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Troubleshooting Guide

This is a list of likely solutions to try, starting with the most likely.

Other Apps

  • Close all other video conferencing software (ex. Zoom, Meets etc.) and then refresh.

Mac Troubleshooting

  • For Macs, you may need to enable camera permissions. Head to the System Preferences

  • Next select Security & Privacy

  • Finally, select Camera and check the box for Chrome and or the SoWork app
    Note: You should also check your microphone settings and give SoWork permission as well!

Windows Troubleshooting

  • In Windows, your permissions should default be turned on. To make sure you have given access, open your settings.

  • Select privacy and look under app permission in the left-hand toolbar.

✨ Commonly this issue can occur either when your OS updates, or the SoWork app updates. If you notice you have lost your ability to screen share after an update check your permissions first!

Browser Related

  • Ensure your Chrome browser is up to date. Click the 3 dot menu in the top right, then help, then About Google Chrome to check for updates

Allow SoWork access to your camera and mic

  • Select the "lock" 🔒 icon in Chrome near the URL of the page

  • In this menu make sure both Camera and Video permissions are toggled on

  • Hard refresh your browser by holding 'shift' and hitting refresh

In-App Setup

  • Select the same Camera, Mic, and Speaker inputs you use in other apps (like Zoom). Head to the Help icon (looks like a "?"), click Audio and Video and make a selection. If you don't see the Help icon, click the three dot icon and look for "Get Help". You may need to select different mic and camera options to test and find the right one. Please refresh the browser once you do so.

  • Ensure your mic is not muted and your camera is not turned off by clicking the icons underneath your video tile.


  • Ensure you headphones and mic are plugged in and on.

If this didn't solve your problem, reach out to us by clicking the smile icon in the right corner of this page! Or submit a feature request here!

Related Resources 🙇

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