Troubleshooting - audio and video
Here’s a step-by-step guide of what you can do if you have trouble joining a Sana Live session or have any issues with audio or video during a session:
💡 Top Tips for fixing Audio and Video:
Most issues related to audio and webcam can often be resolved by refreshing the page or by restarting your browser application
Chrome is the recommended browser for Sana, however we support Edge and Safari too. Make sure your browser is always updated to the latest version
Ensure permissions have been granted to your microphone (see here)
Testing your setup
In the pre-lobby, before joining your session, you can make sure that everything is set up correctly for a smooth experience. If it is the first time you are joining a Sana Live session, or if joining as a guest, you will be asked to give permission to your microphone and camera. In most browsers, this will appear in the top left corner of your browser window.
When permissions have been given, you are able to configure and test your setup underneath your video tile:
Under the video feed you will find 3 options:
Camera: Choose the preferable camera on the left dropdown menu
Microphone: Choose the preferable microphone on the middle dropdown
Test that your microphone is working by checking the audio icon moves in the lower left corner of the video tile
Speaker: Click 'Test speaker' and check if you can hear the sound
Note that your microphone might be different from your speaker. Unfortunately, we can not control the speaker settings, so this has to be configured on your browser or computer.
If you can not configure your setup properly, we recommend you continue reading this page for troubleshooting.
Refresh the browser by clicking the refresh button ⟳ in your browser toolbar. Alternatively, you can press "Ctrl" and "F5" on PC, or "Cmd" and "R" on Mac to force refresh your browser.
Make sure you have given access to camera and microphone in your browser’s settings and/or that the camera and microphone are set to the correct source
Force quit the browser application and re-open the browser application by pressing "Alt" and "F4" on PC, or “Option” and “Command” and “Esc” on Mac to close the application, and click the browser application to re-open it.
Upgrade the browser to the latest version
Disable Adblock
Try another browser
If joining from Windows, make sure all other applications, browsers or tabs that could use your camera are closed.
Browser compatibility
For the best experience, make sure your browser is always updated to the latest available version. We support the latest versions of the most popular browsers: Chrome, Safari, Firefox, and Edge. However, chrome usually gives the best experience.
System requirements
When joining a live session in Sana, make sure to do so from a desktop for the optimal experience. Our mobile and tablet experience is coming soon.
VPN or Firewall
If you are on your company’s network and Sana Live is not accessible, it might be due to Sana Live being blocked by your company’s VPN or firewall. Please read this Sana Live IT checklist for guidance:
Virtual backgrounds
To blur your background, we recommend using an external application. Sana's virtual backgrounds are coming soon.