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How To Solve Audio or Video issues

Equipment test, cannot hear, cannot see, can't hear, can't see, cant hear, can't see, rotated, crossed image, bad sound, can't pass the equipment test

Written by Astro
Updated over a year ago

During equipment test or lessons, two main problems often arise:

  • Camera issues (video malfunctions)

  • Microphone issues (poor sound quality)

Below, we will examine both cases in detail.

🎥 Camera Issues

If you cannot see yourself clearly (the video is black, not loading, upside down, or showing a crossed camera image), please click on your device type below 🔻

Click HERE if you are using Windows 💻

  • 🌐 Ensure you’re using the latest version of Google Chrome. If issues persist, try Mozilla Firefox.

  • ☑️ Close all other applications that may be using your camera.

  • ☑️ If you see a crossed camera icon on the student screen, press the camera key on your keyboard (usually V, Esc, or one of the F1-F12 keys). You may need to use Fn as well.

  • ☑️ Disable your antivirus software or add our site to the whitelist.

  • 💻 Restart your PC.

Click HERE if you are using Mac 🍏

  • 🌐 Ensure you’re using the latest version of Google Chrome. If that doesn’t work, try Mozilla Firefox.

  • 🌐 Close all other running browsers (e.g., Safari).

  • ☑️ Close all other applications that might be using your camera (e.g., FaceTime).

  • ☑️ Close all other tabs and applications (Cmd + Q).

  • 💻 Restart your device.

Click HERE if you are using an Android 📱

  • ☑️ Hold the device horizontally and ensure auto-rotation is on.

  • 🌐 Ensure you’re using the latest version of Google Chrome. Update if necessary.

  • ☑️ Close all other applications that might be using your camera.

    • To do this, tap the Home button (square icon) and select Close all.

    • On Samsung devices, tap the 3 bars icon and select Close all or swipe each app upward.

  • 📱 Restart your device.

Click HERE if you are using iPad/ iPhone 🍏📱

  • ☑️ Hold the device horizontally and ensure auto-rotation is on.

  • 🌐 Use the Safari browser.

  • 🌐 Check if permissions are enabled:

    • Click the AA icon on the left side of the address bar, select Website settings, and ensure Camera and Microphone are set to Allow.

  • ☑️ Close all other applications that might be using the camera.

    • From the Home Screen, swipe up from the bottom and pause in the middle of the screen. Swipe right or left to find the app you want to close, then swipe up on its preview.

  • 💻 Restart the device.

🎤 Microphone Issues

If your microphone is not working, or you cannot hear the teacher (or vice versa), follow these steps:

  • 🔄 Refresh the page.

  • 🔊 Adjust your volume level (media volume for mobile devices).

  • 🎧 Check if your headset is securely plugged in.

  • 🌐 Ensure you are using Google Chrome or Safari on iPad and iPhone.

  • ☑️ Close all other tabs, apps, and browsers.

In case the instructions above didn't help, please check your microphone settings on the following points, and CLICK HERE to see more 🔻
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On many devices, Function keys are located on top of the keyboard F1-F12. Press Fn+F4. The function key can differ on each model, look for the microphone sign
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Type in the search bar Change system sounds and open it

Click on the Recording tab

If the speaker is crossed - your microphone is muted.

Press crossed speaker to unmute.

💻 Restart your device.


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