Video Calls (Telehealth): Troubleshooting Guide

There may be instances in which you need additional assistance with regards to ensuring a successful camera & microphone set up to access your Healthie video call session. 

IN THIS ARTICLE:


Allowing access to your camera and/or microphone

In some cases, your camera and/or microphone may not be working as permissions have been denied. Below you'll find some common ways to allow these permissions. 

Note: If you are using the mobile app or a tablet to access a telehealth session, please make sure you have downloaded the Mobile App. Healthie Video Calls will not work on your mobile web browser (e.g., on Safari) from a mobile device or tablet. 

First step: Restart your computer

Restarting your computer may automatically resolve common issues with enabling camera/microphone permissions issues.  


Adjust your browser settings on a PC device

You may need to adjust the permissions/settings within the web browser that you are currently using. As these instructions vary based on the type of computer you're using, and the browser, please select your computer/browser combo from the list beloYou must have a video call session running in order to adjust these settings. If you prefer, you can create a test client account in order to launch a test video call. 

Chrome on a PC (Windows) Computer

If you're using the Chrome web browser, follow the steps below:

  • Click on the camera icon near the right side of the website address bar
  • Select the option that says "Always allow  https://gethealthie.com to access your camera and microphone" and press the "Done" button
  • Refresh your web browser

Adjust camera and microphone on Mac - Chrome

Firefox on a PC (Windows) Computer

If you're using the Firefox web browser, follow the steps below:

  • Refresh your web browser
  • Select the option that says "Remember this decision" and click the "Allow" button
  • If your camera or microphone don't begin to work at this point, click on the camera or microphone icon near the left side of the website address bar
  • Click on the "x" to the right of "Use the Microphone" and then click on the "x" to the right of "Use the Camera"
  • Refresh your web browser
  • Select the option that says "Remember this decision" and click the "Allow" button

Troubleshoot audio/video on Firefox using Mac

Safari on a PC (Windows) Computer

If you're using the Safari web browser, follow the steps below while using Healthie video call. 

  • Click the “Safari” menu item
  • Click on “Preferences”
  • Press “Websites”
  • Press “Camera” and change “Deny” to “Allow”
  • Press “Microphone” and change “Deny” to “Allow”
  • Refresh your web browser

Video/audio permissions on Safari using Mac

Internet Explorer on a PC (Windows) Computer

Email hello@gethealthie.com if you need help allowing access to your camera and microphone.

Edge on a PC (Windows) Computer

Email hello@gethealthie.com if you need help allowing access to your camera and microphone.


Adjust your browser settings on a Mac device 

If you have an apple device, you can reset your browser settings by following the instructions below. Instructions vary depending on the browser that you're using. You must have a video call session running in order to adjust these settings. If you prefer, you can create a test client account in order to launch a test video call. 

Chrome on a Mac Computer

If you're using the Chrome web browser, follow the steps below while using Healthie video call: 

  • Click on the camera icon near the right side of the website address bar
  • Select the option that says "Always allow https://gethealthie.com to access your camera and microphone" and press the "Done" button
  • Refresh your web browser

Adjust camera and microphone on Mac - Chrome

Firefox on a Mac Computer

If you're using the Firefox web browser, follow the steps below while using Healthie video call: 

  • Refresh your web browser
  • Select the option that says "Remember this decision" and click the "Allow" button
  • If your camera or microphone don't begin to work at this point, click on the camera or microphone icon near the left side of the website address bar
  • Click on the "x" to the right of "Use the Microphone" and then click on the "x" to the right of "Use the Camera"
  • Refresh your web browser again
  • Select the option that says "Remember this decision" and click the "Allow" button

Troubleshoot audio/video on Firefox using Mac

Safari on a Mac Computer

If you're using the Safari web browser, follow the steps below while using Healthie video call. 

  • Click the “Safari” menu item
  • Click on “Preferences”
  • Press “Websites”
  • Press “Camera” and change “Deny” to “Allow”
  • Press “Microphone” and change “Deny” to “Allow”
  • Refresh your web browser

Video/audio permissions on Safari using Mac


Ensuring a quality audio and video connection

If you are noticing any lags in the quality of sound/video, this is most commonly due to your internet access. Please make sure that you have a strong internet connection during your sessions. In addition, we recommend moving closer to your router (or restarting the router) to see if that improves your internet quality. 

Less commonly, another reason for the poor connection is that your computer or mobile device is running out of memory. We recommend checking your local storage, and confirming that you have sufficient bandwidth. Additionally, close unused browser tabs that could be using up internet bandwidth.

If the internet connection appears to be solid, sometimes refreshing the web browser where Healthie is will re-join the video call, and reset camera/microphone permissions.

Finally, trying to access your video call on another browser, may help us identify if a video call access issue is being caused by the browser, your internet connection, or something else. 

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