Before You Begin
Most audio and video issues are not caused by hardware failure.
The most common causes are browser permissions not being granted, the wrong device being selected, another application already using the device, or local device settings preventing access.
Before troubleshooting further, ensure your camera, microphone, and speakers are connected correctly and that your browser has permission to access them.
If you're unsure whether your devices are being detected correctly, running the Natter Tech Check can help identify potential issues before joining a live session.
Camera Issues
My Camera Is Not Detected
If your camera does not appear within Natter, first confirm that it is connected and available to your device. Browser permissions are one of the most common causes of camera issues, so ensure access has been granted when prompted.
Applications such as Zoom, Microsoft Teams, Google Meet, and other video conferencing tools can sometimes continue using camera resources for a short period after a call ends. If you have recently left another meeting, wait a few moments before joining Natter or refresh your browser to establish a new connection.
If the problem persists, review your operating system's camera privacy settings and ensure camera access has not been disabled.
My Camera Appears Black
A black camera feed is typically caused by browser permissions, operating system privacy settings, or another application already using the camera.
Refreshing the page, restarting your browser, or closing other video applications will often resolve the issue. If the problem continues, review your browser and operating system permissions to confirm access has been granted.
My Camera Quality Looks Poor
Poor video quality can be caused by low lighting, camera limitations, or network conditions.
Ensure the area is well lit and that the camera lens is clean and unobstructed. In some situations, Natter may automatically adjust video quality to maintain a stable connection if network conditions change during a session.
Microphone Issues
Other Participants Cannot Hear Me
If other participants cannot hear you, the most common causes are an incorrect microphone being selected, browser permissions being denied, or the microphone being muted at either the browser or operating system level.
Confirm that the correct microphone is selected and that your browser has permission to access it. If possible, test the microphone in another application to determine whether the issue is specific to Natter or affecting the device more broadly.
As with cameras, microphones may occasionally remain tied to another application immediately after leaving a call. Refreshing the page or waiting briefly before rejoining can often resolve this behaviour.
My Audio Sounds Distorted
Distorted audio is typically caused by microphone positioning, background noise, audio device configuration, or unstable network conditions.
Moving closer to the microphone, reducing background noise, or using a headset can often improve audio quality. If the issue continues, test an alternative microphone to determine whether the problem is device-specific.
The Wrong Microphone Is Being Used
This commonly occurs when multiple microphones are connected to the same device, such as a laptop microphone, USB headset, and wireless earbuds.
Review your device selection settings and disconnect any unused audio devices where possible. Refreshing the session after changing devices can also help ensure the correct microphone is selected.
Speaker Issues
I Cannot Hear Other Participants
If you cannot hear other participants, first verify that the correct speaker or headset is selected and that your device volume is turned up.
Testing audio playback using another website or application can help determine whether the issue is specific to Natter or affecting the device more generally.
If you have recently switched between headphones, speakers, or docking stations, refreshing the session may help the browser recognise the new audio device correctly.
Audio Is Intermittent Or Cutting Out
Audio interruptions are often linked to network stability rather than the audio device itself.
If audio drops in and out, try closing bandwidth-intensive applications, moving closer to your Wi-Fi router, or switching to a more stable network connection where possible.
The Wrong Speaker Device Is Being Used
When multiple audio devices are connected, your browser may select a different output device than expected.
This commonly occurs when connecting or disconnecting headsets, wireless earbuds, monitors, or docking stations during a session. Confirm the correct output device is selected and refresh the session if required.
Browser Permissions
Camera and microphone permissions are required for Natter to access your devices.
If permissions are denied, Natter may be unable to detect your camera or microphone, resulting in missing audio, missing video, or devices appearing unavailable.
Browser permissions are one of the most common causes of audio and video issues. If you accidentally deny access, permissions can usually be re-enabled through your browser settings before rejoining the session.
Validate Your Devices
If you're unsure whether a problem is related to your device, browser, or session, the Natter Tech Check can help verify that your camera, microphone, speakers, and permissions are working as expected.
Run the Tech Check:
When To Seek Additional Help
Contact Natter Support if:
Your devices are detected but still do not function correctly within a session
Browser permissions appear correct but audio or video remains unavailable
The issue persists across multiple browsers or devices
You require assistance interpreting your Tech Check results
For additional support: [email protected]
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