If you are having difficulty connecting your audio and video during your Hopps session, here are some troubleshooting steps you can try:
- Double-check that your microphone and camera are not muted or disabled in the session settings panel. A line will appear through the icon if the device is currently muted or paused. Click the icon to turn audio or video on or off.
- If you are using external devices make sure they are properly connected. If your device connects via Bluetooth, check that it is currently synced.
- Check that your microphone is not muted by an on-device button or your computer.
- Make sure your web browser is up to date and that no ad-blockers or extensions are blocking microphone or camera access.
For Mac OS + Google Chrome users:
Due to recent Google Chrome updates, you may need to adjust your privacy settings in order to grant your web browser access to your camera and microphone.
Important: Even if your privacy settings show that permission is allowed by Chrome, recent updates require the need to refresh this setting in order for the permissions to take effect.
Follow these steps:
- Open your device's System Preferences (Shortcut: CMD button + Spacebar, and then type in "System Preferences")
- Click on Security & Privacy
- Select the Privacy settings
- Scroll down and select "Microphone"
- Click the lock at the bottom to make changes (you will be prompted for your system password)
- Uncheck the box next to Google Chrome (if it is not checked, please check this box)
- Click the lock to save the changes (if it was not originally checked, please go to step 11 after this)
- Click the lock again to allow changes
- Re-check the box next to Google Chrome
- Repeat steps 4-9 for both "Camera" and "Screen Recording" (screen recording is needed if you wish to optionally share your screen with your expert during your session).
- Click the lock to save the changes
- Restart Google Chrome
If this doesn't seem to solve your problem, please try another browser. We suggest only using Chrome and Safari to run a Hopps session.
If your audio and video connection issues are not resolved, please reach out to the Hopps Support Team via email or live chat for further troubleshooting assistance.