The microphone I selected as default isn’t chosen automatically
Still can’t connect to conference call
The browser detected a performance decrease. The page will reload
Plug into Power instead of Battery
Enable Hardware Graphics Acceleration
Allowing microphone and camera access
Automatic call join not configured for the space
Space is configured not to have a conference call
Enterprise controlled browser policies
On all other browsers for iPhone and iPad
Overview
The 3d web platform allows joining a meeting or event without downloading any plugins or software. There is nothing to install, just follow the invitation link on any device.
Login
I can’t find my password
If an event is private, participants joining will need to sign in using the email address they were invited with.
If you’ve been into the experience before, search your inbox for a password email containing “UniversalAvatar”. Be sure to check your spam or junk folder.
If you don’t know your password there are two choices
- Use Login via one-click link
- Use Forgot your password link
Enter your email address in the Login via one-click link box to have a temporary link sent to your inbox. Clicking the link you receive in email will take you straight into the experience.
To reset your password click the Forgot your password? link on the Login with email and password panel. Enter your email address and click submit. An email will be sent to your inbox with instructions to reset your password.
Audio
Try switching to a recommended browser (see Recommended browsers).
Check that both audio and microphone and camera are allowed in the browser (see Allowing microphone and camera access)
No one can hear me
Ensure you use headphones rather than an “open” microphone on your device.
Be sure to plugin your headphones before visiting the link.
Can you hear anyone else? You may not be connected to the conference call. Click the green phone icon in the bottom chat bar to connect to the call.
If you hear on-hold music, you are the first to enter the call and no one else has joined yet. When a participant joins the call the music will stop and you can speak with the new participant.
Is your microphone icon in the bottom chat bar shown as muted? Click it to unmute.
Confirm you allowed microphone permission in your browser.
I can’t hear anyone
Ensure you use headphones rather than an open microphone on your device.
Be sure to plugin your headphones before visiting the link.
Check your volume is set appropriately. Can you hear a YouTube video for example in another browser tab?
Ensure that the browser tab is not muted. You can usually see whether the tab is muted by looking for a crossed-out audio icon on the right
Websites can be muted and unmuted by right-clicking on a single browser tab, and clicking “Mute site” or “Unmute site”.
Audio echo
Ensure you use headphones rather than an open microphone on your device.
Be sure to plugin your headphones before visiting the link.
If you are the only participant hearing an echo, reconnect your call. Click the red phone icon to hang up the call and click it again when green to reconnect.
Audio conferencing – WebRTC is not available on this browser. Click here to see this space’s dial-in numbers
Try switching to a recommended browser (details in this document).
The microphone I selected as default isn’t chosen automatically
If you selected a default input device in your browser’s settings (e.g. Chrome), but the device isn’t automatically selected when you load a space, you might want to explicitly set the device as the default for that browser in your OS settings.
On Windows
Right-click on the volume button in the bottom right of the screen
Click on Open Sound settings
Scroll down and click on App volume and device preferences
Make sure the browser is open, and select your intended microphone.
Note that each app has two dropdowns, the top one changes the default output (speakers), and the bottom one changes the default input (microphone). The dropdown we’re interested in is the bottom one.
On macOS
Open the Sound preferences, and click on the Input tab
The highlighted device is the one currently selected as the default (for the entire system). To change it, click on the device you want to be selected as default.
Still can’t connect to conference call
If you are on a VPN, if available try connecting without the VPN.
Some events will provide dial-in by phone numbers. Use these instead of browser audio conference calling where appropriate.
Webcam
Try switching to a recommended browser (see Recommended browsers).
Check that both audio and microphone and camera are allowed in the browser (see Allowing microphone and camera access)
https://chromeenterprise.google/policies/#VideoCaptureAllowed
https://learn.microsoft.com/en-us/deployedge/microsoft-edge-policies#videocaptureallowed
Screen Sharing
For Presenters
How to add Screen Recording permission to Google Chrome in Catalina?
If you are on a corporate network and browser configuration is controlled by IT, consider if screen capture policies are in place to prevent it.
- SameOriginTabCaptureAllowedByOrigins
- ScreenCaptureAllowed
- ScreenCaptureAllowedByOrigins
- TabCaptureAllowedByOrigins
- WindowCaptureAllowedByOrigins
Loading
Stuck on loading screen
Try closing the page and any other applications that may be running and visit the link again.
Try switching to a recommended browser (details in this document).
If you are using a low powered device such as a phone or tablet try opening the experience on a computer.
I see a white screen
Try switching to a recommended browser (details in this document).
The browser detected a performance decrease. The page will reload
Try switching to a recommended browser (details in this document).
Performance
Plug into Power instead of Battery
Some laptops perform considerably better with 3D when plugged into power rather than operating on battery.
Enable Hardware Graphics Acceleration
Users typically have the option to enable or disable hardware acceleration in their browser settings. While enabling hardware acceleration can often result in better performance.
Google Chrome Settings
Shortcut URL: chrome://settings/system
- Launch Chrome, then select Menu > Settings
- Select the System option on the menu
- Ensure Use graphics acceleration when available is enabled.
Microsoft Edge Settings
Shortcut URL: edge://settings/system
- Launch Edge, then select Menu > Settings
- Select the System and performance option on the menu
- Ensure Use graphics acceleration when available is enabled.
Firefox Settings
Firefox automatically adjusts its settings to optimize performance based on your computer's specifications. You have the option to customize these settings on your Firefox Settings page.
