In the unlikely event that your attendees do not see or hear you while live streaming your webinar, here are some troubleshooting tips.
In cases where only one or two attendees are not seeing your audio and/or video, have them disconnect and reconnect to the webinar.
Note: These tips also apply to any issue where your microphone and/or camera are not being detected.
Step 1: Be sure your mic and camera are properly set up on your computer.
- Refer to your computer settings to test your microphone.
- Take a photo or video using your computer’s native camera app or program.
- Test them using an online testing tool such as https://www.onlinemictest.com/.
Step 2: Close all apps or programs that might also be using your mic and/or camera then reset the webinar.
- Click Settings on the left menu in the studio.
- In the pop-up window, click Reset Webinar.
- The page will briefly reload then the same settings window will appear. Click Enter The Studio and you will be reconnected back to the webinar.
Step 3: Still no audio/video? Be sure your browser is allowed to use your mic and camera.
- Check permissions in Firefox:
- While in the webinar studio, click the (i) icon on the left side of the browser address bar. It should show whether the browser has access to your devices.
- Change the drop-down to "Allow" or "Always allow" to give permission.
- Reload the webinar studio.
- Check permissions in Chrome:
- While in the webinar studio, click the camera icon on the right side of the browser address bar. It should show whether the browser has access to your devices.
- Click the option “Always allow…”
- Reload the webinar studio.
Note: On Chrome, you may need to completely remove permissions for WebinarNinja. This way, Chrome will once again ask for permission to use your devices the next time you enter the webinar studio.
- Go to Chrome settings.
- At the bottom, click Advanced.
- Under Privacy and security, click Content settings.
- Click Camera or Microphone.
- Find WebinarNinja from the list of allowed sites and click the trash bin icon.
Once done, you may need to reset the webinar as seen on step 2 above.
Step 4: Close all instances of the browser and restart it. Important note: If you are currently broadcasting a live webinar, this step may end your webinar. What you can do instead is close any other tab/window you have of WebinarNinja except the webinar studio where the broadcasting takes place, then reset the webinar as seen on step 2 above.
Step 5: Try entering the webinar studio using another browser (try Incognito Chrome or Firefox Private Mode). Important note: This may temporarily disconnect you from your webinar. There is a 5-minute grace period that allows you to disconnect and get back on the webinar where you left. Be sure that any other tab/window you have of WebinarNinja is closed before entering the webinar studio in another browser.
For further assistance, contact us through live chat at the bottom right of this page or send us an email at firstname.lastname@example.org.