Camera not working
The video page is saying that another app is using my video and microphone, but no other app is actually doing that.
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I am having the same issue this week. Has SP acknowledged a problem so far? This is what I keep getting.
Can't access your microphone or camera
×The browser couldn't capture audio and video with your microphone and camera, probably because another app or tab has reserved them.
Try closing any apps or tabs that may be reserving the microphone and camera, then refresh this page. If that doesn't work, restart your browser or computer. -
I am also experiencing this issue, and it started about a month ago. My camera & mic work in every other app without issue, including other browsers. I have been troubleshooting this for weeks to no avail. Nothing I have done has fixed it. It appears to be an issue within SimplePractice.
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I had this exact issue, and it started for me in mid-December 2024. I was using an external webcam, and I initially thought that this was the culprit, but further investigation indicated that my built-in laptop webcam was also not working with SimplePractice, even though both webcams were working fine with Zoom and other applications. After extensive troubleshooting, I ended up using the Device Manager in Windows to find my built-in webcam, and I noticed the drivers were updated right around the date that my webcam stopped functioning properly. I decided to Roll Back the drivers to the previous version (from 2006), and this completely resolved the issue. Both the internal and external webcams now work perfectly with SimplePractice. I'm guessing that this driver update messed things up for many folks around the same time.
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I have been in dialog with tech support about this since 12/12/24 with no resolution. I forwarded this comment thread to the tech support rep to let him know that others are having this issue. Jason Grossman’s fix unfortunately was not relevant to my situation. I was also advised to make sure my internal camera was disabled through Windows settings. This had always been the case before I started having the issue so was not relevant either. I have no problem using the external webcam with Zoom, other apps, and a range of browsers. I paid for a business level Zoom account (which uses end to end encryption) and have been using this to conduct sessions since December. So an expensive workaround. The tech support rep has been very kind and trying to help but seems to have to coordinate with an internal development team and apparently they aren’t as responsive. The issue seems to be that SimplePractice can’t “see” the list of camera devices available in the browser, despite these being enabled, as the dropdown in SP telehealth settings to pick the camera is empty.
I suggest others put in tech support requests for this and maybe that will bump it up the priority stack for resolution. You can do this by clicking the question mark icon in the lower left of the SP home page, type in a question, say “no” a couple of times to the bot’s responses for solution, and then you will be prompted to email tech support.
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Just this week when I start the video visit, I keep getting a pop up that my camera and microphone is being used by another app so I need to close those other apps before I can join the video. No other apps on my computer is using my microphone and camera. The only way to fix it is to restart my computer. I don't want to keep restarting this daily. I think it's a tech issue with Simple Practice. I need help to fix this. Trying to contact tech support.
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HEY HEY, I just got off the phone with the help desk. They had me open Google Chrome instead of my Safari browser and it worked over there! Not a permanent solution, but a workaround that will enable me to keep my video sessions going on my desktop Mac until it's fixed! Just wanted to share...
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