Note: If you don’t have time to troubleshoot it can be quickest to switch devices! Icebreaker is fully mobile-compatible, so you can always switch to your phone.

Something temporary might be impacting your system / settings. If you haven’t already, please try refreshing your browser! It won’t cause issues with the event or game - you’ll come right back to where you started.

You may have another application running that’s using your hardware. Try closing out all other applications (Zoom, GoToMeeting, Skype, etc.), then refreshing your browser. This can extend to applications running in the background – make sure they're fully closed out!

Hardware issue: There may be no microphone or camera installed, your camera may be physically blocked, or your hardware may have detached. Please double-check for us!

Have multiple devices? Your browser might be trying to use the wrong device. To change your device input, navigate to the device settings gear within your Icebreaker event. This appears on the left side of your screen (beneath your event details) when you're in the main event room, and on the top right corner of your screen when in games.

From the dropdowns, select your preferred camera and microphone. Preview your video in the top right of the window, test your microphone by clapping your hands, and assess your speaker by clicking the button to play a test sound.

Your browser permissions might not be set up.  Permissions are different depending on your browser: In Chrome and Firefox you can click on the little “lock” or camera icon right next to the icebreaker web address and you should get a pop up to change your settings.  Set the permissions on both the camera and microphone to “Allow.” Don’t forget to reset your browser afterward!

In Safari, you’ll want to have Icebreaker.video open, then in the toolbar select Safari > Preferences, then click Websites. From there, click Camera or Microphone and find Icebreaker.video in the list of open websites. Choose “Allow” for Icebreaker to enable access to your hardware.

Your operating system privacy settings may be blocking access to your hardware. These are separate from your browser’s permissions and vary by operating system:

Windows

  1. Select Start  > Settings  > Privacy  > Camera (or Microphone for mic settings)
  2. Choose your preferred setting for “Allow apps to access your camera / microphone.”
  3. Under Choose which apps can access your camera / microphone, turn the individual settings for apps On or Off.

MacOS

  1. Select Apple menu > System Preferences, click Security & Privacy, then click Privacy.
  2. Click Camera (or Microphone for mic settings)
    Select the checkbox next to an app to allow it to access your hardware. 

iOS (iPhone and iPad)

  1. Select Settings > Safari > Camera (or Microphone) in the Settings for Websites subheading
  2. Choose “Ask” or “Allow” to enable your hardware

Android Devices

  1. Open the Chrome app
  2. To the right of the address bar, tap More. Settings.
  3. Tap Site Settings
  4. Tap Microphone or Camera
  5. Tap to turn the microphone or camera on or off


Your Antivirus software or Ad Blocker might be blocking hardware access. If your antivirus security settings are strict it can often block new sites. Each software is different - we recommend adding Icebreaker.video to the whitelisted URLs.

Your internet connection might be weak. You can test by trying to play a youtube video - if it isn’t coming through the issue is probably with your internet connection. Try resetting your router!

None of these work?  The quickest fix is to try a different browser (we recommend Chrome, Firefox and Safari). We’d also really appreciate it if you would let us know what happened - we’ll have our engineering team take a look and see if we can’t prevent the issue on our side.


Check out our help center for more info!

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