HELP FILE

Troubleshooting Camera and Microphone Access

Rescue Live Lens uses the customer's mobile device camera and microphone to stream live video directly back to support agents. This requires that the customer's browser running Rescue Live Lens has been granted access to both the camera and the microphone.

General Camera/Microphone Access denied for Safari (iOS)

The Safari browser needs permissions set in the general Settings of the iOS device to be able to access the camera and the microphone. Guide the customer through the below steps to make the appropriate permission settings.

Remember: It is the customer that has to perform these steps on their device.
  1. Go to the general Settings on your device.
  2. Find and select Safari.
  3. Scroll down to Setting for All Websites, and select Camera or Microphone.
  4. Set Camera Access on All Websites or Microphone Access on All Websites to Allow.
  5. Refresh the Rescue Live Lens page.

Camera/Microphone Access denied for Chrome (Android)

If the customer inadvertently denies access to the camera or microphone for Chrome when first trying Rescue Live Lens, Chrome stores this as the default setting, and will not ask for permission upon subsequent attempts. This blocks sessions from starting. Guide the customer through the below steps to make the appropriate permission settings.

Remember: It is the customer that has to perform these steps in their Chrome browser on their device.
  1. To the left of the site URL, tap the lock icon.
  2. Tap Site settings.
  3. Set the camera or microphone permission setting to allowed.
    The change is saved automatically.
  4. Refresh the Rescue Live Lens page.