Connection Help

Having trouble with video or audio?

Let's solve it together here.

Please do "Environment Check" first.

Usage Environment Example

Wired WiFi Connection
Wired WiFi Connection
Pocket WiFi
Pocket WiFi
Mobile Hotspot

Mobile Hotspot

If you want to enjoy stable lessons, we recommend using a wired LAN connection.

Common problems and solutions

If there's a problem detected with the 'Environment Check', try the solutions below.
In most cases, simply setting up your computer or headset correctly will solve the problem.
If the problem persists, check other solutions as well.
Click here for other solutions

1. Not a recommended browser
Not a recommended browser
① Please install one of the recommended browsers (Google Chrome, Firefox, Microsoft Edge) and try again.

Browsers such as Internet Explorer and Safari are not compatible with Native Camp lessons.

Please follow the instructions in the link below to install and use the recommended browsers.

・Recommended Browser Installation Instructions

  • Use the app on your mobile device (smartphone, tablet).
  • Windows RT (OS installed in Surface2, etc. ) is not supported.
・App
2. Can't send or receive text chat
Can't send or receive text chat
① Please use the latest version of the recommended browsers.

Even if you are using a recommended browser, older versions may not work. Please make sure your browser is updated to the latest version.

・Chrome Update Method

・Firefox Update Method

・Microsoft Edge update method

② Please enable JavaScript.

If JavaScript is disabled, many features will not work properly, including text chat. Please enable JavaScript in your browser settings.

・How to enable JavaScript

3. I can't use my mic
マイクが使えません
① Make sure your microphone is connected.

Make sure that a microphone (headset or earphone with a microphone) is connected to your computer.

  • If you do not have a headset or earphones with a microphone, you can purchase them at electronics retailers and online shops for around 1,000 yen
② Please allow ja.nativecamp.net access to your microphone

To use lessons, you need to set microphone access permissions to ja.nativecamp.net
Please check the contents of the link below and set the access permission to the microphone you are using.

・Camera / Mic Setup

4. Video/audio communication is not possible
Video/audio communication is not possible
① If you are accessing from outside your home, please change the location and try again.

Access from specific areas such as schools and companies may be restricted by security. Please change the access location and try to connect again.

② Try turning off your security software temporarily.

Connection may be restricted by security software. Temporarily turn off the security software or add ja.nativecamp.net to the whitelist (trust list) of the security software.

  • The setting method differs depending on the software you are using. Please contact the manufacturer for information on how to configure the software.
③ Please check your network connection and try again.

Communication disruptions or delays may arise from insufficient line speed (bandwidth).
Please check the network connection and try again.

  • If the internet speed is below the recommended 5 Mbps, delays are likely to occur.
  • We recommend using a wired internet connection for a more stable connection compared to a wireless connection.
  • For a stable connection during a lesson, turn off video for both the tutor and yourself and use audio-only lessons if your internet speed is below 5 Mbps.
  • You can check your internet speed by clicking 'Run Speed Test' from the link below.

・Run Speed test.

5. I can't use the camera / I can't see my image
I can't see my image
① Check if the camera is connected (built-in).

Make sure your computer has a webcam connected or built in.

  • If you don't have a webcam, you can purchase one at an electronics store or online shop for around 1,000 yen.
  • It is also possible to do lessons without using a camera.
② Please allow access to the camera.

In order to use the camera for lessons, you need to set camera access permissions to nativecamp.net.
Please check the contents of the link below and set the access permission to the camera you are using.

・Camera / Mic Setup

③ Make sure that the camera and microphone devices are selected correctly.

Please refer to the link below and check if the correct camera is selected.

・Camera / Mic Setup

④ Please try to update the camera driver (imaging device).

In some cases, it can be improved by updating the device driver from the device manager screen. Please check the contents of the link below and try it once.

・How to update Device Drivers

  • Please note that the display method of the device manager changes depending on the version of Windows.
For Windows 8/10】

Right-click the Start button > select Device Manager from the displayed items

6. Can you hear sound through headphones or speakers?
Can you hear sound through headphones or speakers??
① Please check that the speaker settings in your browser are correctly selected.

Please refer to the link below and check if the speaker to be used is correctly selected.

・Camera / Mic Setup

② Check that the speakers to be used are correctly selected in the computer settings.

※If multiple devices are connected, the output may be from another device.

For Windows】
・Have a look at this
For Mac】

Select the output device to use from Preferences > Sound > Output

③ Try updating your audio device driver.

In some cases, it can be improved by updating the device driver from the device manager screen. Please check the contents of the link below and try it once.

・How to update Device Drivers

  • Please note that the display method of the device manager changes depending on the version of Windows.
For Windows 8/10】

Right-click the Start button > select Device Manager from the displayed items

④ Make sure the volume setting on your computer is appropriate.

You may not be able to hear the audio because the computer volume is muted.

Other Solutions

If you have cleared "Environment Check" but are still having trouble during the lesson, please try the following solutions.

① Please make sure you are not opening too many browsers.

If you open the site in multiple browsers or multiple tabs, it may not work well.
Try closing unnecessary browsers and tabs.

② Log off apps such as Skype.

If you are running other apps that use the camera microphone (such as Skype), your device may connect to the other apps.

Please log off and close those running apps and try again.

③ Please try updating the device driver.

In some cases, it can be improved by updating the device driver from the device manager screen. Please check the contents of the link below and try it once.

・How to update Device Drivers

  • Please note that the display method of the device manager changes depending on the version of Windows.
For Windows 8/10】

Right-click the Start button > select Device Manager from the displayed items

④ Please try restarting your computer.

Sometimes it can be fixed by restarting the computer. Please try it once.

⑤ Please try changing your browser

There are cases where it can be improved by changing the browser. Please try a recommended browser other than the browser you are currently using.

・Download Chrome

・Download Firefox

・Download Microsoft Edge

⑥ Please enable JavaScript.

Many features, including lessons, will not work properly if JavaScript is disabled. Please enable JavaScript in your browser settings.

・How to enable JavaScript

⑦ If the video or audio is disturbed during the lesson, please turn off the video or change the network connection and try again.

Communication disruptions or delays may arise from insufficient line speed (bandwidth).
Please check the network connection and try again.

  • If the internet speed is below the recommended 5 Mbps, delays are likely to occur.
  • We recommend using a wired internet connection for a more stable connection compared to a wireless connection.
  • For a stable connection during a lesson, turn off video for both the tutor and yourself and use audio-only lessons if your internet speed is below 5 Mbps.
  • You can check your internet speed by clicking 'Run Speed Test' from the link below.

・Run Speed test.

If not resolved

Has the problem been resolved?
If the problem persists, please contact Native Camp Member Support Center
・Native Camp Customer Support Center

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