Before recording, a host might get an error message that reads ‘error: there was an error getting to the user’s local stream’.

In this article:

Issue

Causes

Troubleshooting

Issue

When a host is on a recording page, they get an error message that says ‘Error: there was an error getting to the user’s local stream’.

Causes

Zencastr needs access to the guest’s microphone for all recording modes and also needs access to the guest’s camera for the ‘Record Audio Only, Show Video’ and ‘Record Audio and Video’ modes.

‘Error getting to the user’s local stream’ are errors that appear when Zencastr is not able to access your microphone and/or camera.

This most frequently happens when:

  • Microphone and/or camera access has not been allowed in the browser.

  • The browser has not been allowed access to the microphone and/or camera in the computer’s security/privacy settings.

Less frequently, this might happen when:

  • The wrong microphone and/or camera is selected in your Zencastr settings.

  • Another application that uses your camera (e.g. Zoom, Skype, etc.) is open at the same time as Zencastr.

  • There is a problem with the actual microphone and/or camera that is causing it not to work.

Troubleshooting

Camera access is needed for the ‘Record Audio Only, Show Video’ and ‘Record Audio and Video’ modes. If the recording is in the ‘Record Audio Only’ mode, you can skip any troubleshooting steps for a camera, marked below with *.

Try in this order:

1. Enable microphone (and camera*) access in the browser

  1. On the Zencastr recording page, click the lock icon on the left side of your browser address bar.

  2. For Microphone, select Allow.

  3. For Camera, select Allow.*

  4. You may need to refresh the page for the changes to take effect.

2. Enable the browser to access microphone (and camera*) in the computer’s privacy settings

On Mac

  1. Click the Apple menu on your computer.

  2. Click System Preferences.

  3. Click Security & Privacy.

  4. Click Privacy tab.

  5. On the left, locate Microphone.

  6. On the right, locate the browser you are using - Chrome, Edge, or Brave - and check the box to allow that browser to access the microphone.

  7. On the left, locate Camera.*

  8. On the right, locate the browser you are using - Chrome, Edge, or Brave - and check the box to allow that browser to access the camera.*

  9. Restart (close and reopen) your browser for the changes to take effect.

On Windows

  1. Click the Start menu on your computer.

  2. Click Settings.

  3. Click Privacy.

  4. On the left, locate Microphone.

  5. In the middle, under ‘Allow apps to access your microphone’ toggle this to On.

  6. Under ‘Choose which apps can access your microphone’, locate the browser you are using - Chrome, Edge, or Brave - and toggle it to On.

  7. On the left, locate Camera.*

  8. In the middle, under ‘Allow apps to access your camera’ toggle this to On.*

  9. Under ‘Choose which apps can access your camera’, locate the browser you are using - Chrome, Edge, or Brave - and toggle it to On.*

  10. You may need to restart (close and reopen) your browser for the changes to take effect.

3. Check Zencastr settings

  • Check that the correct devices are selected in your settings for audio input, audio output, and camera.

  • Some audio interfaces or mixers have multiple options for audio input. If you are using one of these devices, make sure the correct audio input is selected.

    • For Rodecaster Pro, ‘Rodecaster Pro Stereo’ not ‘Rodecaster Multitrack’ should be selected as both the audio input and the audio output.

  1. In the Recording Page, click Settings.

  2. Check to see if the correct device is selected for the audio input, audio output, and camera.

Note: To change a device, click on the dropdown bar for the audio input, audio output, and/or camera and select the new device.

4. Close any programs besides Zencastr that are using the camera*

  • On some computers, particularly those running Windows, the camera cannot be used by two applications at the same time.

  • Close any other programs that are using the camera, such as Zoom, Skype, etc.

5. Test the microphone (and camera*)

  • To confirm that there is not an issue with the microphone (and/or camera*) itself, you can open another browser-based program/app that uses your microphone (and camera*), such as Google Meets.

  • In Google Meets, test that the microphone (and camera*) can be selected and the input and output is working correctly.

6. Contact Zencastr Support

If none of the above steps work, contact Zencastr Support via chat or email.

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