For: everyone
Most call problems come from permissions for the microphone or camera, or from another app using them. Go through these checks in order; usually the first or second one solves it.
1. Allow microphone and camera
In the browser
- Click the icon to the left of the address bar (a padlock or settings icon).
- Set Microphone and Camera to Allow for your Element address.
- Reload the page and try the call again.
In Element Desktop or on the phone
Open your device's settings and allow Element (or Element X) to use the microphone and camera:
- iPhone: Settings → Element X → turn on Microphone and Camera.
- Android: Settings → Apps → Element X → Permissions.
- Mac: System Settings → Privacy & Security → Microphone / Camera.
- Windows: Settings → Privacy & security → Microphone / Camera.
2. Close other apps that use the camera
Only one app can use the camera at a time on many computers. Close other video tools (Teams, Zoom, FaceTime and similar), then try again.
3. Pick the right device
If you have several microphones or headsets, Element may be using the wrong one. Check the device choice in the call, or in Element under Settings → Voice & Video in the browser.
4. Reload and update
- In the browser: reload the page. Use a current version of Chrome, Edge, Firefox or Safari.
- In Element Desktop or Element X: install the latest update.
Messages you may see
- "Unable to access webcam / microphone" or "No microphone found": see steps 1 to 3.
- "You cannot place calls in this browser.": use another current browser or Element Desktop.
- "You do not have permission to start video calls": a room admin can allow calls in the room's Roles & Permissions. See Room roles: admins and moderators.
- "Call Failed": hang up, wait a moment and call again. If it keeps happening, try another network, for example your phone's mobile data instead of Wi-Fi.
WhatsApp calls
Calls from WhatsApp contacts can't be answered in Element, even with the WhatsApp bridge. See Redirect WhatsApp calls.
Still not working?
Write to us: reply to any of our emails or use the chat at the bottom right of matrixhost.eu. Tell us which app you use (browser, Element Desktop or Element X), the exact message you see, and whether it happens with every colleague. See Contact support.