Camera Issues Troubleshooting Guide

This guide covers troubleshooting different situations you may encounter with your Camera in Engageli. If your camera won't turn on, is showing as unreachable or is not displaying correctly, follow the steps below.

Basic Camera Troubleshooting

1. Check that you are using a supported device. If you're using Engageli from a mobile device, please check to see if the Engageli mobile app is supported on that device. Engageli supports iOS and Android OS using the Engageli Mobile app, and Windows, MacOS and ChromeOS.
2. Check that you are on an Engageli-supported browser. We currently do not recommend Safari or Firefox browsers. If you are using one of these, please join Engageli on the latest version of Google Chrome, Edge, or a browser on Chromium (Opera, Vivaldi, Brave). If needed, try switching to a different browser. If you are using Chrome, try using Edge or another supported browser, or vice versa.
3. Refresh the browser. Sometimes, simply refreshing the browser resolves a camera issue.
4. Try joining using an Incognito window. Browser extensions may sometimes interfere with your peripherals. Try opening the session link in a Chrome Incognito window (InPrivate window in Edge, or Private window in Brave) to see if your video works. If it does, it could be a specific extension causing the conflict.
5. Check your computer’s permissions (Mac | Windows). Use these guides to check the privacy and security settings for your System and Browser, and make sure that desktop apps have access to the right peripherals.

Does your camera work in other applications?

If you're still encountering issues with your Camera in Engageli, try opening another program that uses the camera to see if it works. For Windows, try using the Camera app, and for Mac, try using the Facetime app. If you're able to use the Camera in those apps, try running the Engageli system test from the Engageli session lobby.

Is Anti-Virus disabling your camera?

If none of the above steps solve the camera issue, it is possible that an anti-virus application is disabling your camera. See these articles on the most common antivirus software and how to make sure your camera is not being blocked.

Norton Antivirus

Bitdefender

Kaspersky

Note: If your Anti-Virus is not listed, please see the programs documentation or help center for steps on unblocking your camera.

Troubleshooting camera issues on the Engageli iOS App

Follow these steps to troubleshoot your camera not working on Engageli for iOS

1. Open the Settings app on your device.
2. Tap Privacy & Security.
3. Tap Camera.
4. In the list of apps, find Engageli.
5. Tap the switch by Engageli to allow Engageli for iOS to access your camera.
6. Restart your device.

From Settings > Engageli

1. Open the Settings app on your device.
2. In the list of apps, find and tap Engageli.
3. Tap the Camera toggle to allow Engageli to access your camera.
4. Restart your device.

Troubleshooting camera issues on the Engageli Android app

Follow these steps to troubleshoot your camera not working on Engageli for Android

1. Go to Settings on the Android device.
   Select Privacy.
   Select the Permission manager.
   Select Camera to view all apps with camera access permissions.
   Find Engageli in the list, and make sure you have allowed camera permissions while using the app.

If you're still experiencing issues with your video after these steps, try stopping the Engageli app and restarting it.

1. Go to Settings on the Android device.
2. Select Apps.
3. Select App Management.
4. Find Engageli in the list.
5. Select Force Stop.
6. Exit Settings.
7. Reopen the Engageli Android app.