Audio / video issues in calls

Audio and video are central to the Hopps live session experience

If you are having difficulty connecting your audio and video during your Hopps session, please try the following steps to help get you unstuck.

Basic troubleshooting

  1. Double-check that your microphone and camera are not muted or disabled in the session settings panel. A line will appear through the icon if the device is currently muted or paused. Click the icon to turn audio / video on or off.
  2. If you are using external devices, please make sure they are properly connected. If your device connects via Bluetooth, check that it is currently synced.
  3. Check that your microphone is not muted by an on-device button or your computer.
  4. Make sure your web browser is up to date and that no ad-blockers or extensions are blocking microphone or camera access.

Browser permissions

Since Hopps occurs in the browser, your browser must allow the Hopps website to access your camera and audio.

Here is a 3rd-party resource from Upheal that might help debug some browser permission issues with audio / video.

For Mac OS + Google Chrome users:

Due to recent Google Chrome updates, you may need to adjust your privacy settings in order to grant your web browser access to your camera and microphone.

Important: Even if your privacy settings show that permission is allowed by Chrome, recent updates require the need to refresh this setting in order for the permissions to take effect.

Try these steps to help troubleshoot your setup:

  1. Open your device's System Preferences (Shortcut: CMD button + Spacebar, and then type in "System Preferences")
  2. Click on Security & Privacy
  3. Select the Privacy settings
  4. Scroll down and select "Microphone"
  5. Click the lock at the bottom to make changes (you will be prompted for your system password)
  6. Uncheck the box next to Google Chrome (if it is not checked, please check this box)
  7. Click the lock to save the changes (if it was not originally checked, please go to step 11 after this)
  8. Click the lock again to allow changes
  9. Re-check the box next to Google Chrome
  10. Repeat steps 4-9 for both "Camera" and "Screen Recording" (screen recording is needed if you wish to optionally share your screen with your expert during your session).
  11. Click the lock to save the changes
  12. Restart Google Chrome

If this doesn't seem to solve your problem, please try another browser.

Still not working?

If your audio and video connection issues are still not resolved, please reach out to Hopps Support by emailing for further troubleshooting assistance.

Account issues