to grant permission after refreshing the page, follow these steps:
Click the first icon that displays on the left side of the address bar.
In the popup that appears, choose the “Website Settings“ option.
At the bottom of the new popup, find Camera and Microphone. Select Allow for both of them.
Refresh the page.
Windows is blocking your browser from accessing your camera/microphone
Your camera or microphone may be blocked at the operating system level, preventing access.
To resolve this issue, verify that your operating system settings are not blocking the browser from accessing your microphone and camera. To do this:
Open the Start menu and choose Settings.
Select Privacy (for Windows 10) or Privacy & security (for Windows 11).
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Choose Camera in the navigation on the left.
Go through the settings and verify that apps are allowed to access the camera, including Microsoft Store apps and Desktop apps.
Repeat the step for Microphone.
After doing this, restart your browser for the updates to take effect.
MacOS is blocking your browser from accessing your camera/microphone
Your camera or microphone may be blocked at the operating system level, preventing access.
To resolve this issue, verify that your operative system settings are not blocking the browser from accessing your microphone and camera. To do this:
Open the System Settings app.
Select Privacy & security.
Choose Camera from the list of the options and enable the toggle next to the browser app you are using.
Repeat the step for Microphone.
After doing this, restart your browser for the updates to take effect.
Linux is blocking your browser from accessing your camera/microphone
Your camera or microphone may be blocked at the operating system level, preventing access.
To resolve this issue, verify that your operative system settings are not blocking the browser from accessing your microphone and camera.
To do this, check camera and microphone access in your operative system settings.
The browser cannot access the microphone or camera
To resolve this, make sure that microphone, camera and speaker devices are connected and enabled. If you are still experiencing problems, try the following options:
For external devices connected through USB, verify that they are properly connected. Try a different USB port or cable if possible.
For external devices connected through Bluetooth, verify that they are still connected. If not, turn the Bluetooth off and on (you can use the airplane mode on your device for that) and then select the appropriate device to reconnect it. If your Bluetooth device also supports a cable connection, use a cable instead.
If there is a physical switch for the camera on your computer or on an audio/video device itself, verify that it’s not turned off.
Check that your antivirus is not blocking access to the audio and video devices.
On Windows, verify that devices are not disabled in Device Manager.
Verify that you have correct drivers installed and they are up to date.
Try restarting your computer.
Try joining the Connect call on a different device.
The browser cannot start audio, video or media source
Coconut Connect may be blocked from accessing the microphone or camera, if these devices are already being used by another application, browser, or browser tab on your computer
To resolve this, please close all other apps and tabs that are using microphone or camera and refresh the page. If you are still experiencing problems, try the following options:
Check your Task Manager (Windows) / Activity Monitor (Mac) to see if any apps that could use your camera or microphone are still running.
If using MacOS, open the Mac menu and select Force Quit. Find any apps that could use your camera or microphone and force them to quit.
Try a different browser.
If you are using Windows or Linux, verify that you have correct drivers installed and they are up to date.
Try restarting your computer.
On an iOS device using Safari
Safari is blocking the Connect website from accessing your camera/microphone
When using Connect in Safari, you are prompted to grant access to your device’s microphone and camera. If you click “Cancel”, microphone and camera access will be blocked when you join the Connect meeting.
To resolve this issue, refresh the page. Click or tap Allow when prompted to grant access to camera and microphone.
Tap Allow to enable microphone and camera access for your Connect meeting
Safari is not allowed to access your camera/microphone
When using Safari, if you are not prompted to allow microphone and camera access, the browser may be set to not allow access to your microphone and camera for any website.
To resolve this issue, verify that your device’s settings are not blocking all websites from accessing your microphone and camera. To do this:
On your device, open the Settings app
Tap Apps, then tap Safari
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Under Settings for Websites, tap Camera and/or Microphone
For Camera, confirm that Camera Access on All Websites is set to Ask
For Microphone, confirm that Microphone Access on All Websites is set to Ask
Refresh the Join screen for the Connect call
Click or tap Allow to join the Connect meeting with use of your camera or microphone
Tap Microphone/Camera and then tap Ask.
For more information on what each permission and value mean, please refer to Apple’s supporting documentation.
