Audio, video and call problems

HyoNova uses your browser's access to your microphone, speaker and camera for spatial voice, calls and meetings. Spatial voice, calls and meetings are Beta and use the media service HyoNova provides. This page helps when sound or video does not work as expected.

Allow the microphone and camera in your browser#

Your browser asks for permission the first time HyoNova needs your microphone or camera. If you selected Block, or closed the prompt, HyoNova shows one of these messages:

Microphone access is blocked. You can still listen, walk and chat. Allow the microphone in your browser to talk.
Device access was blocked. Allow it in your browser, then try again.
Permission not given next to Microphone or Camera in the device check.

Open the site permissions. Select the icon at the left of the address bar while HyoNova is open.
Allow the device. Set Microphone (and Camera if you need it) to allow for https://app.hyonova.com.
Reload the page. Refresh HyoNova so the new permission applies.

If your computer's operating system also controls access to the microphone or camera, allow your browser there as well.

Other device messages:

Message	What to do
No microphone was found. You can still listen and chat.	Connect a microphone, then select Refresh devices in Settings › Audio & devices.
Your microphone is used by another app. Close it and try again.	Close other apps that use the microphone, such as another call.
This device is busy. Close other apps that use it.	The camera or microphone is in use by another app. Close it and try again.
Microphone and camera need a secure (HTTPS) connection.	Open HyoNova at https://app.hyonova.com.

Choose and test your devices#

Open Settings › Audio & devices in the office. Choose your Microphone, Speaker and Video camera. Then:

Select Test microphone and speak. The Microphone level bar moves when HyoNova hears you. Select Stop test when you are done.
Select Play test sound to check the speaker. If you see The test sound could not play on this speaker., choose another speaker.
Select Preview camera to see your camera image.

Device names appear only after you allow access, so the lists may show generic names until you start a test. Inside a call or meeting, Devices offers Test microphone, Preview camera and Test speaker. Joining a call or meeting always starts with your microphone and camera off.

Nobody hears you in the office#

Spatial voice lets you talk with people near you without starting a call. Check these points in order:

Voice is on. Select Mic in the bottom bar. If you have not turned voice on yet, HyoNova asks how to join: choose Talk with people nearby. Listen only lets you hear others without speaking, and Not now keeps voice off.
You are close enough. People connect when they stand within about 4 metres of each other, and disconnect beyond about 6 metres. Walk closer.
You are in the same place. You must be on the same floor and in the same room, or both outside rooms. Voice does not pass through walls.
Both of you have voice on. The other person must also have chosen Talk with people nearby or Listen only. Someone who chose Listen only can hear you but not speak.
Nobody is in Do not disturb. Do not disturb and Focus mode remove a person from spatial voice.
Nobody is in a private call or meeting. A call or meeting takes the microphone away from the office while it lasts. The indicator then shows Private call — the office cannot hear you.
You are not muted. Spatial voice · muted means your microphone is muted.

The voice indicator tells you what is happening: Nobody can hear you right now, or how many people nearby can hear you.

If you cannot hear others and HyoNova shows Enable sound, select it. Browsers sometimes block sound until you interact with the page.

Calls and meetings are not available#

When calls cannot start, HyoNova explains why. Text chat keeps working in every case.

Message	What it means
Calls are not set up yet. Text chat keeps working.	The media service is not set up for your workspace yet.
Calls are turned off for your company. Text chat keeps working.	Calls are switched off for your company. Ask your company owner or admin.
Calls are not included in your company plan. Text chat keeps working.	Your plan does not include calls. See Billing and plans.
Calls are unavailable right now. Text chat keeps working.	The media service is temporarily unavailable. Try again later.
Calls could not be checked right now. Text chat keeps working.	HyoNova could not check call availability. Refresh the page and try again.
Voice is not available for this company yet. Messages keep working.	Spatial voice is not included for your company.
This person is not taking calls right now. You can send a message instead.	The person you called is in Do not disturb. Send a message instead.
The call connection was interrupted. Text chat keeps working.	The connection dropped. Check your network and join again.

Select Share screen inside a call or meeting. Your browser then asks what to share: a tab, a window or your whole screen. If you cancel that dialog, nothing is shared. On some operating systems you must also allow your browser to record the screen in the system settings, and then restart the browser.

The Camera and Share buttons in the office's bottom bar work inside a call or meeting. When you are not in one, they open the Meetings & calls panel so you can start or join a call first. This is intended. Your camera never turns on for spatial voice.

Guests#

Guests use spatial voice and Messages, but do not use their camera and cannot be called. See Guest access.