Question 1

iOS — Allow camera in Safari

Accepted Answer

When the popup "groundcam.io would like to access your camera" appears, tap **Allow**.

If you already denied:
1. In Safari's address bar, tap the **menu** icon (⋯) or **aA** depending on your iOS version
2. Tap **Website Settings**
3. Set **Camera** to "Allow"
4. Refresh the page

Or: **Settings > Apps > Safari > Camera > Allow**

Question 2

iOS — Camera blocked in system settings

Accepted Answer

If Safari doesn't have camera access at the system level:
1. Open your iPhone **Settings**
2. Go to **Apps** > **Safari**
3. Check that **Camera** is set to "Allow"

You'll also find permissions for **Microphone** and **Location** there.

**Note**: video sessions work in all browsers on iOS (Safari, Chrome, Firefox, etc.). Permission configuration steps may vary depending on the browser used.

Question 3

iOS — Link opens in an app (WhatsApp, Instagram...)

Accepted Answer

WhatsApp, Instagram, Facebook, LinkedIn and other apps open links in a built-in browser that **doesn't always support the camera**.

**Solution**:
1. Tap the **Safari** icon or **"Open in Safari"** in the built-in browser bar
2. If this option doesn't appear: tap the **three dots** (⋯) then **"Open in Safari"**

**Alternative**: copy the link and paste it directly into Safari.

Question 4

Android — Allow camera in Chrome

Accepted Answer

When the permission popup appears, tap **Allow**.

If you already denied:
1. Tap the **lock** icon (or settings icon) next to the URL
2. Tap **Permissions**
3. Set **Camera** to "Allow"
4. Refresh the page

Question 5

Android — Camera blocked in system settings

Accepted Answer

If Chrome doesn't have camera access at the system level:
1. Open your phone **Settings**
2. Go to **Apps** > **Chrome**
3. Tap **Permissions**
4. Set **Camera** to "Allow"

Alternative path: **Settings > Privacy > Permission Manager > Camera > Chrome > Allow**

Question 6

Android — Link opens in an app (WhatsApp, Instagram...)

Accepted Answer

Like on iOS, built-in app browsers don't always support the camera.

**Solution**:
1. Tap the **three dots** (⋮) in the top right
2. Select **"Open in Chrome"**

On **Samsung Internet**: tap the external open icon in the navigation bar.

Question 7

Camera is being used by another application

Accepted Answer

If another application is already using the camera, the session won't be able to access it.

**Solution**:
1. Close apps that are using the camera (Zoom, Teams, FaceTime, another tab with video)
2. On mobile: close the app **completely** (not just put it in the background)
3. Refresh the session page

Question 8

iOS — Allow microphone

Accepted Answer

The procedure is the same as for the camera:
1. In Safari's address bar, tap the **menu** icon (⋯) or **aA** depending on your iOS version
2. Tap **Website Settings**
3. Set **Microphone** to "Allow"

Or: **Settings > Apps > Safari > Microphone > Allow**

Question 9

Android — Allow microphone

Accepted Answer

1. Tap the **lock** icon next to the URL
2. Tap **Permissions**
3. Set **Microphone** to "Allow"

Or: **Settings > Apps > Chrome > Permissions > Microphone > Allow**

Question 10

No sound during the session

Accepted Answer

If you can't hear the agent or they can't hear you:
1. Check that the **volume** on your device is not muted (physical buttons)
2. On iPhone: check that **silent mode** is not enabled (switch on the side)
3. Audio may be **disabled by the company** in the session settings — in that case, only video is used

Question 11

Chrome — Allow screen sharing

Accepted Answer

When you click **Start**, Chrome displays a window asking you to choose what you want to share.

1. Select **Entire Screen**, **Window**, or **Browser Tab**
2. Click **Share**

If you cancelled by mistake: click **Start** again on the session page.

**Important**: if Chrome shows a permission error, check that the site is not blocked in Chrome's settings:
1. Click the **lock** icon next to the URL
2. Make sure screen sharing is not disabled

Question 12

Firefox / Edge / Safari — Allow screen sharing

Accepted Answer

**Firefox**:
1. When the popup appears, choose the window or screen to share
2. Click **Allow**
3. If you blocked the site: click the **lock** icon > **Permissions** > re-enable screen sharing

**Edge**:
1. It works the same as Chrome (same engine)
2. Select the screen, window, or tab you want
3. Click **Share**

**Safari**:
1. When the dialog window appears, choose what you want to share
2. Click **Allow**

Question 13

Screen sharing doesn't work on mobile

Accepted Answer

Screen sharing is **not available on smartphones or tablets** (iPhone, iPad, Android). This is a limitation of mobile browsers which do not support the screen sharing API.

**Solution**:
1. Open the session link on a **computer** (Windows, Mac, or Linux)
2. Use a recent browser: **Chrome**, **Edge**, **Firefox**, or **Safari**

If you received the link by email, open it from your computer. If you received it on your phone, forward the link to yourself by email or copy it manually.

Question 14

How to choose what I share (screen, window, tab)?

Accepted Answer

When you start sharing, your browser offers three options:

- **Entire Screen**: the agent sees everything displayed on your screen, including when you switch windows. Ideal if you need to navigate between multiple applications.
- **Application Window**: only the chosen window is visible. The agent cannot see the rest of your screen.
- **Browser Tab**: only a single tab is shared. Useful for showing a specific website.

**Tip**: if the agent needs to guide you through multiple applications, choose **Entire Screen**. Otherwise, choose **Window** or **Tab** for more privacy.

