Why isn't my sound / microphone / camera working?

Steps to resolve Video and Audio issues, control mute/unmute, and push-to-talk.

Can't Hear Anything?

Camera / Video Avatar not working? (Camera Browser Permissions)

The Setup sounded good but I can't hear anything in the space?

Audio Settings & Controls in Spaces (Microphone & Camera On/Off)

Camera & Microphone Control in Spaces

Changing Broadcast Distance (if applicable)

Push-To-Talk

Vatom Spaces work best with Google Chrome browser. You may experience issues with Safari

Troubleshoot Audio & Video Settings

Audio / Headphones

Can’t hear anything?

  • Check that your headset is plugged in or connected.

  • Check that your headset is set as the default device on your computer

  • Check that the volume on your computer is not muted or the volume setting is not turned down.

  • If this does not solve the problem click on the chat icon bottom right and speak with our support staff

Microphone

Microphone does not respond?

  • Check that you have given browser permissions. Click "Allow" when the Microphone Permissions popup appears or click the Lock icon next to the URL in Chrome to change permission settings.

    google chrome microphone permissions popup
  • If using an external microphone, check that it is connected and powered on

  • Check that your preferred microphone is set as the default for your device

  • Check that no other Video Conference or 
  • If this does not solve the problem click on the chat icon bottom right and speak with our support staff

Video Camera Setup

Video feed not displaying? Please use Google Chrome browser and not Apple Safari. 

  • Check that you have given browser permissions. Click "Allow" when the Chrome Permissions popup appears or click the Lock icon next to the URL in Chrome to change permission settings.

  • If using an external camera, check that it is connected properly and powered on.

  • Check that your preferred camera is set as the default for your device

  • If you are using a virtual camera like SnapCam or OBS, please make sure that it is running and selected as the default on your device.

  • If this does not solve the problem click on the chat icon bottom right and speak with our support staff.

You can change your Camera Input and Microphone Input later while in Spaces. Do this in the Audio/Video tab of your Profile Settings (Bottom Left)

If you are seeing the above error message, it is because of a permissions problem with Safari Browser. We recommend using Google Chrome for the best experience in Vatom Spaces.

To allow camera permissions in Safari:

  1. Safari > Preferences
  2. Choose "Websites" Panel > Camera
  3. "Allow" spaces.vatom.com to access the camera

Steps to resolve video and audio issues

By joining Vatom Spaces, the browser will automatically detect your default camera and microphone. 

Step 1: Video & Audio Controls are located in the bottom Control Bar.
  • Video On/Off: Make sure the camera is on (green icon = on, red icon = off)
  • Mute/Unmute: Make sure you are not muted, and the volume on your device is turned up.

Each space may have a different default Mute/Unmute setting. Toggling Mute/Unmute can sometimes resolve microphone issues when moving between different spaces. 

 

The setup sounded good but now I'm in the space and I still can't hear anything or anyone

Spaces use Spatial Audio, meaning the closer you are to someone or something, the louder it is going to be. As you walk away it will get quieter.

  • If something is very faint or too quiet, try moving closer.
  • If something is too loud, try backing away. 

Clicking "Stage View" will provide a full audio experience for a defined Main Stage Event without Spatial Audio.

Audio & Video Settings within Spatial Web

Step 2: You can change your audio input/output in your Profile Settings by clicking your profile icon in the bottom-lefthand corner of the screen, to the left of the Video On/Off button.

In the righthand-side tab that opens, select Audio & Video then choose your Input and Output of your desired Camera, Microphone, and Headset.

In rare cases, you may have the correct input/output but toggling them on and off can reset it. 

 

Step 3: Make sure your Microphone and Camera Permissions are allowed by your Google Chrome browser. Click the lock icon on the top left of the URL. When this opens, make sure your Camera and Microphone are checked and Active for this page.

Step 5: If you are using a VPN, turn off the VPN and reconnect.

Step 6: Clear your cache and cookies and restart your computer. 

Google Chrome
Safari (iOS)

Controlling Camera and Microphone in Spaces

The Control Bar at the bottom of the Spaces screen allows you to turn your camera on and off, mute/unmute your microphone and much more. 

Camera On/Off

Clicking "Camera On" turns on your webcam and displays it as a circle above your avatar in Spaces. Anyone around you can now see your webcam. Click "Stop Video" to remove your video avatar and close the webcam.

Mic On/Off

The Mute/Unmute button in the Control Bar allows you to quickly mute and unmute your microphone in Spaces. When Muted, your avatar will show a red circle around it (pictured below). When speaking, your avatar will emit a halo as you speak (pictured above).

Push-To-Talk

Pressing and holding the Spacebar activates "Push-To-Talk", meaning the microphone will activate or de-activate only while holding down the spacebar.

We recommend leaving your microphone on "Mute" by default to prevent echo and room noise.

Changing Broadcast Distance (if applicable)

To unlock this context menu, you’ll need to install the Broadcast plugin, via the plugin menu in your administrator toolbar.

Once installed, any user with the permissions to do so can change the distance at which their a/v sources are sending.

The 3 Contexts

Near Me - Your sources will be visible/audible only to the area directly around you (pro tip:: mousing over your avatar will make this radius visible)

Everywhere - Assuming the user has permissions, their sources will be audible/visible throughout the entire space. 

Zone - Same concept as *Everywhere* but confined to the current zone your avatar is standing in (learn more about zones here).

These 2 modes differ a bit from *Near Me* context in a couple key ways
- Whereas your webcam displays on your avatar when you’re in **Near Me** mode, when in any other context, it will display in a pop-up modal instead.
- A persistent toast will display at the bottom of your UI whenever you're in either of these contexts, to ensure you're continually aware of where you're being heard/seen in the space.