Skip to main content
All CollectionsTechnical Troubleshooting
Trouble turning on your camera or microphone
Trouble turning on your camera or microphone

This article looks at all the possible reasons why a user may have trouble accessing their camera and microphone

Updated over a week ago

If you are joining a Virtual Stage or a Networking circle in Sequel, we will attempt to automatically turn on your camera and microphone. In certain scenarios, this might fail. These are the top reasons:

1. Browser permission to camera/microphone

When you enter the stage, you will see a prompt to give permission to use your camera and microphone. Make sure to select Allow access and then Allow at the subsequent pop-up.

AV Access

If you are not sure, you can click on the Lock icon next to the navigation bar and check that camera and microphone are turn on. If you see that one or both do not have permission to be enabled, press the "reset permissions" button (see below), reload the page, and select "Allow".

2. Operating system permission to audio/video

After you validated that step 1 is correct, the issue may be that the device operating system is blocking access the camera and microphone for your browser.

MacOS

On a Mac device, you can navigate to "System Settings"> "Privacy & Security", and select on Microphone to see if your browser is turned on:

Repeat the same step for the Camera setting:

Once you confirm that they are both toggled on, you may need to restart your browser.

Windows

On Windows, the permissions to access your camera and microphone are enabled by default. If steps 1 and 2 are completed and you still having trouble, it could be an operating system issue.

3. Camera is in use by another application

Certain applications like Teams and Zoom might take a hold of the camera or microphone which would prevent Sequel from accessing both on a Virtual Stage or Networking Hub. Please make sure all other video/audio applications are closed completely.

Once you assure that all other applications are closed, a full computer restart may be necessary to properly unlock permissions.

4. (Known Google bug) Chrome susceptible to virtual camera plugin crashes on Mac - particular increase starting with MacOS Ventura 13.0

If all above steps fail, and you still see the "Please select another device from the settings menu", it may be due to a known operating system issue with browsers.

First, try to start your camera in another application like Google Meet. If you see the same error, it means this is a system wide problem. Please note that native apps like Zoom may work, though browser based video/audio tools will be affected.

There is an ongoing issue with certain Mac devices that have a virtual camera plugin installed. Users may not be aware that of these specific plugins because they tend to be automatically installed within other applications such as the WeWork Solstice App.

In this example, the fix requires users to remove the Solstice App from their computer or any other virtual camera provider.

Users can open a terminal on their Mac and run the following command:

sudo rm -f /Library/CoreMediaIO/Plug-Ins/DAL/RelayCam.plugin

Once done, users must restart their browser and try to join the Virtual Stage once again. From here, users should see their camera enabled.

Apple discussion and steps to fix it:

Google bug tracking:

If the issue is persistent beyond these troubleshooting steps - please reach out to our Support team for further assistance.


โ€‹

Did this answer your question?