1. Help Center
  2. Connection Issues

Why are end-users unable to join?

Unable to Connect

Some users may have turned off camera and microphone access to all external websites as a security precaution. In that case, the ICwhatUC session will fail to initialize because we do not have permission to connect to the end-user. If the customer is willing, this process will walk the end-user through updating the security settings on their phone.

For iPhones

Step 1 - Go into Settings, and hit Safari.

Step 2 - Scroll down to Settings for Website.

Step 3 - Tap on Camera, change the “Camera Access on all Websites” to “Ask”. Tap on Microphone, change the “Camera Access on all Websites” to “Ask”.

For Android

Step 1 - Go into Settings, and hit on Apps & Notifications. Select Chrome. Select Permissions.

Step 2 - Tap on the Camera. Repeat for Microphone after.

Step 3 - Change the Access to “Allow”.

 

Another scenario might be that they have given permissions from the settings but they might have denied access to their camera and mic when asked after clicking the ICwhatUC session link.

In that case, they will receive a "session can't be started" message. To overcome this, tell them to click the link and hit "allow" to the access prompt when they get it again.