> ## Knowledge Base Index
> Fetch the complete knowledge base index at: https://helpdesk.heylady.io/sitemap.xml
> Use this file to discover available pages before exploring further.
> Pure-Markdown content can be obtained by appending a '.md' suffix to the content URLs listed in the sitemap (without the trailing slash).

# My camera & microphone aren’t working. What should I do?

## How to have the best video experience inside Hey Lady! - helpful tips!

* Please use the most up-to-date version of Google Chrome to participate. [You can download and install Google Chrome here.](https://support.google.com/chrome/answer/95346?hl=en&co=GENIE.Platform%3DDesktop)
* Connect to a stable network, preferably through an ethernet cable, especially if you are using an older device
* Use headphones or a headset to prevent background noise and audio feedback
* Make sure other apps aren't using your camera or microphone (perhaps close down background apps that might be using Internet, like Dropbox)
* Note: Some installed programs such as anti-virus may also conflict with your camera or microphone

If you are having trouble starting your camera and/or microphone for an event or conversation, follow the troubleshooting steps below that are relevant to your device and web browser.

If you are still having issues after following these steps, please email us at [hello@heylady.io](mailto:hello@heylady.io)

## DESKTOP Troubleshooting Steps
### [Google Chrome Desktop]

1. Click the lock icon next to the browser’s address bar and click **Site settings.**

![](https://dbgi97grppr1g.cloudfront.net/cmbt50d6604629tz8u0xr9wyj/article_image_c36199d5-8d1f-4b10-b82b-0a8427aa8e25)

2. Check that under **Camera** and **Microphone**, **Allow** has been selected.

![](https://dbgi97grppr1g.cloudfront.net/cmbt50d6604629tz8u0xr9wyj/article_image_c5b2d185-709a-4f64-9b51-29bd79647c49)

3. Then, refresh your browser and try rejoining another *Hey Lady!* event to see if a popup appears asking you to enable your camera and microphone.

### [Firefox Desktop]

1. Click the menu icon (3 lines on top right corner) and select **Settings.**

![](https://dbgi97grppr1g.cloudfront.net/cmbt50d6604629tz8u0xr9wyj/article_image_4a4b401a-b763-45d9-b013-d9be1ed9c2b4)

2. Click **Privacy & Security** from the left menu.

3. Scroll down to **Permissions.**

![](https://dbgi97grppr1g.cloudfront.net/cmbt50d6604629tz8u0xr9wyj/article_image_1e84261b-e371-4fb8-bf6e-95ea8d24e4a4 =400x226)

4. Click **Settings** next to Camera.

5. Check that https://app.heylady.io has permission to access your camera (Status set to **Allow**), as pictured below:

![](https://dbgi97grppr1g.cloudfront.net/cmbt50d6604629tz8u0xr9wyj/article_image_26e113ec-0ea9-4932-a1dc-264122c3024d =400x384)

6. Return to the Settings page and click **Settings** next to **Microphone**.

7. Check that https://app.heylady.io has permission to access your microphone (similar to in Step 5)

8. Then, refresh your browser and try rejoining another *Hey Lady!* event to see if a popup appears asking you to enable your camera and microphone.

### [Microsoft Edge Desktop]

1. Click the menu icon (3 dots on top right corner) and select **Settings**.

![](https://dbgi97grppr1g.cloudfront.net/cmbt50d6604629tz8u0xr9wyj/article_image_273d6ad6-eba7-4028-8ca0-daa65f01eb79)

2. Click **Cookies and site permissions** from left menu.

3. Scroll down to **All permissions** and check that **Ask first** is selected for **Camera** and **Microphone** (as pictured).

