If you’re experiencing any problem setting up your call, please try these steps:

Step 1: Check your hardware

Make sure your microphone, camera, and speakers are plugged into your computer and turned on (the microphone isn’t muted). If you connect any of your hardware using USB, check if you need to install software from the device manufacturer.

Make sure other programs on your computer aren’t using your microphone, camera, or speakers. At the bottom of the configuration window, make sure you’ve selected the microphone and camera from your computer.

Step 2: Check your browser settings

The application can be accessed using Chrome, Firefox, and Safari web browsers.  Make sure neither camera nor microphone isn’t blocked by your browser. Below are instructions for each browser:

Google Chrome

Click “Settings” -> “Advanced” -> “Content Settings” -> “Camera”

Check camera exists and the platform’s URL isn’t blocked


Click “Settings” -> “Websites” -> “Camera” / “Microphone” (left menu)

Check camera or microphone aren’t blocked by default

Mozilla Firefox

Click “Preferences” -> “Privacy & Security” (left menu) -> “Permissions” -> “Camera/Microphone Settings”

Check camera or microphone aren’t blocked by default

Step 3: Run diagnosis tool

Launch our web diagnosis tool available at this link.

All tests must be successful for the call to happen. Below there is a screenshot of a successful test. If any of the devices failed to pass the test it will be highlighted in red.