Confirm the Mic/Cam settings for your operating system

MacOS 10.14 (Mojave) or above

In MacOS Mojave, Apple has introduced some system-level privacy controls for your mic and camera. These are great for privacy, but it is possible that your browser was mistakenly blocked from accessing your mic and cam. You can check on this and allow your browser to access your mic and cam from the Security & Privacy section in your System Preferences. To access these settings, do the following: 

Click on the apple in the top left > select System Preferences



Click on the Security & Privacy section
Click on the Privacy Tab
Click on Camera in the list of options, and tick the box next to the Chrome browser to allow access



Repeat step 3 for your Microphone
After doing this, restart your browser for the updates to take affect

MacOS 10.13 (High Sierra) and earlier

If you use an older version of MacOS, there are no system level controls for your camera, and instead MacOS will default to the settings on the application level. However if your mic selection isn't sticking, there is a system level control of your mic. You can access this by clicking on the Apple in the top left corner of the screen and selecting System Preferences. From here, click on Sound and then select the Input tab. This area will list all input devices that are available, set the device you would like to use for Input.



Windows 10

In Windows 10, you're able to set a default Mic, but there are also system-level Camera permissions on what applications can access your camera. For either of these settings, the first thing to do is open up your system settings by clicking on the Start menu and selecting the Settings gear.



Select Microphone Input

You can adjust the mic settings by typing "Sound" into the search bar and going to the Sound settings. Scroll down to Input and use the dropdown to select the proper input device. Check by testing your microphone and make sure that it is receiving and works.



Choose your input device and select the input device on your computer, also test your microphone that it works.



Allow Microphone permissions

Type "Microphone" into the search bar and go to Microphone Settings. Click Change and make sure it is On

If it is already On, turn it Off and then turn it back On.



Turn on Allow apps to access your microphone.



Finally in the app list, make sure to turn on microphone access for Chrome you want to give permission to access your microphone.



Camera Permissions

Camera permissions can be accessed by typing "Cam" into the search bar. These settings are under your general Privacy settings, but search is the easiest way to access them.

Click Change and make sure it is On.
If it is already On, turn it Off and then turn it back On.
And make "**Allow apps to access your camera**" is switched "**On**".
Finally in the app list, make sure to turn on Camera access for Chrome you want to give permission to access your Camera.



Confirm the Mic/Cam settings for your browser

Google Chrome

Mic and Cam defaults can be accessed in a number of ways in Chrome, but the easiest is to paste the following links into your URL bar:

Cam:  chrome://settings/content/camera

Mic:  chrome://settings/content/microphone



From these areas, you can manage the default cam/mic for Chrome, and also whitelist or block websites from accessing your cam/mic! For the smoothest experience, you'll want to have Remo listed under the Allow section.

Safari Browser on Mac (not supported at the moment)

For the Safari browser you can also allow mic and cam for Remo.co to do this in the Safari app on your Mac, use Websites preferences to customise how you browse individual websites. To change these preferences, choose Safari > Preferences, then click Websites.



Go to invite link that was sent to you and prior to logging perform the steps below.
Click on Camera on the left sidebar and add remo.co and select allow.
Click on microphone on left sidebar and add remo.co and select allow.

Confirm audio inputs and outputs

If your computer has multiple screens or you use different audio devices to record or listen you may have selected a different audio input or output and need to pick the right one to work with your browser and Remo.

Select the right audio input and output by click on on the top left three dots or lines to pop open the sidebar settings.



Select the correct camera and microphone input for you to use.

macOS

You also need to check that the right audio inputs and outputs are selected in the settings.

You can access this by clicking on the Apple in the top left corner of the screen and selecting System Preferences.



From here, click on Sound.



Click on the Output tab and select the right output option.



Click on input and select the Input you want. You can also check if the input is working checking the input level as you talk. If the bars are moving then your microphone is working.



Windows

To change audio inputs and outputs on Windows 10 watch this video here.

Update Camera and Microphone Drivers on Windows

Update driver software in Windows Device Manager.

Open the Control Panel (you can search for this application from the start menu)
Click on Hardware and Sound
Next to Devices and Printers, select Device Manager
Right click on the camera or microphone that you are using, then select Update driver



Update your browser

For some users, we've found that having another video conferencing program open like Skype or Google Hangouts can cause Remo to be unable to access the cam/mic. If your cam/mic buttons are greyed out, it's possible that this is what's causing the problem. 

In this case the first thing to check on is if your browser is up to date. We support the three most recent versions of our supported browsers, so double check that there isn't an update for the one you're using! There are links below that walk you through updating your browser if you don't know how to: 

Google Chrome
Safari for Mac or download from App Store. (not supported at the moment)

Another thing, if you are using an older operating system like Windows Vista or XP, these no longer have support from Microsoft or browser teams like the Chrome team; so they won't be able to run an up-to-date browser. We highly recommend you update your operating system to a more current version. 

Clear browser cookies

If your browser is up-to-date, it's possible that this is caused by a stale mic/cam permissions cookie, or possibly because of another application that's taking priority access over Remo.

In this case we recommend clearing your cache and cookies for your entire browser and then restarting your computer. Sometimes a reset of your system environment will resolve these types of issues, so this is a "catch-all" solution before further investigation is required! Instructions for clearing your cache and cookies for our supported browsers are linked below:

Google Chrome
Safari (not supported at the moment)

After clearing the browser cookies, the next time you login you will see the onboarding and tutorial screens again. Make sure when you see the test page for your Mid and Cam you allow it for Remo.co.

Browser Extensions that may not work with Remo

It is not uncommon for some third party extension to cause problems with some websites. To test this, try using your browser through an Incognito tab or Private browsing window. If all works normally then you know that an extension is causing an issue. Unfortunately there is no way to identify which one easily. A process of elimination will need to be done on each extension to fine the one causing the problem.

Some browser extensions disable the ability for browsers to use mic and cam, if you have any of the following extensions we recommend disabling them for the duration of using Remo.

AdBlock
AdBlock Plus
Adblocker
AdGuard AdBlocker
AdBlocker Genesis Plus
BlockSite
DuckDuckGo Privacy Essentials
Ghostery
Privacy Badger
UBlock
And any other AdBlock or privacy software for Chrome or installed in your operating system

If you wish to continue using those extensions you will need to access the developer to see if there are any options to enable mic and cam while using those extensions.

Still not working? Try the following...

Does your microphone or camera work using other software?

Try opening another video conference software such as Skype, Whereby.com, Google Hangouts, or Facebook messenger and connect with another person and see if the microphone and camera works. If it does not work there might be an issue with your computer, please contact your company IT administrator, Apple tech support or nearest computer repair shop for further diagnostic.

Restart your browser and your computer

Try restarting your browser first. Close it down fully and then re-open it.

If that does not work, try restarting your computer and open up your browser, we have seen this work for many people.

Try using Guest Mode

Google Chrome

Some browsers are not able to connect through strict networks/firewalls. Also there may be bugs in the browser causing problems with connection. If you are experiencing this, try switching into Guest mode in the browser, here how to do so for Chrome.

Safari (not supported)

There is no Guest Mode option for Safari, so try using Private Window. Go to the top menu File > New Private Window. Try logging into the invite link that was sent to you.



Are you using a browser we do not support?

At the moment we only support Safari and Google Chrome we do not support any of the following browsers:

Mozilla Firefox
Internet Explorer
Microsoft Edge
Opera Browser

If you still cannot get your mic or camera to turn on please contact our chat and our awesome support team will try to help you!
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