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 your audio and video devices
The most common cause is that the wrong microphone, speaker, or camera is selected.
Make sure the correct microphone is selected in Nearo.
Make sure the correct speakers or headphones are selected in Nearo.
Make sure the correct camera is selected in Nearo.
Confirm that your camera is not covered or physically turned off.
Try speaking and listening to see if audio levels respond.
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.
Check if the other person is muted or has video turned off
Sometimes the issue is on the other person’s side.
Ask the other person to confirm they are not muted.
Ask the other person to confirm their camera is turned on.
Ask them to check their selected microphone, speakers, and camera.
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
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.
When to contact Nearo support
If you still can’t hear or see the other person after trying the steps above, contact Nearo support.
Include the following details to help resolve the issue faster:
Whether the issue is audio, video, or both
Your operating system (Windows or macOS)
Whether the other person can hear or see you
Any error messages you see in Nearo