You want to fully participate in a Coconut Connect call, however your video and/or audio doesn’t seem to be working.

This scenario can be the result of one of the following issues:

To troubleshoot the issue, navigate to the appropriate section, based on your OS and the browser you use to access Connect.

When using Safari, you are prompted each time you visit the Connect Join screen to grant access to your 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 to join the Connect meeting with use of your camera and microphone.

Tap Allow to enable microphone and camera access for your Connect meeting

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:

For more information on what each permission and value mean, please refer to Apple’s supporting documentation.

When using Chrome, you are prompted each time you visit the Connect Join screen to grant access to your camera and microphone. If you click Don’t Allow, camera and microphone 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.

For steps and additional details, please refer to Google’s supporting documentation.

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:

When using Chrome, if you are not prompted to allow camera and microphone access, the OS may be blocking Chrome’s access to your camera and microphone through your Privacy & Security settings.

To resolve this issue, verify that your device’s Privacy & Security settings are not blocking all websites from accessing your microphone and camera. To do this:

For additional details and up-to-date device instructions, please refer to Apple’s supporting documentation.

When using Chrome, you are prompted each time you visit the Connect Join screen 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 issue, grant permission to Connect to access your camera and microphone from Chrome. To do this:

For more details, please refer to Google’s supporting documentation.

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:

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 supporting documentation.

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:

For additional details and up-to-date device instructions, please refer to Google’s supporting documentation.

When using Firefox, you are prompted each time you visit the Connect Join screen 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.

Hot Tip! If you want to save your settings for future sessions, select Remember decision for this site.

To resolve this issue, grant permission to Connect to access your camera and microphone from Firefox. To do this:

Select Allow to enable camera and/or microphone for joining your Connect call

For additional details and up-to-date device instructions, please refer to Firefox’s supporting documentation.

When using Firefox, 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, or the Connect URL may be saved in the list of permanently blocked URLs.

To resolve this issue, verify that your browser’s settings are not blocking all websites from accessing your microphone and camera. To do this:

For additional details and up-to-date device instructions, please refer to Firefox’s supporting documentation.

When using Firefox, if you are not prompted to allow camera and microphone access, the OS may be blocking the Firefox app from accessing the camera or microphone.

To resolve this, verify that your device is not blocking the Firefox app from accessing your camera or microphone. To do this:

For additional details and up-to-date device instructions, please refer to Firefox’s supporting documentation.

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 device. Common applications that could be causing this issue are:

If you suspect that another application may be interfering with your microphone or camera access, it can help to close all other programs and then try again. Restarting your device can also help, as sometimes these applications may not release their hold on the microphone or camera even after the application is closed.

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 what microphone, speaker, or camera devices are being used by Connect. Review the devices that you have selected, and ensure that the appropriate device is selected.

From a Connect meeting or the Connect meeting pre-join screen, click the More button (⋮) and then click Settings. Review the selected devices, and ensure the appropriate ones are selected.

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.
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For more information on participating in a Connect call, please refer to this article.