Troubleshooting Camera + Microphone Access, Pop-ups, and Webcam

Troubleshooting Guide

• Camera and Mic Access

• Allow Pop-ups

• Selecting a Webcam

• Selecting a Microphone input

• Allowing Chrome Screenshare on Mac

• Clearing Cookies and Cache

• Still not working? Might be your firewall

Enabling Camera and Microphone Access

To do this in Chrome, find the three dots (or red circle, if you need to update) in the top right of your browser window. Click this, then click "Settings" at the bottom of the dropdown that appears. From the settings page, select "Privacy and security" on the lefthand menu. 

Click on "Site Settings"

Then scroll down to the "Permissions" section and set camera and microphone to "Ask before accessing." 

Allow Pop-Ups

Now, we're going to allow pop-ups on EventHub's site. Keep scrolling down to the "Content" section, and click "Pop-ups and redirects."

On this page, click "Add" next to the "Allow" section 

Then type in https://eventhub.net:443 and click "Add." 

Return to your EventHub webpage. If it is still not working, simply refresh the page and try again. If you're still having issues, try a hard refresh by pressing the keys command-shift-R. If it still doesn't work, please contact us at help@eventhub.net.

Connecting a Webcam

If you don't want to use your Built-in laptop camera, or have an external Webcam that you plug into your computer, you may have to select it in browser settings in order for it to work on EventHub.

We need to access the Camera settings in Chrome. There are screenshots outlining how to do this at the top of this article. We've copied the instructions below: 

Find the three dots (or red circle, if you need to update) in the top right of your browser window. Click this, then click "Settings" at the bottom of the dropdown that appears. From the settings page, select "Privacy and security" on the lefthand menu. 

Click on "Site Settings" and scroll down to the "Permissions" section and click on "Camera."

On this page, you'll see a dropdown menu where you can select which camera for the browser to use.

Click this dropdown and select the External Webcam (not your "Built-in" laptop camera). Then you need to quit Chrome and reopen Chrome for the changes to take effect.

Selecting a Microphone Input

If you don't want to use your Built-in laptop microphone, or have an external microphone that you plug into your computer, you may have to select it in browser settings in order for it to work on EventHub.

We need to access the Microphone settings in Chrome. There are screenshots outlining how to do this at the top of this article. We've copied the instructions below: 

Find the three dots (or red circle, if you need to update) in the top right of your browser window. Click this, then click "Settings" at the bottom of the dropdown that appears. From the settings page, select "Privacy and security" on the lefthand menu. 

Click on "Site Settings" and scroll down to the "Permissions" section and click on "Microphone."

On this page, you'll see a dropdown menu where you can select which microphone you want the browser to use.

Click this dropdown and select your desired microphone input. Then you need to quit Chrome and reopen Chrome for the changes to take effect.

Allowing Chrome Screenshare on Mac

If you are not able to screenshare, and are using a Mac, please check your Mac permissions: Go to System Preferences > Security & Privacy > Privacy > Screen Recording and add in Chrome. Then restart browser. If that option is not available then you should be able to use screenshare by default.

Clearing Cookies and Cache

If you're using Chrome, you clear cookies and cache by clicking the 3 dots in the upper right of your window, going to Settings, then Privacy & Security, then Clear Browsing Data. This will bring up a pop up to confirm your choices in doing so. If you want, you can uncheck browsing history and passwords in the Advanced tab so as not to remove those.

Still not working? Might be your firewall

Are you using a company or government-issued device? If your company has strict Security preferences, sometimes the video chat doesn't work for you. There's some blocker on your computer or network that prevents the site from working properly, and blocks you from hearing the audio and seeing the video.

Unfortunately there's nothing we can do about it from our side! You just need to use a different device, or network, etc. to take yourself off whatever is tying you to the company/government system.

If this is happening in your Booth chat, there is a workaround. Instead of using our built-in live chat, you can use an External Video Conferencing system like Zoom, Google Hangouts, Microsofts Teams, etc. To switch to this, go to your Booth in Edit Mode, scroll down to the bottom right corner of the editing sidebar, and click the "Use External Conferencing" text.

In the new field that appears, paste in your Zoom/Google/Microsoft meeting URL. 

Then click the green Save Details button at the bottom. Refresh your page for it to update. 

Now, when you and anyone else clicks to Join Live Chat, it will direct them to your external conference URL!