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Mic, camera and conversation quality: what to do when it stumbles

A Face Up simulation happens through speech, facing an avatar. Here's how to fix the most common blockers.

My mic isn't detected or my camera doesn't work

  • When you start, your browser asks for permission to use the mic and camera. Click "Allow".
  • If you declined by mistake, click the padlock icon to the left of the site address, re-allow the mic and camera, then refresh the page.
  • Check that the mic or camera isn't already used by another app (a video call open at the same time). Close it, then refresh.
  • Check the mic and camera permissions in your computer's privacy settings.
  • Use an up-to-date browser. Face Up works best on Google Chrome.

The camera or mic stays blocked when I open the simulation from my training tool

When the simulation is embedded in your training tool, access to the mic and camera can be restricted. Open the scenario in a new window using the button shown on screen, then start your session from that window.

The conversation cuts out or is choppy

  • Check your internet connection. A wired connection or strong Wi-Fi gives the best results.
  • Close apps that use bandwidth (downloads, other video calls).
  • If you use a VPN or a heavily filtered corporate network, try without it, or let your IT team know.
  • As a last resort, refresh the page and restart the session.

Still stuck

Open a ticket from the help center, mentioning your browser, your system and what you see on screen.