Troubleshoot audio and video issues in live sessions

Last updated: September 09, 2025

Having trouble with your camera or microphone in a live session? Follow this guide to quickly check common settings on your desktop or mobile devices.

If your camera or microphone isn’t working during a live session in a web browser or the Circle desktop app, try these steps.

• Make sure you’re connected to a reliable Wi-Fi or wired internet connection. A weak or unstable connection can cause your audio to cut out or your video to freeze.

• Inside the live session, hover over the connection quality indicator on the control bar to see your current connection status.

• In the live session, click the Settings menu on the control bar to open the input configurations. Check that the right Camera, Microphone, and Audio output are selected. Use the dropdown menus to switch if needed.

• If you’re using an external webcam or USB microphone, double-check they’re plugged in securely.

• Many headsets and mics have a mute switch or button. Make sure it isn’t turned on (muted).

• Open another program that uses your camera and microphone.

• If your mic or camera doesn’t work in other apps, the issue is likely with your hardware or device settings.

  • For macOS, try the official guide from Apple for the camera and mic.

  • For Windows devices, you can try following this official Windows guide for camera and audio.

• If they work elsewhere but not in the live session, the issue is likely your browser or operating system permissions.

When you first join a live session through a web browser, your browser usually asks for permission to access your microphone and camera. Missing or accidentally denied permissions are common reasons audio and video may fail to work.

• Look for a small camera or microphone icon (or settings icon) in the browser’s address bar. If it’s blocked, make sure to click the icon and allow the use of the microphone and camera.

• You can check out the steps to manage these permissions for your browser here:

  • Chrome

  • Safari

  • Firefox

Even if your browser or app is allowed, your operating system may still block access depending on privacy settings. This step is especially important if you’re using the Circle desktop app.

• On macOS: Go to System Settings > Privacy & Security > Camera / Microphone and make sure your browser or desktop app toggle is turned on. See the macOS guide here.

• On Windows: Go to Settings > Privacy & Security > Camera / Microphone and allow the desktop app or your browser to use them. See the Windows guide here.

• Close your browser completely, or if you’re using the desktop app, quit the app fully. Then reopen it and rejoin the live session. We also suggest restarting your computer.

• If that doesn’t help, we recommend reporting the issue using our live report feature. On the control bar, click Report issue (caution icon) and fill in the details. For more information, see Report technical issues in live sessions.

If your camera or microphone isn’t working during a live session in the community app (Circle community app or branded app) or a mobile browser, try these steps.

• A weak signal can cause audio drops or frozen video.

• Connect to a strong Wi-Fi network whenever possible. If you’re on mobile data, move to an area with better coverage.

• If you’re using Bluetooth headphones or earbuds, make sure they’re paired correctly and set as the active audio device.

• Some headsets and microphones have a mute switch or button. Double-check that it isn’t turned on (muted).

Your device must allow the community app (or your browser) to use the camera and microphone. Missing or accidentally denied permissions are one of the most common reasons audio and video don’t work.

• On iOS (iPhone/iPad): Go to Settings > Privacy & Security > Camera / Microphone. Make sure the community app or your browser is toggled on. See Apple’s guide here.

• On Android: Go to Settings > Apps > Community app (Circle) / Chrome > Permissions. Allow camera and microphone access. See Android’s guide here.

  • Note that the steps might be different depending on your device and Android version.

When joining a live session in a mobile browser, you’ll usually see a pop-up asking for access to your microphone and camera.

• If you blocked it by mistake, tap the lock or camera/microphone icon in the browser’s address bar and allow it.

• If these options are not present directly in the address bar, follow these official guides to review and update permissions:

  • Chrome (Android)

  • Apple (Safari)

If the above steps don’t work, try closing the app or browser completely and reopening it. You can also try restarting your device.