Troubleshooting: Camera/Microphone Permissions and Mobile Browser Issues

Problem

Respondents cannot start recording, camera or microphone access is blocked, or mobile browser recording fails.

Quick diagnosis

1. Check browser permissions. Confirm camera and microphone are allowed for the form page.
2. Close competing apps/tabs. Other active tools may lock camera or microphone access.
3. Switch to fallback mode. Enable Voice or Text so users can continue without blocking completion.
4. Retest on another browser/device. This isolates local device-level issues quickly.

Mobile-specific checks

• Reconfirm camera/microphone permissions at OS and browser level.
• Reopen the form in a fresh tab and retry.
• Use an updated browser version when possible.

Support message template

“Please reopen the form and allow camera/microphone permissions. If recording still fails, continue with Voice or Text mode and we can retry Video after submission.”

Common mistakes

• Denying permissions once and not rechecking browser settings.
• Leaving only Video mode enabled with no fallback.
• Troubleshooting on one device only and generalizing the issue.