Healthie Video Calls: Troubleshooting Guide

There may be instances in which you need additional assistance to ensure a successful camera & microphone set up to access your Healthie video call session. Please review this article for best practices on setting up camera and microphone access. 

Allow Access to Your Camera and/or Microphone

In some cases, you may have denied permissions for the system to access your camera and/or microphone. Below you'll find the most common ways to enable these permissions. 

Using a computer:

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

Using a mobile device / tablet:

• Confirm 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. 
• Android: Navigate to Settings > Apps & Notifications > Healthie App > Permissions. More information about this can be found here: Control your app permissions on Android 6.0 & up
• iOS: Settings > Healthie. It would also be a good idea to double-check that Healthie is listed as an app with access to their Camera and Microphone, the settings for this can be found under Settings > Privacy > Camera and Settings > Privacy > Microphone. More information about this can be found here: Control access to hardware features on iPhone

Connect Your Headphones for Audio Output

By default, Healthie will connect to your built-in device speaker for audio calls. 

If you are connecting with headphones, here are some tips for you when connecting to your call: 

• Ensure that your bluetooth is enabled do your local device can find your bluetooth audio device (ie. AirPods) 
• Make sure that your local device is connected to your audio device. You may have to manually change the output selection to your device (ie. AirPods) 

• When joining your Healthie Video Call, you may see the option to select your audio device from the drop-down. By default, you'll be connected to the built-in audio option. 

PC Device: Adjust your browser settings

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

• 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

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

Internet Explorer is not supported for video calls. Instead, please use a different web browser, such as Microsoft Edge. Email hello@gethealthie.com if you need help allowing access to your camera and microphone.

Steps for this in Microsoft Edge can be found here: Windows 10 camera, microphone, and privacy

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

Mac device: Adjust your browser settings

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. 

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

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

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

Microsoft Edge

Steps for this in Microsoft Edge can be found here: Windows 10 camera, microphone, and privacy

Ensure 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.

If the issue persists after restarting your device, we'd recommend clearing one's browser cache as a next step:

Steps for this in Chrome can be found here: Clear cache & cookies
Steps for this in Firefox can be found here: How to clear the Firefox cache
Steps for this in Safari can be found here: Clear the history and cookies from Safari on your iPhone, iPad, or iPod touch

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. 

Troubleshooting Common Issues

Your client can see you, but not hear you

Please enable your microphone. We recommend, as a first action, is restarting your browser, as your computer may re-detect / prompt you to set up microphone access. As a second action, please make sure that you have an active microphone attached to your computer. 

You cannot see your client, even though they can see you

Your client's camera is likely not connected. Please instruct them to refresh their browser and ensure they have given their camera access. 

You cannot hear your client

Your client's microphone is likely not connected. Please instruct them to refresh their browser / restart their computer, and ensure they have given their microphone access. If using Zoom, they also have camera/mic tests.

Your client has two cameras

In this instance, please have the client click the camera icon on the top right of the URL bar and select " front-facing camera"

Your client can see themselves in video, but you cannot see them 

This may be related to browser extensions preventing you from sending video correctly. Check to see if you have any browser extensions installed that may be blocking traffic and/or disabling them. To check your Chrome browser extensions:

1. At the top right of your Chrome browser, click More   Settings.
2. Then on near the bottom left click Extensions.
3. To disable an extension, toggle the switch for that extension to the off position.

Once you've done that, please reload Healthie and see if that fixes the problem.