Audio or Video Device Challenges Whilst Joining Your Call
The platform requires access to your camera and microphone to begin the video consultation. If you are experiencing issues accessing the video consultation via a laptop or PC, please start by unplugging the USB connector on your camera or microphone and plugging it back in.
If this does not resolve the issue, the next step would be to check your browser settings as it may not have the required permissions to access your device. You can check this via the symbol at the beginning of your URL bar across the top of the screen: it will appear as a setting icon or three dots.
Once you have clicked onto the symbol, the following options will appear:
As you can see above, both the camera and microphone have been enabled, this is the correct option.
If the permissions were not enabled the icons would look like this:
Within Microsoft Edge, if permissions were not enabled, the icons would appear like this
And if you are using the Firefox browser, they would appear like this
Once you have joined your video consultation, if you have more than one camera available (e.g. built-in and external/USB), you can select the 'Cam' button at the bottom of the call screen to switch between the available camera options.
Additional Audio Troubleshooting
If you have ensured that your device permissions are correct and are still experiencing issues with your audio, the next step would be to check your device's sound settings.
On a Windows laptop, tablet, or PC, select the speaker icon within the taskbar at the bottom-right of your screen, this will open the system settings. Next you will need to select 'Sound' and then 'Volume Mixer'.
This screen shows your input and output devices (e.g. headset and microphone). If you have multiple devices, they'll appear within the dropdown list found by clicking the arrow next to the device name; Please ensure that the correct devices are selected and that volume levels are comfortable.
Some browsers also display the active device and volume level. If the volume appears very low, please adjust the slider to a more suitable level.
If you’re still experiencing issues after following the previous steps, please try the suggestions below before contacting your consultation provider:
Try an alternative device: If you are using a computer, switch to a tablet or smartphone, or vice versa. This helps identify whether the issue is related to the device itself (e.g., outdated operating system or local settings).
Use a different browser: We recommend trying the most up-to-date versions of Google Chrome, Microsoft Edge, or Safari. If one browser does not connect successfully, switching often resolves compatibility problems.
Check your internet connection: Video consultations require a stable connection. Run a quick speed test (for example, using speedtest.net) and ensure you have at least 2 Mbps upload and download speeds. If the connection is unstable, try moving closer to your router, restarting your router, or switching to a wired connection where available.
Review security software and settings: Virtual Private Networks (VPNs), antivirus software, or firewall restrictions can sometimes block access to video or audio streams. Where possible, disable these temporarily or adjust the settings to allow your video consultations to run.