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Known Issue/Investigating - Microphone can't be enabled on Safari 15 MacOS/iOS

Date Published: Sep 27,2021


CategoryProduct:Collaborate; Version:Collaborate
Article No.: 000075903
Product:
Collaborate
Service Pack(s):
Collaborate
Description:

After the iOS15/Safari 15 update on MacOS/iOS devices, when users enable their microphone in the Collaborate session, the microphone turns green as if active, however there is no sound. After a few seconds a connection warning appears prompting users to reload the session. The user is then put in a loop of rejoining until they deactivate the microphone.

Steps to Repeat:
MacOS

Join a Collaborate session using Safari 15
Activate the microphone
Microphone turns green indicating it is active


iOS
Join a Collaborate session using Safari 15
Activate the microphone
Microphone turns green indicating it is active
 

Symptoms:

Microphone is active (green), but no audio is transmitted
After a few seconds, users are prompted with "We've noticed you might have audio issues, Rejoin the session" with a Reload the Session button (see images)
User gets stuck in a loop rejoining the session until they deactivate the microphone

MacOS
Screen Shot 2021-09-27 at 8.56.35 AM.png

iOS
Image(1).jpeg

 


Resolution/Workaround:

  • Turn on the camera before enabling the microphone. Then turn your camera off (if not needed) and the microphone will continue to work
  • Use a different browser (MacOS)
  • Do not update to iOS 15/Safari 15

 









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