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  2. Technical & Troubleshooting

Video Troubleshooting

Answers to common video issues.

Video is an important part of making Kumospace the world's most immersive video chat platform. Let's solve the issue with your video and get you back to having fun ASAP!

   

First, please remember that Kumospace works best with Google's Chrome browser. Click here to download it.

Video issues

My video doesn't work

This may be because camera and microphone permissions have been turned off in Google Chrome. If this is the case, you will see a yellow banner at the bottom of your Kumospace. Click on Update your permissions and a window will pop up where you will be prompted to give Google Chrome access to your camera and microphone. 

How do I manually grant Kumospace access to my camera?

You can also manually change the settings.

  1. At the top right of your Chrome browser, click More Settings.
  2. Under "Privacy and security," click Site settings.
  3. Click Camera.
    • Review your blocked and allowed sites.
    • To allow a site that you already blocked: Under "Blocked," select https://www.kumospace.com and change the Camera permission to "Allow."

My camera still doesn't work after giving permission.

First, close out any other applications or browser tabs that might be using your camera. Then check to ensure that your video is switched on in your Kumospace. Click Camera in the navigation bar at the bottom of your screen. 

cam button screenshot

If this doesn't fix your issue, click on the Settings button, and ensure that the correct video input is selected.

cam input screenshotRemember to reload the page and make sure you've granted Kumospace access to your device's camera so that the relevant camera will appear in the dropdown menu.

Setting up & testing video

Here are instructions on how to set up and test cameras.

I can see myself, but nobody can see me

This may be related to browser extensions preventing you from sending video correctly. Check to see if you have any browser extensions installed that may be blocking traffic and/or disabling them. To check your Chrome browser extensions:

  1. At the top right of your Chrome browser, click More Settings.
  2. Then on near the bottom left click Extensions.
  3. To disable an extension, toggle the switch for that extension to the off position.

Once you've done that, please reload Kumospace and see if that fixes the problem.

Broadcast and Present related issues

The Broadcast or Present feature is not working on a Windows 10 computer

On some Windows 10 Computers, the Broadcast and Present features fail to load. If you are clicking the Broadcast or Present buttons and nothing happens:

  1. Go to the bottom left of the screen and click the Camera button.
    camera screenshot-1
  2. Once you've done that, click again on either the Broadcast or Present button and see if that fixes the problem. 

Some of your guests can't see your Broadcast or Present

If your Broadcast or Present are working normally, but some of your guests can't see it, it's very likely that they've run into an issue with firewalls.

If you are on a work or school network, you may run into issues with your organization's internet firewalls. These sometimes block access to certain websites that are used by Kumospace, which can diminish performance. We recommend contacting your system administrator or organization's IT department to ask that the following URLs be whitelisted:

  • *.kumospace.com
  • *.googleapis.com
  • *.firebaseapp.com
  • *.daily.co
  • *.agora.io
  • *.sd-rtn.com

 

In need of further assistance? Contact us: hello@kumospace.com