Are Gruveo calls secure?
Is Gruveo HIPAA-compliant?
Why can’t I use Gruveo in Chrome or Firefox on iOS?
I’m getting a message that says “Your video configuration is incompatible with that of the other call participants”. What does it mean?
I am not receiving the confirmation link after signing up.
I am not receiving incoming calls on my Gruveo link.
I am getting a warning that says “Your microphone may not be working.”
I’m getting no microphone warning but the other party still cannot hear me.
The other party hears an echo when I’m on Firefox on Android. Why?
I am getting the “Cannot access camera and/or microphone” message when trying to make a call.
I have denied Gruveo access to my camera and mic and now I cannot connect.
I am getting the “Cannot access camera and/or microphone” message on macOS Catalina or later
We do not have a HIPAA compliance program implemented at this time, nor do we sign HIPAA Business Associate Agreements. It’s a business decision aimed at optimizing our resources and it does not mean that Gruveo is less secure than its peers.
Third-party browsers on iOS have to use Apple’s browser engine, which does not currently expose the WebRTC technology required for Gruveo to those third-party browsers. However, you can still make Gruveo calls in vanilla Safari on iOS 11 or later, or with our iOS app.
This issue occurs when one or more call participants use an older version of Safari on macOS or iOS. Safari prior to version 12.1 on macOS and Safari on iOS older than 12.2 do not support the full set of video codecs normally used by other Gruveo endpoints. This incompatibility may lead to some call participants being unable to see others and be seen by them. Call audio always comes through, however.
It is important to note that such incompatibility situations are quite rare. As users update their iOS and Mac devices (Safari 12.1 for macOS and iOS 12.2 became available in March 2019), they will become progressively rarer. If you do end up on a call with incompatible video, Gruveo will suggest the browser or app to use instead.
Please log in to Gruveo at www.gruveo.com, go to Settings and check if your email address is correct. If it is, please click “Resend confirmation” to have the confirmation link resent to you. If your email is incorrect, please click “Change Email” and change it to the correct one. You may also want to check your spam folder.
Please make sure you have incoming call notifications enabled on your device. Click here for details.
In modern Chrome and Firefox, Gruveo is able to detect when your microphone is not generating any sound (not even normal background noise). In such cases, Gruveo shows the warning asking you to check your microphone. Here are the steps to troubleshoot this:
In you are on a Mac:
If you are on Windows:
If the above doesn’t help, quit your browser and then start it again. Note to Mac users: Simply closing the browser window won’t work. Quit the application by pressing ⌘Q.
As a last resort, try rebooting your computer and then starting the Gruveo call again.
Gruveo is only able to detect microphone issues in modern versions of Chrome and Firefox. If you are using Safari, it is still possible that there is a problem with your microphone. Please refer to the question directly above for troubleshooting.
If you are using Chrome or Firefox but are not getting the microphone warning, then the issue is probably on the other party’s end. Please ask them to do the following:
Firefox on Android seems to have issues with acoustic echo cancellation. Try wearing a headset, or switch to Chrome which provides better sound quality on Android.
Please make sure that your microphone or microphone-equipped camera is plugged in as Gruveo won’t allow you to make calls without a mic. If the microphone is OK, see if Gruveo or your browser have been permanently denied access to your camera and mic. Please check the next two questions for details.
If you are using Safari on iOS, follow the steps below:
If you are using a desktop version of Chrome, do this:
If you are using Chrome on Android, follow these steps:
For Firefox on desktop, here is what you need to do:
Finally, if you are using the Gruveo iOS app:
Your browser may be denied microphone and camera permissions in macOS, which causes Gruveo to fail.
Try the following:
Didn’t find your question here? Click here to contact us.