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Video on Sana Live
Video on Sana Live

Troubleshoot video and camera issues

Bianca Wetter avatar
Written by Bianca Wetter
Updated over 6 months ago

If your video freezes or your camera crashes during a Live session, there are some quick fixes that can help. Common video and camera problems are due to device settings, applications that run in parallel, or quality issues. This article will guide you through on what to do if your video or camera is not responding.

Note: If you have not already, test your video to confirm that the correct camera is selected and adjust your video settings.

💡 Top Tips for fixing Video:

  1. Most issues related to audio and webcam can often be resolved by refreshing the page or by restarting your browser application

  2. 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

  3. 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.

You can also test that your microphone and camera is working correctly with your browser by going to https://webcammictest.com/, see further instructions here.

My camera does not work

💡 Tip: Refreshing the webpage is usually the first step we recommend

First off, let’s test your camera set up is working correctly with your browser:

  1. Go to webcammictest.com and click ‘Test Webcam’

  2. If a prompt requests access to your microphone and camera click approve

  3. Go to the input/output settings on the right of the webpage and select the correct microphone input

  4. Click ‘Record’ make some test noises and click ‘Stop’

  5. The video will playback and you should hear the audio

If the video playback plays and you can see the video footage, go to

Check selected camera in Sana Live

Understand if it's a browser permission problem

If nothing above works…

Trouble with Audio?

If you need further assistance go to Audio Issues

Did you get a Device not found message during this test? Have you already restarted your browser? Please follow the next steps below:

Check selected camera in Sana Live

💡Tip: This can only be checked in a Sana Live session but you can check this in the pre-lobby before clicking ‘Join’!

Follow these steps to check your Sana Live Setup:

  1. Find the Settings Toolbar at the bottom of the screen

  2. Click the ‘3 dot’ button

  3. In the Video tab check the Camera selected and change if necessary

💡Tip: In the Audio tab you can also check your microphone settings

Understand if it's a hardware problem

Let’s test your camera and see if it is connected to your computer. If you are unable to use the webcam with your native camera application then there could be a problem with your camera hardware. See below:

Mac

  1. Go to the app Launchpad

  2. Search and open Photo Booth

Windows

  1. Go to Start

  2. All Apps

  3. Open Camera

Understand if it's a hardware permissions problem

Browsers and other applications often require permission from your computer to use your microphone and camera. If access has not been granted this needs to be updated. Check your settings below:

Mac

  1. Go to System Preferences

  2. Privacy & Security

  3. Camera. Check the browser you’re using has the switch turned on*

Windows

  1. Go to Start

  2. Settings

  3. Privacy

  4. Camera. Check 'Let desktop apps to access your Camera’ is turned on and that the browser you are using is in the list of approved applications*

*Restart your browser if you updated your settings

Understand if it's a browser permission problem

Browsers often require your permission to access your microphone and camera for each website you enter, if access has not been granted for a website this needs to be updated. Check your settings below:

If you’re currently in a Sana Live session

  1. Click the lock icon next to the Sana URL in the browser address bar

  2. Switch on the ‘Camera’ & ‘Microphone’ if it is not turned on

If you’re not currently in a Sana Live session

Check the following:

  1. For Chrome users, read this for more information

  2. For Safari users, read this for more information

  3. For Edge users, read this for more information

I can’t see others video feeds but they have their camera on

💡Tip: Refreshing the webpage is usually the first step we recommend

In Sana Live, up to 10 other video streams can play at the same time. If there are many participants in a session, this means that you might not be able to see everyone even if they have the camera turned on. Sana will prioritize the participants who are most active when choosing the video feeds to show you (ie. the top 10 speakers will have their video feeds shown)

Video feeds are laggy

If other participants' video feeds appear choppy, this might be due to you or others in the session having an unstable internet connection. If you can't connect to a stable network, change the settings as follows may improve the performance of the session

  1. Find the Settings Toolbar at the bottom of the screen

  2. Click the ‘3 dot’ button

  3. In the Video tab choose Low or Audio only

If nothing above works...

  1. 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

  2. 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

  3. Upgrade the browser to the latest version

    • For Chrome users, read this for more information

    • For Safari users, read this for more information

    • For Edge users, read this for more information

  4. Disable Adblock

  5. Try another browser

  6. If joining from Windows, make sure all other applications, browsers or tabs that could use your camera are closed

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