A host or guest may see an error message saying: "NotAllowedError: Permission denied" or NotAllowedError: Permission denied by system" when entering a Recording Page.
This article explains what causes this error, who needs to troubleshoot it, and what troubleshooting steps to follow.
What causes this error
Zencastr needs microphone access for all recording modes, and camera access for the Record Audio, Show Video and Record Audio and Video modes.
This error appears when Zencastr is unable to access a participant’s microphone and/or camera.
This usually happens when:
The browser hasn't been granted access permissions to the microphone and/or camera. (See step 1)
The browser hasn't been granted microphone and/or camera access in the computer’s system settings. (See step 2)
Less frequently, this might happen when:
The wrong microphone and/or camera is selected in the participant’s Zencastr settings. (See step 3)
Another application, like Zoom or Microsoft Teams, is already using the camera. (See step 4)
There's an issue with the microphone and/or camera. (See step 5)
Troubleshooting steps
Troubleshooting should be completed by the participant (host or guest) who sees the error message on their screen. If you're a host helping a guest with this issue, ask the guest to complete the steps on their own device and browser.
Note: If the recording is in the Record Audio, No Video mode, camera access isn't required. Any step that involves the camera is marked with an asterisk (*) and can be skipped.
Follow the troubleshooting steps below in order.
Step one: enable microphone and camera(*) access in the browser
Click the site settings icon to the left of the Zencastr URL in the browser’s address bar.
Set Microphone to Allow or toggle on.
Set Camera to Allow or toggle on.*
Refresh the page to apply the changes.
Step two: allow microphone and camera(*) access in system settings
For Mac users, follow Apple’s instructions to give browsers microphone and camera access:
For Windows users, follow Microsoft's instructions to give browsers microphone and camera access.
You may need to restart your browser for the changes to take effect.
Step three: check your microphone and camera(*) in Zencastr Settings
Click Call Settings in the top right corner of the recording room.
Under Microphone, make sure the correct microphone is selected.
Under Speakers, make sure the correct speaker/headphones are selected.
Under Camera, make sure the correct camera is selected.*
Click Done.
Step four: close other applications using the camera(*)
Close apps like Zoom or Microsoft Teams that may be running in the background and using the camera.
Step five: test the microphone and camera(*) In another browser-based app
To test that the microphone and camera* are working normally, open another browser-based app, such as Google Meet, and check that they can be selected as inputs and are working.
Still having trouble?
If the error persists after trying the steps above:
Try using another supported browser such as Chrome, Edge, or Brave.
Contact Zencastr Support via chat or email.