Shortcut URL: about:preferences#general
- Click the menu button and select Settings
- Choose General from the menu
- Scroll to the Performance section
- Uncheck the box Use recommended performance settings
- Ensure Use hardware acceleration when available is enabled
Even if you enable Hardware Acceleration (HWA) in your browser settings, there's no guarantee it'll be utilized for rendering. Various factors might intervene, leading to software rendering instead, even if HWA is typically supported. This is particularly evident in Firefox, though other browsers might also resort to software rendering when HWA isn't available momentarily.
Recommend browsers
Mobile & Laptop
PC / Mac / Linux / Chromebook | Chrome |
iPhone / iPad | Safari |
Android | Chrome |
Virtual Reality
PC Virtual Reality | FireFox |
Meta Quest | Meta Quest Browser |
Apple Vision Pro | Safari |
Pico | Pico Browser |
Hololens 2 | Edge |
General Advice
Depending on the device, browser and internet connectivity you have, these general actions may improve your experience.
Consider:
- Close other apps or applications that may be running
- Close other browser tabs or browser windows
- Use a cable connection rather than Wifi
- Disable popup blockers
Allowing microphone and camera access
Allow prompt not appearing?
Automatic call join not configured for the space
Some spaces can be configured to not automatically join a call, you may find the green phone icon in the bottom bar which needs to be clicked to join/initiate a call.
Space is configured not to have a conference call
Some spaces may be configured to not support audio conferencing at all. In this case you won’t see and phone icons in the bottom bar and having no audio conference call is expected behavior.
Enterprise controlled browser policies
If you are not prompted to allow microphone and/or camera access and you are on a corporate network where browser policies control your experience, then it could be that your organization has configured your browser to deny audio capture. Check with your IT department if you suspect this is the case.
Enterprise Google Chrome browser policies control https://chromeenterprise.google/policies/#AudioCaptureAllowed
Enterprise Microsoft Edge browser policies control https://learn.microsoft.com/en-us/deployedge/microsoft-edge-policies#audiocaptureallowed
On Chrome for Desktop
When accessing a page that requests access to your microphone or camera for the first time, you will be presented with a popup like the following (click on Allow).
The permissions currently set in your browser can be seen (and modified) by clicking on the lock icon on the left side of the URL
Which will open a list of permissions for the website. Make sure that Camera, Microphone, and Sound are set to Allow (note that only one of the three might be visible).
For detailed settings, you can open the following links in your browser:
- Camera: chrome://settings/content/camera
- Microphone: chrome://settings/content/microphone
- Sound: chrome://settings/content/sound
On Firefox for Desktop
When accessing a page that requests access to your microphone or camera for the first time, you will be presented with a popup like the following (click on Allow, and we recommend also checking the Remember this decision checkbox).
The permissions currently set in your browser can be seen (and modified) by clicking on the “settings” icon on the left side of the URL
In-depth settings can be seen by going to about:preferences#privacy, and then scrolling down to the “Permissions” section.
On Safari for Desktop
When accessing a page that requests access to your microphone or camera for the first time, you will be presented with a popup like the following (click on Allow).
The permissions currently set in your browser can be seen (and modified) by clicking “Safari” in the top left corner of your screen, and selecting “Settings for this website”. A popup will appear in the top center of the screen and you should ensure both “Camera” and “Microphone” are set to Allow.
On Microsoft Edge for Desktop
When accessing a page that requests access to your microphone or camera for the first time, you will be presented with a popup like the following (click on Allow)
The permissions currently set in your browser can be seen (and modified) by clicking on the lock icon on the left side of the URL
Which will open a list of permissions for the website. Make sure that Camera and Microphone are set to Allow (note that only one of the two might be visible).
On Safari for iPhone and iPad
When accessing a page that requests access to your microphone or camera for the first time, you will be presented with a popup like the following (tap on Allow)
The current settings can be seen and changed from the Settings app. Scroll down and tap on Safari
Scroll down to the “Settings for websites” section. You can change the Camera and Microphone settings by tapping on them.
On all other browsers for iPhone and iPad
When accessing a page that requests access to your microphone or camera for the first time, you will be presented with a popup like the following (tap on Allow)
The current settings can be seen and changed from the Settings app. Scroll down to the browser in use and tap on it
Ensure Microphone and Camera permissions are turned on (note that they might not both be visible)
On Chrome for Android
When accessing a page that requests access to your microphone or camera for the first time, you will be presented with a popup like the following (tap on Allow)
The permissions currently set in your browser can be seen (and modified) by tapping on the lock icon on the left side of the URL
Tap on Permissions
Ensure that Camera, Microphone, and Audio are Allowed (not all of them might be visible).
On Firefox for Android
When accessing a page that requests access to your microphone or camera for the first time, you will be presented with a popup like the following (check Remember decision, and then tap on Allow)
The permissions currently set in your browser can be seen (and modified) by tapping on the lock icon on the left side of the URL. Note that in recent versions of Firefox for Android, the URL is at the bottom of the screen.
Ensure that Camera and Microphone are Allowed (not all of them might be visible). If they are not, the value of these options can be changed by tapping on it.
On Microsoft Edge for Android
When accessing a page that requests access to your microphone or camera for the first time, you will be presented with a popup like this (tap on Allow)
The permissions currently set in your browser can be seen (and modified) by tapping on the lock icon on the left side of the URL
Ensure that Microphone, Camera, and Sound are Allowed (not all of them might be visible). To change these values, tap on them, and then again in the next popup.
