Troubleshooting

* Make sure your microphone is not in use by another application.
* Check your system sound input preferences and make sure that the computer or device is able to detect the microphone.
* Check any system permissions for microphone access to ensure that your web browser has either “Allow” or “Ask” permission.
* Check browser settings to make sure that StagePilot.com is not blocked from microphone access
* Make sure that the microphone is not already being used in another browser tab.
* Try refreshing the page or restarting your browser.
* If you are using a phone, you may not be able to use the microphone for both a call and a Meet-and-Greet session at the same time. Tell your mom you’ll call her back after you’re done meeting your favorite performer, we’re sure she’ll understand.
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* Make sure your camera is not in use by another application
* If using an accessory webcam, make sure that the camera plugged in to the computer.
* Check any system permissions for camera access to ensure that your web browser has either “Allow” or “Ask” permission.
* Check browser settings to make sure that StagePilot.com is not blocked from camera access.
* Make sure that the camera is not already being used in another browser tab.
* Try refreshing the page or restarting your browser
* If you are using a phone or tablet, you may not be able to use the camera for both a video capture and a Meet-and-Greet session at the same time. Don’t worry, we’ll make a photo during your session so you have something to remember.
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* Make sure your volume is not turned down or off.
* Check your system preferences to make sure that you have the correct Audio Output device selected, and that it is able to produce sound
* Check your operating system settings to ensure that you haven’t set the volume low or off, or engaged the mute.
* If you are using external speakers, make sure that they are connected to the computer and a power source, and the volume is turned up.
* Make sure that your computer or device has not unexpectedly tried to connect to another Bluetooth sound device such as your earbuds. That sound coming from the bottom of your purse could be us!
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* Make sure that your WiFi or 4G connection hasn’t been interrupted
* Check any antivirus or firewall settings on your computer.
* Some security programs aggressively block access to network ports that may be needed for services like video calls.
* Check any firewall settings in your home WiFi router to see if anything could be blocking the network ports used for StagePilot Meet-and-Greet.
* If you are using a public-access WiFi network, or on a corporate network, it is possible that your network administrator may have set additional security policies preventing you from accessing the services used by StagePilot for our Meet-and-Greet platform.
* Users of some Internet Service Providers (ISPs) have been known to experience trouble connecting.
* If you are having trouble connecting via WiFi from a wireless device try switching off WiFi and connecting via your wireless service.
* If you are using a phone to connect, check your signal strength to be sure that you have a strong connection. If you try to connect from inside your bomb shelter or your campsite in the middle of a forest, there isn’t much that StagePilot can do to improve your call!
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* StagePilot goes to great effort to provide a service that can be used by the widest audience, but some of the features necessary to take part in a Meet-and-Greet require modern browser features, including access microphone and camera, as well as the latest web security standard known as TLS 1.3.
* Known supported browsers include: Chrome 105, Safari 12.2, Edge 79, Firefox 60, Opera 90
* If you are using another browser, try switching to one of the known browsers listed above.
* If you are using a known browser but with a version older than what is listed above, we are certain that the Meet-and-Greet will not work. Try a different browser or upgrade the one you are using.
* If you’re using a work computer and can’t upgrade your browser or switch to a different one, perhaps try accessing from your phone.  Or, go knock on your neighbor’s door and tell them it’s an emergency!
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