Troubleshooting

One of the most common issues we see in the customer service channel has to do with webcam and microphone detection issues. A sample of the questions we get:

My friend can’t see me (you need to set your cam and mic settings).

I can’t see my friend (your friend needs to set their cam/mic settings).

My friend can’t hear me (you need to set your mic settings).

I can’t hear my friend (your friend needs to set their mic settings).

I used to be able to hear my friend but their mic stop working (your friend needs to hit the mute button and then unmute themselves).

Some quick pointers for detecting your camera and microphone:

Make sure you’re working with a recent version of Adobe Flash.

If you’re logged into your account, you can click on the “cam/mic settings” link on the left sidebar to step through fixing your settings.

In a call already? Simply click on the “Settings” option you will see in the call window.

Special cases:

Customers using Linux are more prone to these issues because of compatibility issues with Flash. Linux users should look for support from the Linux discussion forums.

In rare cases, if upgrading to a recent version of Adobe Flash doesn’t fix your detection issues, you might have to update your webcam drivers.