[ARCHIVED] [ARCHIVED] allowing webcam and microphone access?

[julian_brownm8]

How do I allow Canvas to access my microphone and webcam so that I can record video messages? I am using a Macbook Pro, and Chrome browser?

[susan_loitz · Accepted solution]

I also need an answer to this question.  I have audio but am unable to turn on the webcam in studio.  My options are HD facetime camera or no video.  Choosing HD facetime camera stays selected but does not turn on the webcam.  I am on a macbook pro.

[alexander_mitch · Accepted solution]

What version of Mac OS are you on?

Catalina has additional security permissions that need to be enabled for microphone/video/screen-recording.

1. Go to System Preferences > Security & Privacy
2. Make sure that the "Screen Recorder" app has a check next to it in the categories you find it.

El Capitan seems to also have some issues, probably just because it's an older version.

I hope that's at least a little helpful?

[susan_loitz · Accepted solution]

I also need an answer to this question.  I have audio but am unable to turn on the webcam in studio.  My options are HD facetime camera or no video.  Choosing HD facetime camera stays selected but does not turn on the webcam.  I am on a macbook pro.

[RyanObado]

Make sure you add the google chrome to screen recording. 

[alexander_mitch · Accepted solution]

What version of Mac OS are you on?

Catalina has additional security permissions that need to be enabled for microphone/video/screen-recording.

1. Go to System Preferences > Security & Privacy
2. Make sure that the "Screen Recorder" app has a check next to it in the categories you find it.

El Capitan seems to also have some issues, probably just because it's an older version.

I hope that's at least a little helpful?

[MargaretSamu]

I'm also having this problem in Announcements, when trying to record a video.

I'm using the same setup I've been using for over a year, but as of last week (July 2021) I'm getting a message saying, "Something went wrong accessing your webcam." I'm on a MacBook Pro, OS 10.13.6, Chrome browser, using a headset with a built-in mic that is plugged in (not wireless). I have checked the Settings, and Canvas is given access to my camera. 

Why has this stopped working when I haven't changed what I'm doing? Any suggestions?

[Stef_retired]

@MargaretSamu  Even though you haven't changed anything in your setup, it might help to re-do the troubleshooting steps outlined in the Chrome Security section of   What are the browser and computer requirements for... 

[MargaretSamu]

Thank you for this, @Stef_retired 

I checked the browser and computer requirements, as you suggested, and found that everything checked out. The Security section was fine, and Canvas does have access to both my mic and my camera. 

In the end, I am able to use the mic just fine, as before, but I am no longer able to use the camera to make an Announcement in Canvas. This remains an Unsolved Mystery.

[Stef_retired]

@MargaretSamu  Thanks for following up. Are you able to access the camera through the Rich Content Editor in other parts of Canvas, or is the problem confined to Announcements?

[MargaretSamu]

Thank you, @Stef_retired 

I just tested my camera using Pages, and the same thing happened:

I went to Record/Upload Media in the Rich Content Editor and it seems as if I am recording the video--the countdown clock, the camera shows my face--then when I hit "Save" a window pops up that says, "Something went wrong accessing your webcam."

Someone responded to me directly to ask about my OS. I am using Mac OS High Sierra, version 10.13.6, and Chrome Version 92.0.4515.107, which checks out with the requirements for Canvas. 

[Stef_retired]

This is tricky to troubleshoot from afar, @MargaretSamu . I assume that you're using the device's internal camera and that you are able to access the camera from other applications. If my assumptions are accurate, I recommend trying the latest version of Firefox first; if that doesn't work, perform a massive clearing of cache and cookies on the device, reboot it, and try one more time. Ultimately you might need to contact the IT Support Desk at your school for assistance, but I'm hopeful that a different browser works.

[JenniferAdmin]

I have never had trouble recording video in Canvas (Free for Teachers) before either! I was demo-ing to some new teachers how to do this, and OF COURSE, I had this same problem for the first time ever. I have checked all settings in Chrome and on my Mac and can find no reason why this is not working. I am running Catalina 10.15.7

[MargaretSamu]

Thank you, @Stef_retired 

Was there an update of Canvas that might have caused this change? I'm just curious why it might have stopped working when nothing has changed on my end. I don't recall when the last update of Canvas happened, but that might have changed how it cooperates with Chrome--?

[Stef_retired]

There haven't been any recent updates that should affect this, @MargaretSamu , and we haven't received any other reports of this behavior.

[MargaretSamu]

OK, thank you, @Stef_retired , it will remain a mystery. At least I can access my mic, if not the camera. 

[Stef_retired]

We haven't chalked it up to mystery just yet, @MargaretSamu . I've reached the bottom of my bag of suggestions but I've reached out to others in our organization who will continue to investigate. I'll update this thread if and when I learn more.

[Stef_retired]

One other thing you might check, @MargaretSamu . I looked at two of your New School courses and noticed that one of them has an end date of July 4, 2021. I'm not sure that's the course in which you're experiencing the issue, but if it is, that is the likely source of the problem. If this turns out to be the right course and you aren't able to change the end date yourself please ask your school's Canvas admin to do it for you. Thanks!

[Stef_retired]

@MargaretSamu  Thanks for hanging in there. I was working under the mistaken assumption that you're using a Free For Teachers account and therefore have limited Help options. However, I now see that you're associated with the New School, and these are the help resources they provide:

Would you please click on the top link to initiate a case with IT CENTRAL and include a link to our conversation here along with a request to escalate to Canvas Support? Having this information in hand will greatly assist our engineers, and once your school sends that ticket to us, your IT CENTRAL department will receive updates.

Thanks again!

[JenniferAdmin]

I updated my OS to Big Sur 11.5.1, but that didn't help. I still get the error message when I click on Finish.

[Stef_retired]

@JenniferAdmin  Are you experiencing this issue in one course, or in multiple courses? I'm trying to rule out the Course End Date issue that might be affecting Margaret.

[JenniferAdmin]

We don't have use end dates since we are on a rolling admissions for our courses. I tried in several courses without any luck. My colleague who also has a Mac with Big Sur had no trouble recording a video.

[Stef_retired]

That's helpful information, @JenniferAdmin . If your colleague's device, operating system, browser, and browser version are identical to yours, it is most likely not an issue with Canvas (it still could be, but since we haven't been able to reproduce it either, the likelihood of it being a Canvas issue have lessened considerably). Do you have a tech help desk with which you can troubleshoot the settings on your device?

[JenniferAdmin]

@Stef_retired I posted our version numbers somewhere else in the community on another thread....

I had been using Catalina and updated to Big Sur (to no avail) when my colleague was able to post without problem. I'm using Big Sur 11.5.1. My colleague is using 11.4. The other difference is the version of Chrome -- and this is what I suspect is the issue. (A student who had been able to post is no longer able to, just like me. I'm waiting for her information.) I'm using a newer version of Chrome -- 92.0.4515.131 (Official Build) (x86_64). My colleague is using 91.0.4472.114 (Official Build) (x86_64).

I just want to reiterate that for the past 8 months I have had no issues recording videos as posts in Discussions. This just happened last week.

We are a small business that runs training for language teachers online. I am the course administrator, help desk, and customer support!

[Stef_retired]

@JenniferAdmin and @MargaretSamu 

Our engineers now have a case open to address the Chrome browser-related behavior, and as I receive updates I'll post here. Thanks for hanging in with us!

[JenniferAdmin]

@Stef_retired This is awesome! Thank you so much!

[Stef_retired · Accepted solution]

Thanks to everyone who has participated in this thread in recent days. For updates on the progress toward resolution, please subscribe to the Known Issue document:   Unable to record media with Record/Upload Media to... -