--- title: Mursion Magic - Troubleshooting description: Quickly resolve common issues with Mursion Magic Simulations --- [Skip to content](https://support.mursion.com/knowledge/mursion-magic-troubleshooting#main-content) English Show submenu for translations [Submit a Support Ticket](https://support.mursion.com/knowledge/kb-tickets/new?hsLang=en) [![mursion\_mark\_full-color\_standard\_1000pxw.png\]](https://support.mursion.com/hs-fs/hubfs/mursion_mark_full-color_standard_1000pxw.png?height=28&name=mursion_mark_full-color_standard_1000pxw.png)](https://support.mursion.com?hsLang=en) Open main navigation Close main navigation - English Show submenu for translations - [Submit a Support Ticket](https://support.mursion.com/knowledge/kb-tickets/new) - [Go To Mursion Portal](https://portal.mursion.com/) [Go To Mursion Portal](https://portal.mursion.com/) Mursion Knowledge Base - There are no suggestions because the search field is empty. 1. 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[Mursion Session Troubleshooting](https://support.mursion.com/knowledge/for-it-teams?hsLang=en#mursion-session-troubleshooting) # Mursion Magic - Troubleshooting ## Quickly resolve common issues with Mursion Magic Simulations This article is for in-simulation support.  For scheduling assistance, see our articles on [scheduling](https://support.mursion.com/knowledge/scheduling-a-simulation?hsLang=en), [rescheduling](https://support.mursion.com/knowledge/rescheduling-a-simulation?hsLang=en), or [canceling](https://support.mursion.com/knowledge/how-do-i-cancel-a-session?hsLang=en) your simulation.   ### Table of Contents [Before Your Simulation](https://support.mursion.com/knowledge/mursion-magic-troubleshooting#BeforeYourSimulation) [Supported Devices & Browsers](https://support.mursion.com/knowledge/mursion-magic-troubleshooting#SupportedDevicesBrowsers) [Connection Issues During Your Session](https://support.mursion.com/knowledge/mursion-magic-troubleshooting#ConnectionIssuesDuringYourSession) [Waiting For Avatar](https://support.mursion.com/knowledge/mursion-magic-troubleshooting#YourAvatarWillConnectShortly) [Microphone and Camera Permissions](https://support.mursion.com/knowledge/mursion-magic-troubleshooting#MicCamPermissions) [Selecting Your Audio and Video Devices During Simulation](https://support.mursion.com/knowledge/mursion-magic-troubleshooting#SelectingYourDevicesDuringSimulation) [Reviewing Scenario Information](https://support.mursion.com/knowledge/mursion-magic-troubleshooting#ReviewingScenarioInformation) [Navigation During Your Simulation](https://support.mursion.com/knowledge/mursion-magic-troubleshooting#NavigatingDuringYourSimulation) ### Before Your Simulation 1. Make sure that you’re in a quiet, private space (or as close to that as you can get!) These simulations are about having difficult conversations and external distractions will detract from your simulation experience. 2. It is recommended that you use a desktop or laptop computer to connect, and wear headphones, to better hear the simulation. A microphone attached to a headset is ideal, but a laptop microphone will work as well. 3. To avoid disconnection issues, we recommend connecting via a wired internet connection from a laptop or desktop computer. [Return to Top](https://support.mursion.com/knowledge/mursion-magic-troubleshooting#ReturnToTop)   Supported Devices & Browsers Mursion Magic will run on [the following devices & browsers](https://support.mursion.com/knowledge/what-browsers-are-supported-by-mursion?hsLang=en). [Return to Top](https://support.mursion.com/knowledge/mursion-magic-troubleshooting#ReturnToTop) ### Connection Issues During Your Session If you have connectivity issues joining your Mursion Magic simulation, you may see the following error message: ![Screenshot 2024-08-09 at 1.46.12 PM](https://support.mursion.com/hs-fs/hubfs/Screenshot%202024-08-09%20at%201.46.12%20PM.png?width=551&height=338&name=Screenshot%202024-08-09%20at%201.46.12%20PM.png) If this occurs, please try the below steps to troubleshoot your connection.  - Verify you are connected to a strong internet connection. If you have an alternate internet connection to use, please try a different internet connection - Rejoin your simulation. This can be done by: - Reloading the page - Exiting the session to your dashboard and rejoining the session - [Instructions on how to join a session.](https://support.mursion.com/knowledge/how-do-i-join-a-session?hsLang=en) - Verify that you are using a [supported browser and device](https://support.mursion.com/knowledge/what-browsers-are-supported-by-mursion?hsLang=en). - Close your browser and relaunch your session.  - Attempt to connect with a different browser. **If the issue persists after trying these steps, contact support at support@mursion.com for further troubleshooting assistance. ** [Return to Top](https://support.mursion.com/knowledge/mursion-magic-troubleshooting#ReturnToTop)   Waiting For Avatar If you have joined your simulation, you may see this message upon initially joining: "Your avatar will connect shortly....". This indicates that your avatar is still getting prepared for the simulation. Please wait a few minutes for your avatar to connect and your simulation to begin.  ![Screenshot 2024-08-09 at 1.54.14 PM](https://support.mursion.com/hs-fs/hubfs/Screenshot%202024-08-09%20at%201.54.14%20PM.png?width=688&height=404&name=Screenshot%202024-08-09%20at%201.54.14%20PM.png) Your connection can timeout if you join a session too early, preventing you from being connected to your Simulation Specialist. If your session start time has passed and you are still waiting on a screen telling you "Your Avatar Will Connect Shortly...", we recommend rejoining the simulation. This can done by: - Reloading the page - Exiting the session to your dashboard and rejoining the session - [Instructions on how to join a session.](https://support.mursion.com/knowledge/how-do-i-join-a-session?hsLang=en) **If the issue persists, contact support at support@mursion.com for further assistance.** [Return to Top](https://support.mursion.com/knowledge/mursion-magic-troubleshooting#ReturnToTop) ### Microphone and Camera Permissions If you have never used Mursion Magic before to experience one of our simulations, when entering your simulation, you will need to give your browser permission to access your camera and microphone. You may also need to check these settings if you have received the following error message. ![](https://support.mursion.com/hs-fs/hubfs/image-png-Oct-01-2024-09-25-25-9268-PM.png?width=483&height=300&name=image-png-Oct-01-2024-09-25-25-9268-PM.png) One of the following popups might appear in the upper left corner of your browser. If not, navigate to the small lock button to the left of your URL bar to open the popups. Click **Allow.** **Note: If you do not click allow, you will not be able to join the simulation. ** **Chrome** **![](https://lh7-us.googleusercontent.com/docsz/AD_4nXc7Y_iymqdltAdJWcnkEZs0cC_tt8wKN9E3ZsJ3d_e99IePe18DHDy5Mk0Q_ihHdnWtsstaPWEDKJ3FKs1L_fSQxy4hfGI-8zv8gOdLshJyA1AMQB3cLI5Abj2AyaziHlNIr8YLkn0CCjU_DPYP2_A92Gc?key=0jH8PB1akIck1v-noE96hw)** **Microsoft Edge** **![](https://lh7-us.googleusercontent.com/docsz/AD_4nXcDxr6KpncusEbA7fs_DR0_DLTCZlD1Euj_vPAXTK-ptSBiWW5zUtR6SDOYcHXgDcnNH2OVXHks2xH7s4q93M5eOHnwI5b5RdmXV5Ct_t047t9XijZkcQRXxeEXNe5mhvB8lnPxWIdJQscQHanaJM1Jp_k?key=0jH8PB1akIck1v-noE96hw)** If you do not receive an automatic pop-up to give the device permissions, you can click on the small settings icon just to the left of your URL bar and give permissions there. [Return to Top](https://support.mursion.com/knowledge/mursion-magic-troubleshooting#ReturnToTop) ### Selecting Your Audio and Video Devices During Simulation **Note:** Mursion Magic has a background blurring feature. This feature is currently in alpha.  1. Once you have joined the simulation, the right side-panel will allow you to select and test your Microphone and Speakers devices. To do this, click on the gear icon. The default devices will match your system's defaults initially. 1. Use the dropdowns to select a different microphone and speakers if necessary. 2. Before joining the simulation, please click **Test** on the Mic Test and the Speaker test to confirm they're working properly. ![](https://support.mursion.com/hs-fs/hubfs/undefined-Mar-18-2022-08-01-02-13-PM.png?width=364&height=661&name=undefined-Mar-18-2022-08-01-02-13-PM.png) 2. At the bottom of the right side-panel, you can toggle your audio and video settings. Toggling the **microphone icon** will mute and unmute your microphone, toggling the **camera** **icon** will activate and deactivate your camera. Clicking the **END** button will end the simulation. [Return to Top](https://support.mursion.com/knowledge/mursion-magic-troubleshooting#ReturnToTop) ### Reviewing Scenario Information 1. Once you enter the Mursion Magic platform, the right side-panel will display information about your simulation under the "i". You can review the session information here. ![](https://support.mursion.com/hs-fs/hubfs/undefined-Mar-18-2022-08-01-02-59-PM.png?width=366&height=670&name=undefined-Mar-18-2022-08-01-02-59-PM.png) [Return to Top](https://support.mursion.com/knowledge/mursion-magic-troubleshooting#ReturnToTop) ### Navigation During Your Simulation You can read more about [navigating Mursion Magic here](https://support.mursion.com/knowledge/mursion-magic-during-your-simulation?hsLang=en). 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