Can't See or Hear on a Video Call? How to Fix Your Camera and Microphone

The call is ringing, your grandchild's face pops up, and then you realize they can't see you. Or they can see you but can't hear a word. It's frustrating, especially when the clock is ticking, but the cause is usually one of a handful of simple settings. This guide walks you through them in the order most likely to help.

Why this happens in the first place

Your device is designed to keep your camera and microphone locked until you say otherwise. That's a good thing, since it stops sneaky apps from listening or watching. The catch is that each app (Zoom, FaceTime, Teams, WhatsApp, and so on) has to be given permission, which is a yes-or-no switch in your settings. If you tapped "Don't Allow" by accident, or the switch got turned off after an update, the app is simply blocked. Another common culprit is that two things are fighting over the same camera or microphone, or the call is using the wrong one.

Step 1: Check the obvious things first

Look at the call screen itself. Most apps show a small camera icon and a microphone icon, and a diagonal line through either one means it's switched off. Tap or click the icon to turn it back on. Also check for a physical cover: many laptops have a tiny sliding shutter over the camera, and some keyboards have a dedicated mute key for the microphone. Finally, if you use a headset or Bluetooth earbuds, make sure they're charged and connected, because the call may be sending your voice to earbuds sitting in a drawer.

Step 2: Give the app permission

This is the fix most of the time. The exact menus vary a little between versions, but the idea is the same everywhere: find the app in your settings and switch Camera and Microphone on.

iPhone or iPad

Open Settings, scroll down to the app you're using, and tap it. Turn on the switches for Camera and Microphone (green means on).

Android phone or tablet

Open Settings, tap Apps, choose the app, then tap Permissions. Set both Camera and Microphone to Allow (some phones say "Allow only while using the app," which is fine).

Windows computer

Open Settings, choose Privacy & security, then select Camera and make sure camera access is on. Go back and do the same for Microphone. If you're using a web browser such as Chrome or Edge for the call, make sure the browser itself is allowed, and click the small camera icon near the web address bar to allow the website.

Mac computer

Open System Settings, choose Privacy & Security, then Camera. Switch on the app you want to use. Repeat for Microphone. The app may need to be closed and reopened afterward for the change to take effect.

Step 3: Make sure only one app is using the camera

Generally a camera can only be used by one program at a time. If another video app, or even a second call window, is open in the background, it may be holding on to the camera so your call gets a black screen. Close every other app that could be using the camera, then restart the call.

Step 4: Pick the right camera and microphone inside the call

Computers can have several cameras and microphones, such as the built-in ones, a webcam, a monitor, and any connected headset. Apps sometimes pick the wrong one. Look for a small arrow next to the camera or microphone icon, or open the call app's Settings, and choose the device from the list. If you're not sure which is yours, try each one until you see yourself or the sound meter moves when you speak.

Step 5: Restart, then update

If nothing has worked, restart the whole device, not just the app. Restarting clears out stuck processes that may be hanging on to your camera. Then check for updates to the app and to your device's operating system (the main software that runs it). Video apps often stop working properly when they fall far behind, and updates also fix security problems.

If they can hear you but you can't hear them

That's a speaker problem, not a microphone one. Turn up the volume with the buttons on the side of your phone or tablet, and check that the silent switch or Do Not Disturb isn't on. On a computer, confirm the sound is going to the right place (your speakers, not a disconnected headset), by clicking the speaker icon near the clock and choosing the right output.

A quick safety note

Only grant camera and microphone access to apps you recognize and use for calls. If an unfamiliar app or website asks for them, say no. And if you ever see a pop-up claiming your camera is broken and urging you to call a phone number or download a "fix," close it: that's a scam, and real fixes live in your device's own settings, as shown above.

The short version

Check the on-screen icons, then give the app permission in your settings, close any other app using the camera, choose the right device inside the call, and restart. Four times out of five, the permission switch is the answer.