Here are some audio and visual difficulties that arise in Chrome and Firefox browsers, as well as solutions to help you overcome them during remote support session.

This error will happen in Windows if audio and video are disabled in your Windows device manager. On Mac OS, this error happens if another Firefox tab is using your audio and video devices. On the other hand, this error may happen due to hardware malfunctions at the OS, browser, and webpage levels.

These errors may also happen due to OS-level permissions in Mac OS Mojave. Please refer to the relevant section on this page.

Solutions:

1. Close any applications that use the camera or microphone and then refresh to gain access.

2. Switch out the microphone and camera.

Not Found Error or Devices Not Found Error

Solution:

Please use external audio devices like headset or earphones.

This error will be shown if your hardware does not fulfill a set of requirements.

Solution:

To troubleshoot video issues, please check your device's camera.

(Also shown as Permission Dismissed, Media Device Failed to shutdown, and Media Device Kill Switch on)

This error occurs if you have denied access to Zoho Lens to use your microphone and camera.

Solutions:

Enable camera and microphone access.

Chrome

Firefox

Edge

Mac OS Mojave 10.14 - OS level permissions
  

Errors in this category are as follows:

Solutions:

Enable access to your camera and microphone.

Track ended   or Error in using the chosen camera or microphone

This error occurs when there is no longer any audio/video data to be streamed. It may occur if media devices are disconnected by a user or revokes access to them.

This error may also occurs when certain extensions added to your browser blocks WebRTC calls.

Solutions:

1. Restart your browser or computer and try again.

2. Please contact our customer support team.