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Video/Audio Issue During the Call on the participant's End

Can’t see or hear the participant during the Call

The host is on the call but can’t see the participant and this can be due to several reasons. 

Video/Audio Tests

Have the participant test the screen (pconnect.live/test) to help them setup their camera. Refer

Run precall setup

Send the participant to: https://pconnect.live/test

Tips to resolve common video/audio issues

If they are having issues, here are a few things to try:

Have them restart their browser: Sometimes the participant's browser doesn't connect to the webcam properly. Have them restart their browser to give it another opportunity to connect. 

Did customer give permission to access webcam?
The first time a participant checks in, their browser will request permission to access their webcam and microphone. If they denied access, the user won't see their video.

Restart computer Sometimes other video programs (e.g. Skype, Facetime) can block access to the camera. Have the participant restart their computer or close these programs.

Do they have the correct camera selected?
If a computer has multiple webcams, the wrong one may be selected. 

Does the participant have a webcam?

Sometimes a participant tries to use a computer that doesn't have a webcam, or it's not plugged in or turned on. Make sure they have a working camera, and it is functional.  

Is something covering their webcam?

Some webcams have a privacy shield, make sure it isn't covering the camera.

Check antivirus, firewall or parental settings

If the participant has antivirus, firewall, or parental control software installed, make sure that http://pitcher.com is allowed to access and share their camera. 

Is their browser up to date?

Their browser should updated to the latest version

Change the browser

If the participant’s current browser isn't working, try using a different browser. 

Note following a recent update: Monterey is the operating system (like Windows), and Safari is the Browser (like Chrome/Firefox).
If the user is using a Mac with the newest Operating System, then the user needs to give Chrome/Firefox access to the camera in Preferences > Privacy and Security > Camera/Microphone. 

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