Telehealth: Troubleshooting Guide

How to resolve issues with a Telehealth video session

If you need to allow access to your camera or microphone, follow the steps below.

In some other cases, restarting your computer can resolve an issue with a Telehealth session.

Please select the type of computer and web browser that you're using:

On a PC (Microsoft Windows):

On a Mac:

Chrome on a PC (Windows) Computer

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

1) Click on the camera icon near the right side of the website address bar

2) Select the option that says "Always allow  https://gethealthie.com to access your camera and microphone" and press the "Done" button

3) Refresh your web browser

Firefox on a PC (Windows) Computer

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

1) Refresh your web browser

2) Select the option that says "Remember this decision" and click the "Allow" button

3) 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

4) Click on the "x" to the right of "Use the Microphone" and then click on the "x" to the right of "Use the Camera"

5) Refresh your web browser

6) Select the option that says "Remember this decision" and click the "Allow" button

Safari on a PC (Windows) Computer

Instructions are coming soon! Email lonnie@gethealthie.com if you need help allowing access to your camera and microphone.

Internet Explorer on a PC (Windows) Computer

Instructions are coming soon! Email lonnie@gethealthie.com if you need help allowing access to your camera and microphone.

Edge on a PC (Windows) Computer

Instructions are coming soon! Email lonnie@gethealthie.com if you need help allowing access to your camera and microphone.

Chrome on a Mac Computer

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

1) Click on the camera icon near the right side of the website address bar

2) Select the option that says "Always allow  https://gethealthie.com to access your camera and microphone" and press the "Done" button

3) Refresh your web browser


Firefox on a Mac Computer

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

1) Refresh your web browser

2) Select the option that says "Remember this decision" and click the "Allow" button

3) 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

4) Click on the "x" to the right of "Use the Microphone" and then click on the "x" to the right of "Use the Camera"

5) Refresh your web browser

6) Select the option that says "Remember this decision" and click the "Allow" button


Safari on a Mac Computer

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

1) Click the “Safari” menu item

2) Click on “Preferences”

3) Press “Websites”

4. Press “Camera” and change “Deny” to “Allow”

5) Press “Microphone” and change “Deny” to “Allow”

6) Refresh your web browser