Sorry to hear about the trouble! This can be one of two things - your browser permission isn't quite right or your laptop/desktop/smartphone isn't registering your headset/microphone.

Your browser is the easiest one to tackle first. Find your browser in the left-hand column of the table below and follow the steps in the right-hand.

Browser

Steps

Google Chrome

  1. Open Chrome

  2. Click the padlock image next to the website address (weare.nye.health) in the browser bar

  3. Select Allow for Camera

  4. Select Allow for Microphone

  5. Select Allow for Sound

Safari on an iPhone or iPad

  1. Open Settings

  2. Swipe down and tap Privacy

  3. Tap Microphone and toggle on Safari

  4. Go back to Privacy settings

  5. Tap on Camera and toggle on Safari

Safari on a Mac laptop

  1. Click on the apple logo in the top left corner of the screen

  2. Select System Preferences from the dropdown menu

  3. Choose Security & Privacy and then the Privacy tab.

  4. Unlock (click) the lock icon in the lower-left to make changes

  5. Click Camera in the left sidebar and then select the Safari checkbox

  6. Click Microphone in the left sidebar and then select the Safari checkbox

We recommend then closing out of your browser, restarting your session and logging back into Nye. You can then select the microphone, speaker and camera you want to use by clicking on the cog in the top right corner of the Nye website.

If that doesn't work, then you need to double-check your device settings to make sure it is registering your headphones or camera. This varies by device so we recommend googling sound and camera settings on your device (ex: Dell laptop).

If in doubt or none of the above work, then click on the blue chat circle 💬 in the bottom right-hand corner. We're always here to help!

Did this answer your question?