My video/audio isn’t working. What should I do?
It can be frustrating when your camera or microphone doesn't work during an online lesson. Don't panic! Here are some common troubleshooting steps you can take, starting with the quickest checks.
Quick Checks (Try These First!)
Check Mute Buttons: Inside the lesson window (our integrated Lesson Space classroom), look for microphone (🎤) and camera (📷) icons. Make sure they are not muted (they often show a line through them when muted). Click them to toggle on/off.
Refresh Your Browser: Sometimes a simple refresh can fix temporary glitches. Press F5 or click the refresh button in your browser.
Check Physical Connections: If using an external webcam or microphone/headset, ensure the USB or audio jack cables are securely plugged into your computer. Try a different USB port if available.
Check Physical Mute/Power: Does your headset have a physical mute button? Is your webcam turned on (some have power switches)? Is the lens cover open?
Browser Permissions (Very Common Issue!)
Allow Access Prompt: When you first join a lesson, your browser (Chrome, Firefox, Safari, Edge) MUST ask for permission to use your camera and microphone. If you accidentally clicked "Block" or dismissed the prompt, it won't work.
- Look for a small camera or microphone icon in the address bar (usually on the left or right side).
- Click this icon.
- Make sure that access is set to "Allow" for `www.turkishmate.com` (and potentially `*.thelessonspace.com`).
- You might need to refresh the page after changing permissions.
Check Site Settings: If you don't see the prompt, go into your browser's settings:
- Find the "Privacy and Security" or "Site Settings" section.
- Look for "Camera" and "Microphone" permissions.
- Ensure that `www.turkishmate.com` (and potentially `*.thelessonspace.com` if listed) is in the list of sites allowed to access your devices. Remove it from any "Blocked" list.
Hardware & Device Selection
Test Elsewhere: Does your camera/microphone work in other applications on your computer?
- Try your computer's built-in Camera app (Windows) or Photo Booth (Mac).
- Try a voice recording app.
- Try another video calling website (like Google Meet's test page, or webcamtests.com). If it doesn't work elsewhere, the issue is likely with the hardware itself or system drivers.
Select Correct Device: If you have multiple cameras or microphones (e.g., built-in and external), make sure the correct one is selected within the Lesson Space settings (often accessible via a gear icon ⚙️ or options menu within the lesson window) or sometimes within your browser's site settings for Turkish Mate.
Browser Issues
Update Your Browser: Ensure you are using the latest version of Chrome, Firefox, Safari, or Edge. Outdated browsers can cause compatibility issues.
Clear Cache & Cookies: Sometimes old data interferes. Try clearing your browser's cache and cookies (note: this might log you out of websites).
Disable Extensions: Browser extensions (especially ad blockers, privacy tools, or VPNs) can sometimes interfere. Try temporarily disabling them and refreshing the lesson page.
Try a Different Browser: If possible, try joining the lesson using a different supported browser (e.g., if using Chrome, try Firefox) to see if the issue is browser-specific.
Operating System Checks
OS Privacy Settings: Check your computer's main system settings. Both Windows and macOS have privacy settings that control which applications can access the microphone and camera. Ensure your web browser is granted permission here.
- Windows: Settings -> Privacy & Security -> Camera / Microphone
- macOS: System Preferences/Settings -> Security & Privacy -> Privacy -> Camera / Microphone
Restart Your Computer: A classic fix that can resolve many temporary software glitches.
Update Audio/Video Drivers (Advanced): Less common, but outdated device drivers could be an issue. You might need to check the manufacturer's website for updates.
If Nothing Else Works...
Inform Your Tutor Immediately: Use the text chat within the lesson to let your tutor know you're having technical difficulties. They might have suggestions or be able to continue part of the lesson via chat.
Contact Turkish Mate Support: If you've tried the steps above and still can't resolve the issue, please reach out to our customer support. Be sure to provide details like:
- Which device (camera/mic) isn't working?
- What browser and operating system are you using?
- What troubleshooting steps have you already tried?
- Are there any error messages?
Troubleshooting video/audio issues: Start with quick checks (mute buttons, refresh, connections). Then, verify browser permissions (address bar icon, site settings). Test your hardware in other apps. Check OS privacy settings. Try basic browser fixes (update, clear cache, disable extensions). If needed, inform your tutor via chat and contact support with details.