![](https://dbgi97grppr1g.cloudfront.net/cmbt50d6604629tz8u0xr9wyj/article_image_702202c0-f308-4dc9-be75-8db3eb23da7b)

4. Click **Camera.**

5. Check that https://app.heylady.io is in the **Allow** section (as pictured below).

![](https://dbgi97grppr1g.cloudfront.net/cmbt50d6604629tz8u0xr9wyj/article_image_ff4364bc-02e8-46b3-bf61-4f2bba24653a)

6. Return to the **Cookies and Site permissions** page.

7. Click **Microphone**.

8. Check that https://app.heylady.io is in the **Allow** section (as pictured below).

![](https://dbgi97grppr1g.cloudfront.net/cmbt50d6604629tz8u0xr9wyj/article_image_a822cbb5-8f77-495f-990b-51c28cba5326)

9. Then, refresh your browser and try rejoining another *Hey Lady!* event to see if a popup appears asking you to enable your camera and microphone.

### [Safari Desktop]

1. Click **Safari** on top left corner of screen and then **Preferences**.

![](https://dbgi97grppr1g.cloudfront.net/cmbt50d6604629tz8u0xr9wyj/article_image_2c693cc6-512c-4c3d-8909-ac26c3246b1c)

2. Go to **Websites** and then go to **Camera.** Check that app.heylady.io is set to **Ask.**

![](https://dbgi97grppr1g.cloudfront.net/cmbt50d6604629tz8u0xr9wyj/article_image_b6aba124-01d2-4488-864d-97cd9b811296)

3. Repeat Step 2 but in the **Microphone** section.

4. Then, refresh your browser and try rejoining another *Hey Lady!* event to see if a popup appears asking you to enable your camera and microphone.

## MOBILE Troubleshooting Steps
### [Android mobile]

1.  Tap the lock icon in your browser’s address bar.

![](https://dbgi97grppr1g.cloudfront.net/cmbt50d6604629tz8u0xr9wyj/article_image_73658438-1ac7-4664-bcdd-29137b7c2174 =400x166)

2. Tap **Permissions.**

![](https://dbgi97grppr1g.cloudfront.net/cmbt50d6604629tz8u0xr9wyj/article_image_5068aeeb-2c8b-48a3-84f4-314bdc73acb1 =400x811)

3. Toggle / enable **Camera** and **Microphone.**

![](https://dbgi97grppr1g.cloudfront.net/cmbt50d6604629tz8u0xr9wyj/article_image_0d67bd7f-2a72-413c-94d9-a5126366a722 =400x811)

4. You can also check if they have been enabled by clicking the menu icon (3 dots on the top right corner) and then selecting **Settings**.

5. Go to **Site Settings** under **Advanced**.

![](https://dbgi97grppr1g.cloudfront.net/cmbt50d6604629tz8u0xr9wyj/article_image_4f9aeca7-f865-46b3-8f5c-c9e5605a3a83 =700x729)

6. Under **Microphone** and **Camera**, make sure **https//app.heylady.io** is listed in the **Allowed** section.

![](https://dbgi97grppr1g.cloudfront.net/cmbt50d6604629tz8u0xr9wyj/article_image_cd8f5536-1166-4e03-a819-abdcfcc48fc5 =700x309)

**If the above still does not enable camera and microphone, please follow these instructions to check the permissions in your phone settings.**

1. Go to phone **Settings**, and scroll down to the list of apps.

2. Find the browser app you want to manage / update and tap **Permissions.**

![](https://dbgi97grppr1g.cloudfront.net/cmbt50d6604629tz8u0xr9wyj/article_image_66fcb9b3-432c-412d-8e68-11546e16df05 =400x811)

3. Check that **Microphone** and **Camera** have been enabled / toggled on.

![](https://dbgi97grppr1g.cloudfront.net/cmbt50d6604629tz8u0xr9wyj/article_image_af56aef3-ad26-4ecf-ab8c-f4ad3e7edbde =400x811)

### [iOS mobile]

1. Go to phone **Settings**, and scroll down to the list of apps. Find the browser app that you want to manage.

2. Open the app permissions for that browser and check that **Microphone** and **Camera** have been enabled / toggled on.

![](https://dbgi97grppr1g.cloudfront.net/cmbt50d6604629tz8u0xr9wyj/article_image_9db8b1be-b95e-4306-bad9-1838e478307c)

Still have issues? Please send us an email at [hello@heylady.io](mailto:hello@heylady.io) and our team would be happy to assist!