Audio or Video Device Challenges Whilst Joining Your Call

To begin your video consultation, the platform requires access to your device's camera and microphone. If you are experiencing difficulty accessing the video consultation, the first step is to confirm that your device permissions allow your browser, or app, to use the camera and microphone. The steps to do this differ depending on whether you are joining from a laptop or computer, or from a mobile device. Please refer to the relevant section below.

Joining from a Laptop or Computer

If you are experiencing difficulty accessing the video consultation on a laptop or computer, please begin by disconnecting the USB cable for your camera or microphone and reconnecting it.

If this does not resolve the issue, please check your browser settings, as the browser may not currently have permission to access your camera or microphone. This can be checked by selecting the icon at the beginning of your browser's address bar, which will appear as a settings symbol or three dots.

Selecting this icon will display the following options:

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

Joining from a Mobile Device

If you are joining your video consultation from a mobile phone or tablet, and your camera or microphone is not being recognised by the platform (for example, it does not appear as an available option during your equipment test, or when switching between audio or camera devices), this is most commonly caused by your device's permission settings rather than a fault with the equipment itself.

For Apple devices: Open Settings, then locate the browser application you are using to join your consultation, such as Safari or Chrome. Ensure that both Camera and Microphone access are enabled for this application.

For Android devices: Open your device's Permission Manager, which can usually be found under Settings, then Apps, then Permissions. The exact location may vary depending on your device manufacturer. Select Camera and Microphone, and confirm that your browser is listed and permitted to access both.

Once you have updated your permissions, please close and reopen your browser, and attempt your equipment test again.

Switching Between Devices During Your Call

Once you have joined your video consultation, if more than one camera is available to you, such as a built-in camera and an external or USB camera, you may select the 'Cam' button at the bottom of the call screen to switch between the available options.

If you continue to experience difficulty after following the steps above, please contact your consultation provider for further assistance.