On an iOS device using Chrome
Chrome is blocking the Connect website from accessing your camera/microphone
When using Connect in Chrome, you are prompted to grant access to your device’s microphone and camera. If you click “Don’t Allow”, microphone and camera access will be blocked when you join the Connect meeting.
To resolve this issue, refresh the page. Click or tap Allow when prompted to grant access to camera and microphone.
Tap Allow to enable microphone and camera access for your Connect meeting
Chrome is not allowed to access your camera/microphone
When using Chrome, if you are not prompted to allow camera and microphone access, the browser may not currently have permission to access your camera and microphone.
To resolve this issue, verify that your device’s app settings are not blocking all websites from accessing your microphone and camera. To do this:
On your device, open the Settings app
Tap Apps, then tap Chrome
Find the Allow Chrome to Access section
For Camera, confirm toggle is set to On
For Microphone, confirm toggle is set to On
Refresh the Join screen for the Connect call
Click or tap Allow to join the Connect meeting with use of your camera or microphone
Set Microphone and Camera toggles to Allow microphone and camera access in Chrome
On an Android device using Chrome
Chrome is blocking Connect website from accessing your camera/microphone
When using Connect in Chrome, you are prompted to grant access to your camera and microphone. If you click Block, camera and microphone access will be blocked when you access Connect now and in future.
To resolve this, verify that your browser is not blocking access to your camera or microphone. To do this:
Click the icon at the start of your browser's address bar.
In the popup that appears, select Permissions.
Enable the toggle next to Camera.
Enable the toggle next to Microphone.
For more details, please refer to Google’s supporting documentation.
Chrome app is blocking all websites from accessing your camera/microphone
When using Chrome, if you are not prompted to allow camera and microphone access, the browser may be set to not allow access to your camera and microphone for any website.
To resolve this issue, verify that your device’s app settings are not blocking all websites from accessing your microphone and camera. To do this:
On your device, open the Chrome app
To the right of the address bar, tap the More icon
Tap Settings
Tap Site Settings
Tap Camera or Microphone
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Tap to turn the microphone or camera on or off
Hot Tip! If there is a Coconut Connect website URL you want to use under Blocked, tap the site > Access your camera > Allow
Another hot tip! To have Chrome ask to use the camera on that website next time you open it, click Remove
Repeat for either camera or microphone, if also required
Refresh the Join screen for the Connect call
Update the permission from Block to Allow to enable camera and/or microphone access for Connect
For additional details and up-to-date device instructions, please refer to Google’s
Android OS is blocking the Chrome app from accessing your camera/microphone
When using Chrome, if you are not prompted to allow camera and microphone access, the OS may be blocking the Chrome app from accessing the camera or microphone.
To resolve this, verify that your device is not blocking the Chrome app from accessing your camera or microphone. To do this:
Open the Settings app.
Select Privacy and then Permission manager.
Tap Camera and then select Chrome.
For Camera Access for this App, select Allow.
Repeat for the Microphone Permission.
Refresh the Join screen for the Connect call.
For additional details and up-to-date device instructions, please refer to Google’s supporting documentation.
On an Android device using Firefox
Firefox is blocking Connect website from accessing your camera/microphone
When using Connect in Firefox, you are prompted to grant access to your camera and microphone. If you tap Don’t Allow, camera and microphone access will be blocked when you access Connect now and in future.
To resolve this issue, grant permission to Connect to access your camera and microphone from Firefox. To do this:
Click the lock icon at the start of your browser's address bar
In the popup that appears, find Camera and Microphone (you may need to tap Permissions first).
Verify that it says Allowed next to Camera. If not, click on Blocked to grant the permission.
Repeat the step for Microphone.
For additional details and up-to-date device instructions, please refer to Firefox’s supporting documentation.
If you don’t see Microphone and/or Camera permissions in the popup, you can change the access to your camera and microphone in Firefox’s Settings.
To resolve this issue, verify that your browser’s settings are not blocking all websites from accessing your microphone and camera. To do this:
Open Firefox.
At the top right, click the button with three dots and then choose Settings from the dropdown.
Select Site Settings under Privacy and security section.
Make sure that both Camera and Microphone have Ask to allow selected.
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If they do, scroll to the bottom and open Exceptions to verify that Connect is not blocked specifically:
Find the Connect website and click on it.
Click on Camera and select Allow.
Repeat the step for Microphone.
