Nothing kills the momentum of a great recording like a "can you hear me?" loop. Whether you are stuck in the waiting room or battling a frozen camera, tech glitches are usually simple fixes. We stripped out the complex IT jargon to give you a fast checklist. Follow these steps to get connected and get recording.
The 30-Second Fix (TL;DR)
In a hurry? Try these steps to fix 90% of recording issues instantly:
Refresh the Page. It sounds basic, but a quick refresh clears most temporary glitches.
Swap Your Gear. Try a different laptop or browser to see if the issue is with your specific hardware.
Check Permissions. Most "broken" mics are just blocked by the browser. Review Section 3 to unlock them.
The Privacy Shutter: Most modern laptops have a tiny plastic slider over the lens. If your screen is black, check if the shutter is physically closed.
The Double Mute: You unmuted in the browser, but is there a physical mute button on your headset cord? Check that switch.
Ad Blockers: Aggressive ad blockers can mistake video streams for ads. Pause them for the session.
The Bluetooth Hijack: Your AirPods might be connected to your phone, not your laptop. Turn off Bluetooth on your phone to force them to connect to the computer.
The VPN Blocker Corporate VPNs are great for security but terrible for live video. Turn it off or switch to a different network for the recording.
In this article...
Getting In: How to join the room correctly.
The Setup: Best practices for internet and browsers.
Camera & Mic: Fixing permissions and hardware.
The "Turn it Off and On" List: Quick resets that usually work.
Still Stuck? How to get human help.
1. Getting In
Most access issues happen because of the wrong email or the wrong link.
Check Your Email: Everyone gets a unique link via email. If you are a guest, you must use that link. Active Users can use the email link or just log in and join directly from your feed / inbox.
Use the Right Email: The room is locked to the specific email address invited. Make sure you are using that exact account.
Run the Test: Follow the on-screen prompts to test your gear before you enter.
2. The Setup
Video recording uses a lot of bandwidth. Give your computer a fighting chance.
Internet Connection: Hardwire with an Ethernet cable if you can. If you are on Wi-Fi, jump on the 5GHz band.
Kill the Bandwidth Hogs: Close Netflix, YouTube, Slack, and those 40 other open tabs.
Turn Off VPNs: Corporate firewalls and VPNs hate video streams. Disable them for the session to avoid connection drops.
Use Chrome: We support most modern browsers, but Google Chrome is the gold standard for stability here.
3. Camera & Microphone
If you are in the room but nobody can see or hear you, it is usually a permissions issue.
Plug It In: Sounds obvious but check your cables and make sure physical mute switches are off.
Browser Permissions: This is the #1 culprit. Your browser needs permission to see you.
Chrome/Edge: Click the lock icon in the address bar and allow Camera/Microphone.
Firefox: Click the permissions icon next to the URL.
Safari: Go to Settings for This Website.
Select the Right Input: Once inside, check the device dropdown menus. Make sure the correct mic is selected (e.g., "External USB Mic" vs "MacBook Air Mic").
Unmute the Tab: If your mic looks active but makes no sound, right-click the browser tab and make sure you didn't accidentally mute the site itself.
Using Professional Gear? If you are using a Broadcast Switcher, Capture Card, or OBS Virtual Camera and your device is being swapped or rejected, standard troubleshooting won't work. Click here for our Advanced Troubleshooting Guide to fix handshake and resolution issues.
4. The "Turn it Off and On" List (Quick Fixes)
Computer acting weird? Try these nuclear options.
Refresh the Page: A simple refresh clears 90% of glitches.
Switch Devices: Swap to a different mic or camera. If it works, you can switch back to your preferred one or leave it as is.
The Full Reboot: Log out, close the browser, unplug your devices, and restart the computer. It takes two minutes and fixes almost anything.
5. Need More Help?
Still stuck? Fire up the Live Chat (bottom right). Shep, our AI teammate, is on standby 24/7 to troubleshoot instantly. If you need more backup, he’ll tag in a human expert to get you moving ASAP. You can also email [email protected] or call us at +1 214-945-2512.