First, make sure your browser can access Twilio resources with the Twilio Network Test. If not, connect with your IT department for an alternate solution.
Note: if you are using a VPN, this setup can interfere with any connection (audio, video, or chat).
We recommend troubleshooting in the order of issues as displayed, so that all possible steps have been completed in the case you need to contact your IT department for additional assistance.
- Your browser blocks access to your audio or video. Make sure that the browser has granted permission for audio and video on our site. If you've already launched the session, this is usually notable as you are able to use at least chat, maybe audio or video, but at least one of those features isn't working.
- Your computer is using Windows 10 and needs additional settings configured. Review the Windows 10 required settings for camera and mic.
- Your company's firewall is blocking Handshake and/or Twilio (who we use for video). We need to be unblocked. Review the required firewall and network settings or share them with your IT department for additional assistance.
- Something else specific to your setup is causing a problem. Follow the steps in the System Troubleshooting section.
To confirm whether the changes you've made to your setup resolved the issue/s, you may use our Test Video guide.
Click the name of your specific browser to view additional details.
Chrome (Mac or Windows)
Open Chrome. Navigate to Settings, then click on Privacy and Security from the menu on the left of the page.
From the list of options, click on Site Settings, then scroll down to Permissions. From this section, you can manage camera and microphone settings overall and per site.
- Make sure the correct camera or microphone device is selected from each dropdown menu.
- If the expected device isn't listed, make sure any external devices are configured for your computer.
- Both our main site (https://app.joinhandshake.com:443) and our UK domain (https://app.joinhandshake.co.uk:443) should be listed under "Allowed" for video and audio to work.
Firefox (Mac or Windows)
Open Firefox. Navigate to Preferences, then click on Privacy & Security from the menu on the left of the page, then scroll down to Permissions. From this section, you can manage camera and microphone settings overall and per site. Make sure the following options aren't checked:
- Camera > Settings: "Block new requests asking to access your camera"
- Microphone > Settings: "Block new requests asking to access your microphone"
Handshake should function normally in Safari on both Mac and Windows. However, Twilio only supports Safari on Mac. Read more about Twilio's supported browsers here.
Open Safari. Navigate to Settings, then click on Websites from the top of the pane.
Follow the steps below, based on the behaviour:
- Unable to use microphone: click on Microphone from the left menu, locate the joinhandshake.com list item, then click the dropdown menu and select Allow.
- Unable to use camera: click on Camera from the left menu, locate the joinhandshake.co.uk list item, then click the dropdown menu and select Allow.
- No sound output from session: click on Auto-Play from the left menu, locate the joinhandshake.com list item(s), then click the dropdown menu and select Allow All Auto-Play.
- If the setting is on "Stop Media with Sound" or "Never Auto-Play", the sound is automatically restricted. To help quickly solve this while you're in the session, select Allow in the permission pop-up window.
Handshake should function normally in Edge on both Windows and Mac. However, Twilio only supports Edge on Windows. Read more about Twilio's supported browsers here.
Open Edge. Navigate to Preferences, select Cookies and Site Permissions from the left navigation bar, and then select Camera or Microphone.
For both options, make sure that:
- "Ask First" is selected as default.
- the correct camera or microphone device is selected in the drop-down menu.
- the joinhandshake.com and joinhandshake.co.uk sites are allowed (not blocked).
To read more on these settings, refer to Windows camera, microphone, and privacy.
Note: if you are using Edge on Windows 10, you may also need to follow the steps for Windows 10.
Windows has its own privacy settings for microphone & camera that are independent of each browser. For additional information, refer to Host Requirements for Integrated Video.
If audio or video issues persist after your browser settings are correct, follow these steps to further isolate the cause.
1. Confirm the hardware is working as expected:
- Confirm that your speakers and volume control both work.
- Test the sound and microphone by using another platform or application through your device.
- Confirm that your device can play video.
- We recommend testing this by watching a video on Youtube (or other known good site).
2. Make sure that you have a reliable internet connection.
- If you're experiencing video issues while using blurry background, try turning blur off to improve performance.
3. Refresh the page and re-launch the video session.
4. Fully quit and restart the browser.
5. Restart your computer.
6. Try a different supported browser.