It is important to enable access for the Torch video before your first call so your meeting is not delayed. The easiest way to ensure you are set up properly is to use our diagnostic tool. If you encounter any problems, below are some common solutions but you can also reach out to with the diagnostic tool results attached.

I'm having trouble connecting. What should I do?

  1. Check for blocked pop-ups. Your browser may be asking for permissions there.

  2. Review the documentation for your particular browser. Note: Internet Explorer and older versions of Edge are not supported. We recommend Chrome.

  3. Ensure you microphone and camera are authorized. You will not be able to join without this. If you see this error message, you will need to follow these steps.

My microphone, camera, or screen sharing isn't working. What can I do?

You may need to enable or change permission settings on your computer/browser. You can review the steps for your particular browser below. Tip: check for any blocked pop-ups as your browser may be asking for permissions there!

Tip: when speaking, the microphone icon will turn green if it can hear you. This may help to determine if the issue is one users input or another's output!

Also, remember to click "Settings" and check that the system has selected the camera and audio device(s) you prefer to use.

I accidentally denied permissions for my microphone, camera or screen sharing. What do I do now?

You can change permission settings on your computer/browser using these steps:

Security software or policies are preventing me from accessing the camera and microphone in my browser.

In some cases, there may be security software that is preventing access to the camera or microphone through the browser. Some common security methods are:

  • URL isolation: Third party links that come through email or Calendar invites like the meeting links for your video session get a wrapper to sandbox them guarding you against nefarious links. You meeting links should have one of the following formats
    - https://<company-subdomain><meeting-id>
    - https://<company-subdomain><meeting-id>
    If the links have been modified you may also see a banner across the top of the screen indicating that the URL is being isolated. The best way to avoid this is to log in directly to Torch and join your session from the platform

  • Managed browser or computer policy: With this type of security this is controlled by your companies IT security team and may require escalating to have the Torch sites whitelisted from these policies if possible. See our URL and IP whitelisting doc.

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