Why can't I connect my camera and microphone?

WeVideo Support -

If you are having issues allowing access to your camera and microphone, there are a few different troubleshooting steps that you can try. The recommended browser for WeVideo is Google Chrome, so please ensure that you access your account on Chrome before continuing with the troubleshooting steps. 


Step 1) Update and restart your browser

The best first step of troubleshooting any issue is to check to ensure your browser version is currently up to date. Issues you are experiencing may be related to an outdated browser version that is not compatible with the program you are trying to use. To check for updates, navigate to chrome://settings/help and update your browser if necessary. 


If your browser is already up to date, quit the browser and re-open it again to see if that helps. This simple solution can often fix many common browser issues.


Step 2) Clear browsing data

Navigate to chrome://settings/clearBrowserData, select "Cookies and other site data" and "Cached images and files", then click "Clear data" to clear the cookies and cache on your browser. 



Step 3) Reset permissions

Navigate to chrome://settings/content and reset the permissions for wevideo.com.



Step 4) Try using an Incognito window

When using Incognito mode, all of your browser extensions are typically disabled by default. This will help you determine whether your camera and microphone access is being blocked by an existing extension installed on your browser. 


Step 5) Check for device policies

If you are a part of an organization or school district that uses managed devices, you may be under a policy that restricts camera and webcam access for all pages outside of a whitelist. Please contact the provider or manager of your organization to request details on your device policies. 


Step 6) Test your camera and microphone

If you continue to experience issues with your camera and microphone, the next step is to run a test on another website such as Google Meet. You can go to the settings tab at meet.google.com and check your microphone and camera connectivity to determine if the problem is related to your device. 


If you require further assistance, please feel free to contact our support team at support@wevideo.com

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