Determine if it is a hardware problem
Apps like PhotoBooth (Mac) or Camera (Windows) or Kamoso (Linux) can help determine if your hardware device is properly connected to your PC. Alternatively, try other desktop apps that use the webcam and microphone such as OBS, SnapCam to see if it is detected there. If either of these apps does not work, there is an issue that is preventing your hardware from being recognized by the operating system. Unfortunately, in this case, we cannot provide a solution due to the multitude of possible causes for this issue, but you can check the following links: ◦ For Apple systems: https://support.apple.com/en-us/HT211130 ◦ For Microsoft Windows systems: https://support.microsoft.com/en-us/windows/camera-doesn-t-work-in-windows-32adb016-b29c-a928-0073-53d31da0dad5 ◦ For Linux based systems, you can ask on this forum for help: https://www.linux.org/forums/general-linux.143/
Determine if it is a browser problem
Since your hardware can't connect to a session — you can test if other browser apps are able to connect to both your mic and camera. Try: https://webcammictest.com/.If it does not connect here, we suggest that you check your Operating System Permissions for Mic and Camera
Determining if it is a permissions issue
Check the browser permissions for Sessions while you're on https://app.sessions.us, press the "Lock" icon on the left-most of the browser address bar. Make sure that the permission toggles for the Camera and Microphone are on. You may need to restart the browser to see the changes take effect.
Firewall & VPN Instructions
- We collaborate with major security application vendors to ensure out-of-the-box functionality for all our users. There are some cases in which custom configurations, enterprise VPN and/or Security apps require additional permissions to ensure an issue-free experience. ◦ The application uses ports TCP 443 and UDP 3478; in case access to UDP port 3478 is not allowed, the application will function using TCP 443 (HTTPS) but the stream quality might have a lower quality ◦ Some browser extensions can cause issues; for example, AdGuard suggests to users to block WebRTC streams, blocking the video streaming (see below) ◦ To test if WebRTC media and streaming is working in your case, access the following link: https://webrtc.github.io/samples/src/content/capture/video-pc/To test screen sharing, you can use the following link:https://webrtc.github.io/samples/src/content/getusermedia/getdisplaymedia/You should see the Video playing side-by-side; If you only see one instance of the video playing, please check if any Extensions block WebRTC connections ◦ Some old home-grade routers have issues with video streams quality (TP-Link and Tenda routers with old firmware seem to be affected by this). Follow the manufacturers' guide to upgrade your firmware to solve the issues ◦ On newer Asus Router models, you might encounter issues with the Video Stream quality (you receive poor video from the participants or they receive a poor video stream from you). At the current time, the fix for this issue is manually editing the router config and specifying QoS settings. Since each model has a different way of setting these rules up, please consult with the official guide for the model you own. We have contacted Asus and notified them of this issue. ◦ Certain content filtering systems (Cisco Umbrella, Barracuda Web Security Gateway, etc.) can allow system administrators to disable video streaming. In such a case, Sessions is affected. You can request an exception from them.