Experiencing some problems with connecting your camera/microphone? Getting the black/white screen instead of your camera image?
We've prepared a list of basic troubleshoots for you to go through and get the issue fixed!
Let's take a closer look!
- Close other software that can be using your webcam
If you're getting a black/white screen, there may be another software that is using your camera at the same time or in the background, and it block's our access to the camera. Also, worth mentioning, that some antiviruses and firewall may block your ability to connect camera.
2. Make sure you have the latest version of Chrome
Updating is definitely important: new updates fix bugs and glitches that slow down your computer.
3. Refresh the page
If your screen is stuck/frozen, refresh the page to fix the problem. Even if you're LIVE! No worries, it won't stop your broadcast 😏
4. Grant permissions so Be.Live can access your camera, mic and speakers
First, close the camera window in the studio by clicking on the X icon in the top right corner -> Click on the lock icon beside the address bar in the top left corner of the page
Now Set camera, mic and sound to "Ask" -> Refresh the page/close and reopen browser -> Connect the camera-> Select "Allow" in the popup.
Setting sound to Ask/Allow is key if you have trouble hearing your guest's in the studio.
5. Clear cache and reboot your computer
These simple actions can help you with fixing a whole row of glitches: freezings, delays, black screen, etc.
Temporary files like internet history, cookies, and cache take up a ton of space on your hard disc. Deleting them frees up the valuable space and speeds up your computer.
Restarting computer refreshes the memory and prompts essential tools to run maintenance on it. When you leave your computer on, background programs and apps hog its memory, so rebooting will surely speed up your computer/laptop.
6. Run the test
If everything is marked with red, probably there is an issue with Chrome's access to your camera/mic.
7. Check your computer settings to make sure Chrome has access to your camera/mic
For Mac - Security & Privacy > "Privacy" section.
Check whether Chrome is marked in both camera and mic section
For Windows you can check the detailed instruction here.
If it's an external camera/mic, try plugging it out/in.
8. Check the settings/Switch resolutions
Once you connected the camera in the studio, please click on the gear icon to open the settings window. There you will see a drop down with camera&mic settings, you can switch between internal and external cameras/mics and try different resolutions.
Note, the default resolution is 480p. Lower resolution works better with slow connection and older computers. If you're on a powerful device and your internet connection is stable, feel free to increase it to 720p!
Echo is caused when one person's voice is heard through another person's microphone. We recommend for the host and guests to wear a headset, to avoid the sound from reaching the microphone.
A good rule to remember: If you hear the echo, then it's NOT coming from your system. The person causing the echo DOES NOT hear the echo.
Unless though, you have the camera opened multiple times in the studio or the BeLive studio opened in another tab or a FB with your show playing on the computer and sound from it is picked up by your mic. Make sure you don't have that open during the stream. Or at the very least, have it muted :)
Hope it was clear enough :)
If you still have any questions, feel free to text us in the chat window!
And do not forget to share with us your experience so that we could make the platform even better for you 🌸