# Troubleshoot audio and video issues in live sessions https://help.circle.so/p/members/live-and-events/troubleshooting-audio-and-video-issues Category: [Members](https://help.circle.so/p/members) › [Live and events](https://help.circle.so/p/members/live-and-events) --- _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. ## Troubleshooting audio and video issues on the desktop If your camera or microphone isn’t working during a live session in a web browser or the Circle desktop app, try these steps. ### Check your internet connection - 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. ### Confirm that the correct mic and camera are selected - 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). ### Test your device outside the live session - 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. - If they work elsewhere but not in the live session, the issue is likely your browser or operating system permissions. ### Check your browser 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: ### Check your computer’s privacy settings 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](https://support.apple.com/en-ca/guide/mac-help/mchla1b1e1fe/mac). - 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](https://support.microsoft.com/en-us/windows/windows-camera-microphone-and-privacy-a83257bc-e990-d54a-d212-b5e41beba857). ### Restart and rejoin - 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**](/p/members/live-and-events/report-technical-issues-in-live-sessions). ## Troubleshooting audio and video issues on the mobile or tablet 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. ### Check your internet connection - 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. ### Check connected devices - 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). ### Check your device’s app permissions 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](https://support.apple.com/en-ca/guide/iphone/iph168c4bbd5/ios). - On Android: Go to **Settings \> Apps \> Community app (Circle) / Chrome** \> **Permissions**. Allow camera and microphone access. See Android’s guide [here](https://support.google.com/android/answer/9431959?hl=en). ### Check your mobile browser permissions 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: ### Restart the app or browser If the above steps don’t work, try closing the app or browser completely and reopening it. You can also try restarting your device.