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Hi,

 

We successfully test recorded our VideoAsk workflow in both PREVIEW and LIVE modes at https://app.videoask.com... works great there!

But we seem to be having challenges getting our embed to work on our own website using either Chrome or Safari (latest builds of both) on Mac OS 15.2 Sequoia.

The embed shows up OK, but fails when we try recording (below).

We have the camera and microphone set to “allow” like in the screenshot, and both refreshed the page and restarted each browser, but still get the same errors:

 

Safari:

Please enable camera & microphone permissions

NotAllowedError - The request is not allowed by the user agent or the platform in the current context, possibly because the user denied permission.

SAFARI - MAC - PERMISSION_DENIED_BROWSER_ERROR

 

Chrome:

Please enable camera & microphone permissions

NotAllowedError - Permission denied

CHROME - MAC - PERMISSION_DENIED_BROWSER_ERROR

 

Thinking it’s likely an obvious setting, perhaps in Mac OS itself, that we missed?

 

Any ideas appreciated!

 

 

Hey ​@KVN sorry you’re having this issue! 

I don’t suppose you’re using any browser plug-ins or extensions that also need camera/mic permissions? 

Are you able to share the link to your website so we can test it? Is this just happening on your device or have you tried multiple?

Hi Grace!

 

 

THANK YOU so much for taking the time to try to check it out for us.

 

We solved it!

 

It apparently was an old Shopify 3rd party app that interfered with our page.

 

We removed that 3rd party app and now VideoAsk works great.

 

Thanks much!

 

Best,

Kris

Hey Kris, that’s great news! So glad it’s working now, let us know if you have any other questions along the way!

Have a great weekend 😊

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