Camera & Mic Troubleshooting

Last updated: 9 January 2025

Here are our suggested troubleshooting steps, in order:

• 1. Test your setup with Butter’s troubleshooting tool
• 2. Determine if it’s a hardware problem
• 3. Determine if it’s a general browser permissions problem
• Mac
• Windows
• 4. Determine if it’s a Butter-specific browser permissions issue
• Chrome
• Safari
• What if I’m still stuck?

1. Test your setup with Butter’s troubleshooting tool

To make sure you are properly set up with everything working, we recommend you and your participants use the purpose-built Butter troubleshooting tool.

The tool will guide you through a number of steps to make sure everything from your sound and video, to your screensharing permissions are set up correctly and working.

2. Determine if it’s a hardware problem

First, let’s make sure your camera and/or microphone are properly connected to your computer.

Apps like PhotoBooth (Mac) or Camera (Windows) can help determine if your hardware device is properly connected.

Alternatively, try other desktop apps that use the webcam and microphone such as OBS, SnapCam, or Zoom to see if it is detected there.

If your hardware isn’t detected by these programs, there is an issue that is preventing your hardware from being recognized by the operating system.

Unfortunately, we don't have any solution for this—it could be anything from hardware-related issues, to USB hubs not connecting or powering your devices.

All good? Then let’s move to the next step.

3. Determine if it’s a general browser permissions problem

Having some trouble with your audio or video while using Butter on the browser?

Then let’s make sure other browser apps are able to connect to both your mic and camera.

To test your camera and mic, try webcammictest.com or open a quick meeting on meet.google.com.

If it’s not showing up there, then you need to give access to your browser from the OS setup.

Mac

On Mac, go to your Privacy & Security settings, then check the menus for Microphone, Camera and Screen Recording and make sure your browser is checked to be given access.

Windows

On Windows, go to your Privacy settings, then Camera. Under, ‘Allow access to the camera on this device’, select ‘Change’ and make sure camera access is turned on for your camera.

Under ‘Allow apps to access your camera’, make sure your browser is on the list of approved apps.

For more Windows troubleshooting help, check out Microsoft’s help page Manage app permissions for your camera in Windows.

4. Determine if it’s a Butter-specific browser permissions issue

If you’ve tried all the steps above and are still having some issues, we suggest checking your browser permissions for Butter specifically.

Chrome

While you're on https://app.butter.us, press the 🔒 (lock) icon on the left side of the browser address bar.

You'll see a dropdown that looks like this:

Make sure that the permission toggles for the Camera and Microphone are switched on. You may need to restart the browser to see the changes take effect.

Safari

To enable permissions on Safari, navigate to the URL box, click on Safari near the Apple logo, click on Settings for app.butter.us, and then make sure the it looks like this:

If it does not connect here, check your operating system permissions for Mic and Camera.

What if I’m still stuck?

If you passed all tests but your camera and mic still don't work, please email friends@butter.us!

We'll get our engineers on it ASAP.

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