How to Enable Camera and Microphone Permissions for SurveyVideo

If during a SurveyVideo call the surveyor can see and hear the client, but the client cannot see or hear the surveyor, this is most commonly caused by the browser not having camera and microphone permissions enabled.

Below we explain how to check and enable these permissions in both Google Chrome and Microsoft Edge, the two most commonly used browsers for SurveyVideo.

In Google Chrome

1. Open Google Chrome and go to the page where the SurveyVideo call takes place.
2. In the address bar, just to the left of the URL, look for a small lock icon or a camera/microphone icon.
3. Click on that icon. A dropdown menu will appear showing the site's permissions.
4. Look for Camera and Microphone. If they are set to "Block" or "Ask", change them to Allow.
5. Once changed, refresh the page (F5) so the new permissions take effect.
6. Try the video call again. The browser should either prompt for camera and microphone access again, or connect directly if the permissions were already saved.

If the issue persists, check the browser's general permission settings:

1. Click the three vertical dots in the top right corner of Chrome and select Settings.
2. Go to Privacy and security, then Site settings.
3. Within that section, look for Camera and Microphone.
4. Make sure the setting is configured to "Sites can ask to use your camera/microphone" and confirm that the SurveyVideo site is not listed under blocked sites.

In Microsoft Edge

1. Open Microsoft Edge and go to the page for the SurveyVideo call.
2. In the address bar, click the lock icon or the permissions icon that appears to the left of the URL.
3. A menu with the site's permissions will appear. Look for Camera and Microphone.
4. If they are blocked, change the setting to Allow.
5. Refresh the page for the changes to take effect.
6. Try the video call again.

If you need to check the general settings:

1. Click the three horizontal dots in the top right corner of Edge and select Settings.
2. Go to Cookies and site permissions.
3. Look for Camera and Microphone in the permissions list.
4. Confirm that the SurveyVideo site is not blocked, and that the general setting allows sites to request access.

Other things to check

If the issue continues after enabling browser permissions, also check the following:

• Another application is using the camera or microphone. Close any other video calling software (Zoom, Teams, etc.) that might be using the device at the same time.
• Operating system level permissions. On Windows, check under Settings > Privacy > Camera/Microphone that access is enabled for browsers.
• Unsupported browser. SurveyVideo works best on Google Chrome. If you're using a different browser and the issue persists, try opening the link directly in Chrome.
• Incognito mode. In some cases, opening the link in an incognito window can help rule out cache or extension conflicts.

By following these steps, both the surveyor and the client should be able to see and hear each other correctly during the SurveyVideo call.