End-users may be unable to join video sessions if camera and microphone permissions are disabled. To resolve, iPhone and Android users should adjust permissions in their browser app settings.
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 IrisCX session will fail to initialize because we do not have permission to connect to the end-user. If the end-user is willing, this process will walk them through updating the security settings on their phone.
For iPhones (iOS)
Step 1: Open Settings.
Step 2: Scroll down and select Safari.
Step 3: Scroll down to Settings for Websites.
Step 4: Tap on Camera and set "Camera Access on all Websites" to "Ask". Then tap on Microphone and set "Microphone Access on all Websites" to "Ask".
For Android Devices
Step 1: Open Settings.
Step 2: Select Apps & Notifications (or Apps on some devices).
Step 3: Find and select your default browser.
Step 4: Tap on Permissions.
Step 5: Tap on Camera and change the access to "Allow". Repeat for Microphone.
Additional Scenario
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 IrisCX invite link.
In that case, they will receive a "session can't be started" message. To overcome this, tell them to click the "Retry" button and hit "Allow" to the access prompt when they get it again.
Have questions? Reach out to us at support@iriscx.com.
Thank you,
IrisCX Support Team
