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.