I see a grey box instead of the other person

Tell us what happened!

If your video chat box is gray, please make sure to ALLOW the use of camera and microphone.

If you do not see the above option popping up anywhere on your screen, please follow this guide to make sure you have given proper permission to use the video chat:

Click on the left triangle if you’re using Chrome as a browser on a computer or laptop

If you want to block a website from accessing your mic or camera or allow a website to access either of them, you can do so under Chrome's settings menu.

1. Open Chrome and select the three vertical dots in the upper-right corner.

   

2. Select Settings.

   

   You can use a keyboard shortcut to access the Settings menu. On Windows, press Alt+F or Alt+E, or F10, followed by the Spacebar. On a Mac, press Command+, (comma).

3. Choose the Privacy and security section.

   

4. Scroll down and select Site Settings.

   

5. In the Permissions section, select Camera, ****which contains the Camera and Microphone options.

   

6. Activate the Sites can ask to use your camera option. Repeat the process for the microphone and activate the Sites can ask to use your microphone option.

   

Click on the left triangle if you’re using Windows system (computer, laptop, or tablet)

How to control which apps can use the camera

1. Do one of the following:
   • In Windows 10, go to Start  > Settings  > Privacy  > Camera.
   • In Windows 11, go to Start  > Settings  > Privacy & security > Camera.
2. In Windows 10, ensure that Camera access for this device, Allow apps to access your camera, and the individual toggle for the Microsoft Store app you wish to use is turned on. If you do not see the app or website you're looking for in the list, it's likely a desktop app. Desktop apps cannot be individually toggled, but access for those apps can be controlled using Allow desktop apps to access your camera.
3. In Windows 11, ensure that Camera access, Let apps access your camera, and the individual toggle for the Microsoft Store app you wish to use is turned on. If you do not see the app or website you're looking for in the list, it's likely a desktop app. Desktop apps cannot be individually toggled, but access for those apps can be controlled using Let desktop apps access your camera.

For more info about controlling camera access on your device, see Manage app permissions for your camera in Windows.

How to control which apps can use the microphone

1. Do one of the following: ◦ In Windows 10, go to Start  > Settings  > Privacy  > Microphone. ◦ In Windows 11, go to Start  > Settings  > Privacy & security > Microphone.
2. In Windows 10, ensure that Microphone access for this device, Allow apps to access your microphone, and the individual toggle for the Microsoft Store app you wish to use is turned on. If you do not see the app or website you're looking for in the list, it's likely a desktop app. Desktop apps cannot be individually toggled, but access for those apps can be controlled using Allow desktop apps to access your microphone.
3. In Windows 11, ensure that Microphone access, Let apps access your microphone, and the individual toggle for the Microsoft Store app you wish to use is turned on. If you do not see the app or website you're looking for in the list, it's likely a desktop app. Desktop apps cannot be individually toggled, but access for those apps can be controlled using Let desktop apps access your microphone.

Click on the left triangle if you’re using mobile phones

Allow access to microphone and camera on iOS devices

1. When you are using the voice/video call for the first time, tap 'OK' on the pop-up asking for permission.
2. If you want to allow access after selecting 'Don't Allow’, you must make changes to your device settings.
   1. Open Settings on your device.
   2. Tap the browser app you’re using from the list.
   3. Under 'ALLOW [app name] TO ACCESS' turn on 'Microphone' and 'Camera'.

Allow access to microphone and camera on Android devices

1. When you are using the voice/video call for the first time, tap 'Allow' on the pop-up.
2. If you want to allow access after selecting 'Deny', you must make changes to your device settings.
   1. Select 'Settings > Apps > [the browser app you’re using]' on your device.
   2. Select 'Permissions' in App info.
   3. Allow access to 'Microphone', 'Phone', and 'Camera'.

Click on the left triangle if you’re using Safari on any Apple devices

On MacOS

In the menu bar, select Safari -> Preferences, then click the Websites tab. In the list on the left, select Camera. Find coachart.secure.force.com and be sure the camera permissions are set to either Allow or Ask. Next, go to the Microphone section and do the same thing.

Now, refresh the page, if you see the popup, select Allow

On iPadOS

In Safari, tap the AA letters on the left side of the address bar, and select Website Settings:

Set Camera and Microphone to Allow or Ask:

Now, refresh the page. If you see the popup, select Allow

Safari on iOS

Camera permissions should not be an issue on iPhones -- let us know if they are! However, if you're trying to do an audio response and can't get Safari to access your microphone, these steps should help:In Safari, tap the AA letters on the left side of the address bar, and select Website Settings.

Set Microphone to Allow or Ask.

Now, refresh the page, if you see the popup, select Allow

Please note, after you give the proper permission, please refresh/reload the page. If you still see a gray box or having troubles after giving permissions and reloading, please let us know:

• Take screenshots or a video of steps leading up to the error/bug
• Note your device, browser/app type, operating system version, if possible
  • For example: iphone, Safari, iOS 15.6.1
  • Where to find the operating system version
    1. Windows
       1. Click Start , then go to Settings  > Update & Security > Windows Update.
       2. Click Check for updates.
    2. Mac/Macbook
       1. On the main screen, click the Apple icon.
       2. Select System Preferences.
       3. On the next page, check Version Name and Version Number.
    3. Android
       1. Go to the Settings app on your mobile device.
       2. Tap About Phone or About Device.
       3. Check Android Version.
    4. iphone/ipad
       1. Open the Settings app.
       2. Go to General > About.
       3. Check the Software Version.
• Then, share the above information with [e-mail]
• Or, click "Submit a Request" on the top right corner of this page