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Camera Troubleshooting

If you receive an error for the camera section in test.mashme.io please check the following:

Step 1:  Check your system settings

Make sure your camera is configured correctly on your computer:



If the device you want to use is correctly configured go to Step 2.

Step 2: Check that you have closed all other programs that may be using your camera, these could include:                   

         -Skype or Skype for Business

         -Another browser tab or window                                          

If after completing these steps the test results are not satisfactory, there might be a problem with the permissions in Chrome/Firefox

Step 3: Check the browser permissions

            Using Google Chrome:

                            -Open Chrome.

                            -Go to test.mashme.io and mashme.io site

                                        -When prompted, click Allow 

                            -To change camera permissions

                                        -Open Chrome.

                                        -At the top right, click More More and then Settings

                                        -Under "Privacy and security," click Site settings

                                        -Click Camera

                                        -Turn Ask before accessing on

                            More information available in Chrome KB

                            Google Chrome uses your camera & microphone

         Using Mozilla Firefox: 

                        -Click on the site identity icon (the lock symbol) 

                        in the address bar.

                        -Choose Allow on  the  menu next to Use the Camera 

                        -Click anywhere on the web page to close the menu, 

                        then click the Retry button.


Step 4 Make sure the camera is not covered.

Note: If you are running MAC OSX 10.14.x Mojave or later, please check "Security and Privacy" settings, then under the "Privacy" tab, please check that the camera is permitted in the Browser.

Step 5 If after all these steps, the camera is not working, please:

  • contact your hardware manufacturer and/or
  • use a different video capture device

If your computer has multiple webcams (such as the Microsoft Surface Hub) please follow these steps.

  1. Click on the webcam icon in top right corner of the browser address bar.                            
  2. See which camera is being used. Click on Manage button.                            
  3. Select the Front Camera (on Surface Pro, or the correct camera on others)
  4. Return to virtual room and refresh page (F5 or Ctrl-R)                                         


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