If you can't hear or see the other person during a Nearo session, it's usually related to device settings, permissions, or connectivity.
Check the other person's tile
The fastest check is what their video tile is telling you. The tiles are in the middle of the call window, above the controls bar.
A red slashed microphone icon next to their name means they are muted. Ask them to click Unmute in the controls bar, the dark gray strip along the bottom of their call window. The Mic button is at the left on the desktop apps and in the middle on the guest web app.
If their tile shows their initials instead of video, their camera is off. Ask them to click Start Video, the Camera button next to Mic in the controls bar.
If their screen says the camera is unavailable, another app may be using their camera, or their browser was not given permission to use it.
Ask them to check their selected microphone and camera.
Check your audio and video devices
The most common cause on your side is that the wrong speaker, microphone, or camera is selected.
Click the small arrow next to the microphone button in the controls bar and make sure the right speakers or headphones are selected under Select a speaker.
Check your computer's or device's volume. Nearo has no volume control of its own.
Make sure the correct microphone and camera are selected in the same device menus, so the other person can hear and see you too.
Try speaking and listening to see if audio levels respond.
ℹ️ In Safari, including on iPad, you cannot choose a speaker in Nearo. The speaker section reads "Your device chooses where sound plays. Change it in your device's sound settings." Check the device's volume and its sound settings instead.
Make sure Nearo has permission to use your camera and microphone
Your computer may be blocking access to your devices.
Check your system settings to confirm Nearo is allowed to use the microphone.
Check your system settings to confirm Nearo is allowed to use the camera.
If prompted during the session, choose Allow for both camera and microphone access.
🔔 If permissions were denied earlier, you may need to restart Nearo after updating the settings.
If the video looks blurry
Nearo lowers video quality on purpose in a few situations, and it recovers on its own.
Click the three dots at the right end of the controls bar, next to the red End Call button, and check that Data Saver is not selected on your side. In the Nearo desktop app, it is under Calls. In the small floating window, the three dots (Options) are at the right of its top row.
Ask the other person to check Data Saver on their side too. Video quality is lowered when it is on for either of you.
Quality also drops while a screen is shared, while a notebook is open, and when the connection is weak. It improves again when the share or notebook ends or the connection recovers.
Test your internet connection
Audio and video issues can happen when the connection is slow or unstable.
Make sure you are connected to a stable internet network.
Avoid using Nearo on public or shared Wi-Fi when possible.
Close other apps or browser tabs that may be using a lot of bandwidth.
You can use Fast.com to quickly check your download and upload speeds.
For Nearo to work reliably, Fast.com should show:
At least 5 Mbps download speed
At least 5 Mbps upload speed
ℹ️ Speeds below this can cause delayed audio, frozen video, and dropped connections.
Restart Nearo and your devices
A quick restart often resolves temporary issues.
Close Nearo completely and reopen it.
Unplug and reconnect your microphone, headphones, or camera if you use external devices.
Restart your computer if problems continue.