What if the microphone or sound doesn't work?
Microphone blocked by the browser, avatar that can't hear you or that you can't hear, dropped connection: the solutions, and how to answer by keyboard.
In FAQ and troubleshooting
- Which file formats are accepted?
- What are the system requirements for Complement?
- Why can't a learner see a course?
- Why can't you edit a course?
- Why is a course's publication refused?
- What if an import or AI generation fails?
- What if the microphone or sound doesn't work?
- What if you can't sign in?
- What does the "Access suspended" message mean?
The avatar talks to you and listens to you live, through a real-time connection. If you have trouble with the microphone or the sound, you can always continue in writing with the Write button.
The button shows "Mic blocked"#
Your browser is refusing access to the microphone.
- Click Mic blocked. The "Your microphone is blocked by the browser" window opens.
- Click the padlock icon, or the camera icon, in the address bar, allow the microphone, then reload the page.
- Click Answer with keyboard to continue in writing in the meantime.
If the microphone stays blocked, check that your computer's privacy settings allow your browser to use the microphone.
The avatar can't hear you#
- Click Mic, or press the space bar, before you speak. Click again, or press the space bar again, to send your question.
- The microphone is unavailable at times, for example during a video or while the avatar is preparing its answer. Wait until it is active again.
- Complement uses your browser's default microphone. Check that the right microphone is plugged in and selected in your computer's settings, and that no other application, such as a video-conferencing tool, is using it.
You can't hear the avatar#
- Check the volume, the selected audio output (speakers or headset), and that the tab is not muted.
- The avatar may be paused: it stops when you click on it, or when you switch tabs while it is speaking. Click on it to resume.
- In the meantime, turn on Subtitles to read what it says, and open Conversation to read back the exchanges.
The connection with the avatar is interrupted#
| Message | What to do |
|---|---|
| "Unable to reach", followed by the avatar's first name, then "Check your connection, then try again." | Check your internet connection, then click Try again. |
| "The connection was interrupted after your answer. Reconnect, then repeat it." | Click Reconnect, then give your answer again. |
| "The avatar model could not be loaded. Please try again in a moment." | Click Try again. |
For any other message, click Try again. Cancel takes you back to the course's table of contents.
On a corporate network, real-time connections must be allowed: see What are the system requirements for Complement?.
In the editor: dictation#
Course creators, dictation in the editor's fields also uses the microphone.
- "You need to give permission to use the microphone to record": allow the microphone as described above.
- "Your microphone is not available": the microphone is missing or already used by another application.
The problem persists#
In the player, click Problem? to write to support without leaving the course. Describe what you were doing and the message shown. See Get help.
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