Go back to Coconut Connect and refresh the page.
For additional details and up-to-date device instructions, please refer to Firefox’s supporting documentation.
Android OS is blocking the Firefox app from accessing your camera/microphone
To resolve this, verify that your device is not blocking the Firefox app from accessing your camera or microphone. To do this:
Open the Settings app.
Select Privacy and then Permission manager.
Tap Camera and then select Firefox.
For Camera Access for this App, select Allow.
Repeat for the Microphone Permission.
Refresh the Join screen for the Connect call.
For additional details and up-to-date device instructions, please refer to Firefox’s supporting documentation.
On an Android device using other browsers
The browser is blocking Connect website from accessing your camera/microphone
To resolve this, follow instructions for your browser to grant permission to use microphone and camera:
Open your browser’s main menu (often represented by three dots, three lines, or a gear icon).
Look for an option labeled Settings, Preferences, or Options.
Within the settings, find a section named Privacy or Security, or sometimes Site Settings or Permissions.
Look for Camera and Microphone (often listed under a “Permissions” heading).
Click each one to see if Coconut Connect is blocked from accessing camera or microphone. If so, change it to “Allowed” (or “Ask”).
Go back to Coconut Connect and refresh the page. If you are prompted to grant permissions, click Allow.
Android OS is blocking your browser app from accessing your camera/microphone
To resolve this, verify that your device is not blocking your browser app from accessing your camera or microphone. To do this:
Open the Settings app.
Select Privacy and then Permission manager.
Tap Camera and then select your browser.
For Camera Access for this App, select Allow.
Repeat for the Microphone Permission.
Refresh the Join screen for the Connect call.
The browser cannot access the microphone or camera on Mobile device
To resolve this, make sure that microphone, camera and speaker devices are connected and enabled. If you are still experiencing problems, try the following options:
For external devices connected through Bluetooth, verify that they are still connected. If not, turn the Bluetooth off and on (you can use the airplane mode on your device for that) and then select the appropriate device to reconnect it.
Try joining the Connect call on a different device.
The browser cannot start audio, video or media source on Mobile device
To resolve this, please close all other apps and tabs that are using microphone or camera and refresh the page.
If you are still experiencing problems, try the following options:
Try a different browser.
Try restarting your device.
Connect is not using the correct Microphone, Speaker, or Camera device
If you are able to join a Connect meeting, but are experiencing issues with hearing others, being heard by others, or being seen by others, you may have an issue with which microphone, speaker, or camera devices are being used by Connect.
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Review the selected devices, and ensure the appropriate ones are selected:
To do this from a Connect meeting, click the More button (⋮) and then click Settings.
To do this from the Connect meeting pre-join screen, click on device selector to the right of the microphone and camera switch button.
For devices with built-in microphones and cameras, choose the device that has the device name followed by “(Built-in)”. These devices are often also preceded by “Default -” in the list.
Device names followed by (Virtual) are often not true hardware devices and should only be selected if you are certain that is the correct device.
Why do I see “Microsoft Teams Audio Device (Virtual)” in my device list?
The Microsoft Teams application installs audio drivers that may be treated as real speaker and microphone devices by other applications (eg: Coconut Connect or Google Meet). These drivers may persist on your device even after Microsoft Teams is uninstalled.
If this device is selected as the Speaker device, the user will not be able to hear the audio from the meeting.
If this device is selected as the Microphone device, other users will not be able to hear the user, or they may hear the user with extreme audio echos.
Please ensure that these devices are not selected for your Connect meetings. Reach out to your company’s IT Administrator for help removing these devices if you are not a user of Microsoft Teams.
Why do I see “ZoomAudioDevice (Virtual)” in my device list?
The Zoom application installs audio drivers that may be treated as real speaker and microphone devices by other applications (eg: Coconut Connect or Google Meet). These drivers may persist on your device even after the Zoom app is closed or uninstalled.
If this device is selected as the Speaker device, the user will not be able to hear the audio from the meeting.
If this device is selected as the Microphone device, other users will not be able to hear the user, or they may hear the user with extreme audio echos.
Please ensure that these devices are not selected for your Connect meetings. Reach out to your company’s IT Administrator for help removing these devices if you are not a user of Zoom.
Related Reading
For more information on participating in a Connect call,please refer to this article.