Troubleshoot Prismara Talk

Cause: Prismara Talk doesn’t have permission to use your microphone, the wrong device is selected, or your microphone is muted in hardware.

Resolution:

1. Check that you’re not muted in the meeting controls, and that your headset has no mute switch turned on.
2. Select More > Device settings and choose the correct Microphone and Speaker. Speak and check that the level indicator moves.
3. Allow microphone access:
   • Windows: Settings > Privacy & security > Microphone, and turn on access for Prismara Talk (or for your browser).
   • macOS: System Settings > Privacy & Security > Microphone, and turn on Prismara Talk (or your browser).
   • Browser: select the site information icon in the address bar and set Microphone to Allow.
4. Leave and rejoin the meeting.

Cause: Another app is using the camera, camera permission is turned off, or the camera is disabled.

Resolution:

1. Close other apps that might be using the camera, such as other meeting apps.
2. Allow camera access in your operating system’s privacy settings (Camera instead of Microphone, as above) or in your browser’s site settings.
3. Select More > Device settings and choose the correct Camera.
4. If you use an external camera, unplug it and plug it back in, then restart Prismara Talk.

Cause: On macOS, Prismara Talk needs Screen Recording permission. On Linux desktops that use Wayland, you must choose what to share in the system sharing dialog each time.

Resolution:

1. macOS: open System Settings > Privacy & Security > Screen & System Audio Recording (Screen Recording on older versions), and turn on Prismara Talk. Quit and reopen Prismara Talk when prompted.
2. Linux (Wayland): when you select Share, a system dialog appears. Select the screen or window, then select Share. If no dialog appears, make sure your distribution’s desktop portal package is installed and up to date, then sign out and back in to your desktop.
3. Linux (Wayland): if sharing a single window still shows a blank image, share the Entire screen instead.
4. Stop sharing and share again.

Cause: Notifications are turned off in Prismara Talk, in your operating system, or a focus or do-not-disturb mode is active.

Resolution:

1. In Prismara Talk, select your profile picture > Settings > Notifications and check that notifications are on for chats, mentions and channels you follow.
2. Check that your status isn’t Do not disturb.
3. Allow notifications for Prismara Talk (or your browser) in your operating system: on Windows in Settings > System > Notifications, on macOS in System Settings > Notifications.
4. Turn off any Focus, Focus assist or do-not-disturb mode on your computer.
5. Check whether the chat or channel is muted. Select the conversation’s More menu and select Unmute.

Cause: The browser sign-in didn’t hand back to the desktop app, the app is out of date, or your account doesn’t have access to Talk.

Resolution:

1. Check that you can sign in to Talk in your browser at https://talk.prismara.eu. If you can’t, see Troubleshoot sign-in and access.
2. After you sign in in the browser, select Open Prismara Talk when the browser asks. If you previously blocked this, allow it in your browser’s settings and try again.
3. Check your computer’s date and time are set automatically.
4. Quit Prismara Talk completely (including from the system tray or menu bar), reopen it and select Sign in again.
5. Install the latest version of the desktop app from the web app: profile picture > Download desktop app.

Cause: A slow or unstable network connection, a busy computer, or Wi-Fi interference.

Resolution:

1. Use a wired connection, or move closer to your Wi-Fi access point.
2. Close apps and browser tabs that use a lot of bandwidth, such as large downloads, uploads or video streaming.
3. Turn off your camera to save bandwidth, and ask others to do the same if the problem continues.
4. Use a headset to avoid echo.
5. If you’re on a VPN, try the call without it, if your organisation’s policy allows. Otherwise, tell your IT team.
6. During the call, select More > Call health and share what it shows when you contact support.