Common Audio and Video Issues

Issue:

1. Can't see or hear my partner
2. My partner can't see or hear me

Steps To Resolve Audio Issues:

1. Sometimes reloading the tab with the Unify Challenge fixes audio and video issues. Please try reloading the tab and see if that fixes the issue.
2. Are you using Bluetooth headphones / speakers?
   1. Check to see that your headphones/speakers are connected to the right source (i.e. not connected to your phone or something other than the computer you are using for the challenge.)
3. Do you have the volume for your speakers muted by accident, or set too low?
   1. Could you hear the opening videos before you were paired with your partner?
4. Did you allow our video platform to have access to your mic?
   1. See "Allowing Access to Your Mic and Camera" (below)
5. Are you using something other than a desktop or laptop computer or a Chromebook?
   1. The Unify Challenge may not work as expected on a phone or iPad. 

Steps To Resolve Video Issues:

1. Sometimes reloading the tab with the Unify Challenge or Deep Dive fixes audio and video issues. Please try reloading the tab and see if that fixes the issue.
2. Verify that you don't have another program running that might have control of your camera, like Zoom
3. Verify that you don't have a shutter or something else covering the camera on your laptop
4. Did you allow our video platform to have access to your camera?
   1. See "Allowing Access to Your Mic and Camera" (below)
5. Are you using something other than a desktop or laptop computer or a Chromebook?
   1. The Unify Challenge and Deep Dive may not work as expected on a phone or iPad. 

Other possible solutions

• If all else fails, open the Unify Challenge/Deep Dive link from your email in a different web browser

Allowing Access to Your Mic and Camera

Sometimes our video platform won't find the correct mic or camera on your computer. 

1. To allow access to your mic and camera, click the settings wheel to the right of the microphone icon on the video call, on the left side of the browser window.
   
   

2. Stay on the "Video and Audio" tab in Settings and select and test which camera and microphone on your device you would like to use.
   
   

    

3. After you verify that the correct mic and camera are selected, "X" out of settings and return to the call, and click "Join Meeting" to connect with your partner!