Experiencing problems with your camera or microphone? Getting a black/white screen instead of your camera image? We've prepared a list of basic troubleshooting tips for you to get the issue fixed!
Close other software or programs that may be using your webcam
If you're getting a black/white screen, it's possible that another software in the background is using your camera, therefore blocking BeLive's access. Additionally, please note that certain antivirus software and firewall may block the ability to connect your camera.
Make sure you have the latest version of Chrome
Updating is definitely important: new updates fix bugs and glitches that slow down your computer.
Refresh the page
If your screen is stuck or frozen, refreshing the page will fix the problem. Don't worry - refreshing will not stop your broadcast.
Grant permissions for Be.Live to access your camera, mic and speakers
First, close the camera window in the studio by clicking the X icon in the top right corner. Afterwards, click on the lock icon beside the address bar in the top left corner of the page.
- Set Camera, Microphone and Sound to "Ask"
- Refresh the page, close and reopen the browser
- Connect the camera
- Select "Allow" in the popup.
Setting sound to Ask/Allow is key if you have trouble hearing guests in the studio.
Clear cache and reboot your computer
This simple step can help fix freezing, lags, 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 the 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.
Run the WebRTC test
If everything is marked with red, there is an issue with Chrome's access to your camera/mic.
Check computer settings to make sure Chrome has access to your camera/mic
For Mac - Security & Privacy > "Privacy" section.
Make sure Chrome is marked in both camera and mic sections.
For Windows, check detailed instructions here.
If you're using an external camera/mic, try re-plugging it in.
Check the settings/Switch resolutions
Once you connect your camera in the studio, click on the gear icon to open the settings window. A drop-down menu for camera & mic settings will appear. Switch between internal and external cameras/mics and test out different resolutions.
Note that the default resolution is 480p. Lower resolution works better with a slower internet 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. To avoid the sound from reaching the microphone, wearing headsets is a must for both the host and guests.
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 the BeLive studio is open in more than one tab, or your Facebook live stream is opened in another tab. That means the sound from it is picked up by your mic. Make sure you do not have that open during the stream or have it muted at least.
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