Here’s how I’d troubleshoot it quickly and systematically:
1. Confirm the correct microphone is selected (Mac level)
Sometimes the Mac is using the wrong input (like AirPods that aren’t active).
Go to System Settings → Sound → Input
Have them talk and watch the input meter
If it’s not moving → wrong mic selected or hardware issue
Manually select the intended mic (MacBook mic, headset, etc.)
2. Check browser-level microphone permissions
Even if Mac allows it, the browser might not.
In Chrome:
Go to:
chrome://settings/content/microphoneMake sure:
Correct mic is selected
Shilo site is Allowed
Or while on Shilo:
Click the 🔒 lock icon in the URL bar
Ensure Microphone = Allow
👉 Then refresh the page after changing this (important)
3. Close conflicting apps
Mac only lets one app fully control the mic at times.
Have them fully quit:
Zoom
Slack (calls)
Google Meet tabs
Loom
Any screen recorder
Then retry Shilo.
5. Test mic outside Shilo
This isolates whether it’s a Shilo issue or system issue.
Quick tests:
Voice Memos app (Mac)
Google Meet mic test
If it fails everywhere → system issue
If it works elsewhere → likely browser
6. Try a different browser
This solves a surprising amount of issues.
If using Safari → switch to Chrome
If using Chrome → try Incognito or Firefox
7. Reset browser permissions (advanced but effective)
Sometimes permissions get stuck.
In Chrome:
Go to Settings → Privacy & Security → Site Settings
Remove Shilo from allowed/blocked mic list
Reopen site → re-allow mic fresh
8. Check Mac privacy permissions (deep setting)
System Settings → Privacy & Security → Microphone
Make sure the browser (Chrome/Safari) is toggled ON
9. Bluetooth edge case (very common)
If using AirPods/headset:
Disconnect + reconnect
Or switch input to MacBook Mic temporarily
Bluetooth mics sometimes connect for output but not input
10. Quick “reset everything” fallback
If nothing works:
Quit browser completely
Disconnect all audio devices
Restart Mac
Open browser → go straight to Shilo → allow mic