--- title: "Using Conferencing Services on AceUp: Troubleshooting Audio and Video" description: If the person you’re calling can’t hear or see you, try these steps. --- [Skip to content](https://help.aceup.com/en/knowledge/aceup-conferencing-services-troubleshooting-audio-and-video#main-content) English Show submenu for translations [Submit A Support Ticket](https://help.aceup.com/en/knowledge/kb-tickets/new?hsLang=en) ![AceUp\_Logo\_black-1\_LP.png\]](https://help.aceup.com/hs-fs/hubfs/Q2%202022%20Landing%20Page%20Assets/AceUp_Logo_black-1_LP.png?height=40&name=AceUp_Logo_black-1_LP.png) - [Default HubSpot Blog](https://blog.aceup.com/) Open main navigation Close main navigation - [Default HubSpot Blog](https://blog.aceup.com/) - English Show submenu for translations - [Submit A Support Ticket](https://help.aceup.com/en/knowledge/kb-tickets/new) - [Go to www.aceup.com](https://aceup.com/) [Go to www.aceup.com](https://aceup.com/) Welcome! How can we help you? - There are no suggestions because the search field is empty. 1. [Help Center](https://help.aceup.com/en/knowledge?hsLang=en) 2. [Coachees](https://help.aceup.com/en/knowledge/coachees?hsLang=en) # Using Conferencing Services on AceUp: Troubleshooting Audio and Video ## If the person you’re calling can’t hear or see you, try these steps. ### Step 1: Check your hardware - Make sure your microphone, camera, and speakers are plugged in to your computer and turned on (microphone isn’t muted). - If you connect any of your hardware using USB, check if you need to install software from the device manufacturer. - Make sure other programs on your computer aren’t using your microphone, camera, or speakers. ### Step 2: Check your system settings #### Checking audio settings in Windows Changing any of these settings may require you to restart your browser (Chrome, Firefox, etc). The details here can vary with different versions of Windows, so if your computer doesn't say exactly the same thing, look for something similar. - Right-click the volume control (speaker icon) on the lower right in your taskbar. This opens the **Sound** dialog box. - On the **Playback** tab: - select the appropriate device (here I'm using my Logitech USB headset) - click **Set Default** at the bottom. You should get a green check mark on the device once you've set it as default. ![Sound dialog box](http://it-knowledge.umn.edu/sites/it-knowledge.umn.edu/files/tdxassets/PlaybackDevices.png) - Repeat step 2 on the **Recording** tab. - Click OK. - Re-enter your video call. **Note:** you may need to reset this every time you plug in your headset. #### Checking audio settings on a Mac - Click the Apple in the upper left of your computer. - If you are already in the call, you may have to move your cursor to the top area of the screen to get the Apple to appear. - Click **System Preferences...** - Choose **Sound**. - On the **Input** tab: - Select the correct microphone. This example is using a Logitech USB Headset. - **NOTE: **Only USB microphones will work with a Macintosh computer. Microphones on earbuds or headsets that connect to the stereo mini port will not work. - Check that the Input volume is set correctly (it should **not** be all the way to the left). ![Apple System Preferences window with Sound Output and Input highlighted](http://it-knowledge.umn.edu/sites/it-knowledge.umn.edu/files/tdxassets/MacSound_2016.png)  - On the **Output** tab: - Select the correct headset or speaker. - Close out of **System Preferences** and re-enter your video call. ### Step 3: Check your browser settings Make sure that the browser you are using for AceUp remote coaching grant AceUp the access to your camera and microphone. The steps to grant your browser permission to give AceUp access to your camera and microphone are slightly different depending on the type of browser being used. Some of the popular browsers: - **Chrome:** [https://support.google.com/chrome/answer/2693767?co=GENIE.Platform%3DDesktop&hl=en&oco=1](https://support.google.com/chrome/answer/2693767?co=GENIE.Platform%3DDesktop&hl=en&oco=1) - **Safari:** - Desktop: [https://help.doxy.me/en/articles/2427129-allow-access-to-camera-in-safari](https://help.doxy.me/en/articles/2427129-allow-access-to-camera-in-safari) - Mobile/Tablet: [https://help.doxy.me/en/articles/836274-allow-access-to-camera-in-safari-mobile-tablet](https://help.doxy.me/en/articles/836274-allow-access-to-camera-in-safari-mobile-tablet)  - **Edge:** [https://www.windowscentral.com/how-manage-site-permissions-new-microsoft-edge](https://www.windowscentral.com/how-manage-site-permissions-new-microsoft-edge) - **Firefox:** [https://support.mozilla.org/en-US/kb/how-manage-your-camera-and-microphone-permissions](https://support.mozilla.org/en-US/kb/how-manage-your-camera-and-microphone-permissions) Step 4: Restart your call and computer - Exit and rejoin the video call. - Restart your computer. ### Step 5: Ask the other person to troubleshoot If you can’t see or hear the other person, ask them to try the steps above.   ### Still Need Help? 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