Troubleshooting audio/video issues (Mac)

If you're experiencing issues with audio, video, microphone, or camera when attending or hosting an event on a Mac, follow these steps to resolve the problem.

Troubleshooting audio issues

Check browser mute settings: Ensure the browser tab where the event is open is not muted. Right-click the tab and select Unmute Site if necessary.

Check speaker volume: Ensure your speakers are not muted, and the volume is turned up.

Check sound output settings: Go to System Preferences > Sound > Output. Ensure the correct output device (e.g., speakers or headphones) is selected.

Troubleshooting video issues

Check internet connection: Poor video playback is often due to a weak internet connection. Use a strong WiFi connection or, preferably, connect via ethernet. The recommended internet speed is 30+Mbps upload and download.

Connectivity settings: Issues may also arise from blocked TCP/UDP ports, especially if you're on a corporate network or behind a firewall. To learn more, refer to our guide on Network connectivity settings.

Third-party extensions: Third-party extensions can block some RingCentral Events interface elements. Open the event in Incognito mode (Command + Shift + N on Chrome) or a Private tab (Command + Shift + P on Firefox) to bypass potential extension issues.

Troubleshooting microphone and camera issues

Close other programs: Ensure that other programs that might use the microphone or camera, like Zoom or Microsoft Teams, are closed.

Check privacy settings: MacOS privacy settings require specific permissions for the camera, microphone, and screen recording to be enabled. 

• Camera: Go to System Preferences > Security & Privacy > Privacy > Camera. Ensure your browser is checked to allow camera access. For detailed steps, refer to Apple Help Center.
• Microphone: Go to System Preferences > Security & Privacy > Privacy > Microphone. Ensure your browser is checked to allow microphone access. For detailed steps, refer to Apple Help Center.
• Screen Recording: Go to System Preferences > Security & Privacy > Privacy > Screen Recording. Ensure your browser is checked to allow screen sharing. For detailed steps, refer to Apple Help Center.

Allow browser permissions: When joining a screen, the RingCentral Events needs access to your device’s camera and microphone. You should be automatically prompted to grant these permissions. Follow instructions below to enable browser permissions manually if needed.

• To enable browser permissions manually in Chrome:

  1. To the left of the event URL, click View site information .
  2. Toggle Camera and Microphone on.
     
  Tip: Alternatively, enter the following URL in Chrome: chrome://settings/content/siteDetails?site=https%3A%2F%2Fapp.events.ringcentral.com%2F. Under Permissions, ensure Camera and Microphone are set to Allow.
  

• To enable browser permissions manually in Firefox:

  1. To the left of the event URL, click the Camera icon (if available).
  2. Optionally, select Remember this decision to save your preferences for future sessions.
  3. Click Allow.
     

  Alternatively:

  1. Click the Padlock icon and go to Connection secure.
     
     
     
  2. Click More Information.
     
     
     
  3. In the new window, go to the Permissions tab. Under Use the camera and Use the microphone, clear the Use Default check box and select Allow.