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Human-Powered Simulations — Audio and Video Troubleshooting

This guide walks you through fixing audio and video issues before or during a human-powered Mursion simulation. 

This article covers Audio and Video troubleshooting for human-powered simulations. If you are using an AI simulation, please reference the AI Troubleshooting article. 

Before You Join

  1. When you first launch your simulation, your browser will show a pop-up asking you to Allow or Deny access to your microphone and camera.

  2. Click Allow.

Once you're in, confirm your setup before you join the session:

  1. Click the Settings tab (the gear icon) in the right-hand panel.
  2. Under Select Microphone, Select Speakers, and Select Camera, confirm the right devices are chosen — use the dropdowns to switch devices if needed.
  3. Click Test next to the Mic Test and Speaker Test to confirm both are working before you join.
  4. Once you're in session, toggle your microphone and camera on or off anytime using the icons below Join Session.

 

 

 

 

 

 

 

What Issue Are You Having?


I'm Getting an Error When Joining

If you see the message “We are Sorry! We can't access your camera or microphone!” when trying to join, work through these steps in order:

  1. Check your browser's camera and microphone permissions — make sure you didn't click Block or Deny. Guides: Safari (macOS), Safari (iOS), Chrome, Edge (Windows only).
  2. Relaunch your browser after changing any permission — close it completely, then reopen your simulation.
  3. Close other apps that might be using your camera or microphone, such as Zoom, Teams, or Slack, then rejoin.

  4. If your microphone or camera is disabled at the operating-system level, no browser permission will fix it. Use these guides:

  5. Still stuck? Try a different browser or contact support.

I Can't Hear My Avatar

If you've joined the session but there's no sound coming from your avatar, it's usually a speaker or volume setting rather than a permissions problem:

  1. Open Settings (the gear icon) and confirm the correct device is chosen under Select Speakers.
  2. Check that your computer's volume is turned up and not muted, and that headphones (if you're using them) are properly connected.
  3. Click Test next to the Speaker Test — if you don't hear the test sound, the issue is with your speaker or system audio, not the simulation. If you do hear the test audio, use the Chat to communicate your Simulation Specialist to let them know you are unable to hear them but are able to hear the test sound.

My Avatar Can't Hear Me

If your avatar isn't responding to what you're saying, work through these steps in order:

  1. Open Settings and confirm the correct device is chosen under Select Microphone, then click Test next to the Mic Test to confirm it's picking up sound.
  2. Check your browser's microphone permissions — make sure you didn't click Block or Deny. 
  3. Close other apps that might be using your microphone, such as Zoom, Teams, or Slack, then rejoin.
  4. Verify that your microphone input volume is not muted in your system devices. This is specifically an issue on Windows devices.

    1. Go to the search bar at the bottom of your screen. Type in settings.

    2. On the left, click system, then click sound. 

    3. Navigate to the input section toward the bottom of the page

    4. Look for the microphone icon next to the volume slider. If the microphone icon has a slash through it, click it to unmute the microphone. You can also increase the microphone volume here.

Sound Settings


I Can't See My Avatar 

Black screen

If you've granted camera and microphone access, and you don't see an error message, but the simulation window is just black, this usually means something on your network is blocking the connection — not your device. Try:

  • Switching to a different Wi-Fi network
  • Disconnecting from any VPN
  • Asking your IT administrator to check for network-level blocks 
Waiting for avatar

If you've granted camera and microphone access, and you see a message saying "Waiting for avatar", wait a few minutes - your simulation specialist may still be joining the session. If it is more than 2 - 3 minutes after the start time of your session, attempt to leave the session and rejoin it from your Mursion portal. If you continue to see the error, please contact Mursion support for further assistance. 

My Camera Isn't Working

If your avatar's simulation specialist can't see you, or your own camera preview isn't showing, work through these steps in order:

  1. Open Settings and confirm the correct device is chosen under Select Camera.
  2. Check your browser's camera permissions: Safari (macOS), Safari (iOS), Chrome, Edge (Windows only).
  3. Relaunch your browser after changing any permission.
  4. Close other apps that might be using your camera, such as Zoom, Teams, or Slack, then rejoin.

  5. Verify that your camera isn't disabled or physically covered. Some laptops have a keyboard shortcut that turns off the camera, or a small built-in privacy shutter that can be easy to miss by sight alone — run your finger along the camera area to check.