Question 15

Black screen or sharing stops unexpectedly

Accepted Answer

**Black screen**:
- Some copy-protected applications (Netflix, streaming services, some banking apps) appear black when shared — this is normal
- Try sharing the **entire screen** rather than a specific window
- On macOS, check the **Screen Recording** permission (see next question)

**Sharing stops**:
- If you clicked the **Stop sharing** button in the browser bar, the session ends
- If you switch tabs while sharing a **specific tab**, sharing may stop on some browsers
- Check your **internet connection** — an unstable connection can interrupt sharing

Question 16

macOS — "Screen Recording" permission required

Accepted Answer

On macOS, the browser needs a **system permission** to capture your screen. Without this permission, sharing will show a black screen or won't work.

1. Open **System Settings** (or System Preferences on older versions)
2. Go to **Privacy & Security** > **Screen Recording**
3. Toggle on the switch next to your browser (**Chrome**, **Firefox**, **Safari**, or **Microsoft Edge**)
4. If the browser is already in the list but it's not working, **toggle it off** then **toggle it back on**
5. **Restart the browser** after changing this permission

**Note**: macOS may prompt for this permission on the first sharing attempt. If the system popup appears, click **Open System Settings** and follow the steps above.

Question 17

iOS — Allow location

Accepted Answer

When the popup "groundcam.io would like to access your location" appears, tap **Allow**.

If you already denied:
1. In Safari's address bar, tap the **menu** icon (⋯) or **aA** depending on your iOS version
2. Tap **Website Settings**
3. Set **Location** to "Allow"

Or: **Settings > Apps > Safari > Location > Allow**

Question 18

Android — Allow location

Accepted Answer

When the permission popup appears, tap **Allow**.

If you already denied:
1. Tap the **lock** icon next to the URL
2. Tap **Permissions**
3. Set **Location** to "Allow"

Or: **Settings > Apps > Chrome > Permissions > Location > Allow**

Question 19

GPS is disabled on the device

Accepted Answer

Geolocation requires GPS to be enabled on your device:
- **iOS**: Settings > Privacy & Security > Location Services > **Enable**
- **Android**: Settings > Location > **Turn On**

**Note**: indoors, GPS accuracy may be reduced. The position will be approximate.

Question 20

Internet connection too weak

Accepted Answer

The video session requires a stable connection.

**Recommendations**:
- Minimum: **4G** or **stable Wi-Fi**
- If the video is choppy: move closer to the Wi-Fi access point or switch to mobile data
- Disable **data saving mode** if enabled on your device

Question 21

Disconnection during the session

Accepted Answer

If you get disconnected during the session:
1. **Refresh the page** — if the agent is still connected, you can resume the session
2. If the agent has left the session, it is over and the link will no longer work

Contact the person who invited you to get a new link if needed.

Question 22

VPN or proxy blocking the session

Accepted Answer

VPNs and proxies can block the live video connections required for the session.

**Solution**: temporarily disable your VPN or proxy for the duration of the session.

Question 23

Expired link or ended session

Accepted Answer

Session links have a limited validity period. If the link no longer works:
- The session was **ended** by the agent
- The link has **expired**

Contact the person who sent you the link to receive a new session link.

Question 24

Blank page or loading error

Accepted Answer

If the page doesn't load correctly:
1. **Refresh the page** (pull down on mobile)
2. Clear your browser **cache**
3. Try in **private browsing**
4. Check your internet connection

Question 25

"HTTPS required" message

Accepted Answer

The camera only works on secure sites (HTTPS). GroundCam always uses HTTPS automatically.

If this error appears, check that a **proxy** or **VPN** is not modifying your connection. Disable it temporarily and try again.

Trouble joining the session?

Camera & Video

Microphone & Audio

Geolocation

Connection & Network

Link & Access

Still stuck?

Trouble joining the session?

Camera & Video

Microphone & Audio

Geolocation

Connection & Network

Link & Access

Still stuck?

Trouble joining the session?

Camera & Video

iOS — Allow camera in Safari

iOS — Camera blocked in system settings

iOS — Link opens in an app (WhatsApp, Instagram...)

Android — Allow camera in Chrome

Android — Camera blocked in system settings

Android — Link opens in an app (WhatsApp, Instagram...)

Camera is being used by another application

Microphone & Audio

iOS — Allow microphone

Android — Allow microphone

No sound during the session

Screen Sharing

Chrome — Allow screen sharing

Firefox / Edge / Safari — Allow screen sharing

Screen sharing doesn't work on mobile

How to choose what I share (screen, window, tab)?

Black screen or sharing stops unexpectedly

macOS — "Screen Recording" permission required

Geolocation

iOS — Allow location

Android — Allow location

GPS is disabled on the device

Connection & Network

Internet connection too weak

Disconnection during the session

VPN or proxy blocking the session

Link & Access

Expired link or ended session

Blank page or loading error

"HTTPS required" message

Still stuck?

Trouble joining the session?

Camera & Video

iOS — Allow camera in Safari

iOS — Camera blocked in system settings

iOS — Link opens in an app (WhatsApp, Instagram...)

Android — Allow camera in Chrome

Android — Camera blocked in system settings

Android — Link opens in an app (WhatsApp, Instagram...)

Camera is being used by another application

Microphone & Audio

iOS — Allow microphone

Android — Allow microphone

No sound during the session

Screen Sharing

Chrome — Allow screen sharing

Firefox / Edge / Safari — Allow screen sharing

Screen sharing doesn't work on mobile

How to choose what I share (screen, window, tab)?

Black screen or sharing stops unexpectedly

macOS — "Screen Recording" permission required

Geolocation

iOS — Allow location

Android — Allow location

GPS is disabled on the device

Connection & Network

Internet connection too weak

Disconnection during the session

VPN or proxy blocking the session

Link & Access

Expired link or ended session

Blank page or loading error

"HTTPS required" message

Still stuck?