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.