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I can't see them/they can't see me
I can't see them/they can't see me

Having issues with seeing or being seen in the lesson space? Find out what you can do here

Updated over 2 months ago

Why can't I see anything in my lesson?

There might be a few reasons why video is not working in the lesson space for you or others.

Give our quick fixes a go first - they solve a lot of common issues! If these don’t do the trick, try the suggestions below to get you back on track.

  • Check it's not being physically covered by a lens cover.

  • Check it's not being used or is open in another tab or application.

  • Check Third Party Filter, Antivirus, or Firewall applications are not blocking your device from using your camera (or microphone).

  • Try an app that uses your camera. If you can't see yourself, there may be a fault with the camera itself

  • Restart your computer. If you have time, this really solves a lot of problems!

Browser Video Permissions

Still not working? Let’s check your browser is allowed access to your device.

Chrome Browser

  • Click the Camera icon in the URL bar

    • Just check your Camera (and Microphone) is Allowed

    • Check the correct camera is being used.

  • Click on the padlock icon in the URL bar

    • Just check you’re not blocking either your camera or microphone

    • Flip switches to ON

Safari Browser

  • Click Safari menu

  • Go to Settings for This Website - a pop up menu will list Ask, Deny or Allow

  • Select Ask or Allow for your Camera (and Microphone) for this website

  • Refresh the page

Edge Browser

  • Click the three horizontal dots (ellipsis) in the upper-right corner of the Edge window to open the menu.

  • Scroll down in the menu and click on Settings.

  • In the left sidebar, scroll down and click on Cookies and site permissions.

  • Under Permissions, click on Camera.

  • Here, you can toggle the switch next to Camera access for this device to either enable or disable camera access for all websites in Edge.

Other Browsers

  • Please go to Settings of your browser, navigate to Privacy/Security section and go to Permissions tab.

  • You'll see a list of permissions settings, including microphone and camera access.

  • To reset video permissions, find and click on Reset Permissions for the Camera option.

  • Close and reopen your browser for the changes to take effect.

We recommend spending 5 minutes trying to troubleshoot. If these tips didn’t do the trick, please get in touch via live chat so that we can get you into your lesson ASAP!

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