This article describes a few steps you can take if you're experiencing issues with your Telehealth sessions.
- Granting Camera and Microphone Permissions
- I'm seeing a red error at the top of my Telehealth session
- I cannot hear the other participant
- The other participant cannot hear me
- The other participant cannot see me
- The video and audio are out of sync
- Known Issues
- I'm still having issues
Browser Compatibility
- Use the latest version of Google Chrome, Apple Safari, Mozilla Firefox, or Microsoft Edge.
- For mobile browsers, ensure your device runs iOS 12.2+ or Android 8.0+.
If you are using any other browser, e.g Microsoft Internet Explorer, Opera, or Brave you will likely have issues connecting to your session.
Granting Camera and Microphone Permissions
Without permission to access your camera and microphone, you cannot participate in sessions.
You will see the following error if your camera and microphone are not available:
If you see an error indicating no camera/microphone access, test them here:
For further troubleshooting, please follow the steps below:
If you cannot see yourself in the session, Practice Better does not have access to your camera.
Browsers like Firefox and Safari ask for permission each session. If denied, close and reopen the session and click Allow when prompted.
Click Allow when you see the following popups for camera and microphone permissions in Firefox or Safari:
Click Allow in Apple Safari:
Google Chrome will prompt you the first time you join a session. Click Allow while visiting the site to enable access to your camera and microphone, and reload the page to access your Telehealth session.
If you dismiss this popup without allowing access, you may need to manually enable permissions.
You can do this by clicking on the settings icon to the left of the address bar, then Site settings:
Update the Camera and Microphone permissions to Allow.
Head back to your telehealth window and click Reload.
I've accepted permissions, but I'm still seeing the red error message
Another application on your computer may be using your camera
If your computer's camera is in use by another application (e.g. Zoom or your PC's camera app), Practice Better won't be able to access your camera to conduct your session. Close other apps using the camera and rejoin.
Your browser may have trouble connecting to your computer's camera
Restart your computer if the browser cannot connect to your camera.
I cannot hear the other participant
Other than permissions issues, there are a couple of reasons why you may not be hearing the other participant:
Your audio output device is not set up correctly. This may happen if you have multiple output devices on your computer (e.g. headphones, speakers, monitor speakers) and audio is going through the wrong channel.
You can test and adjust your audio output devices by clicking on the Settings icon in the top-right corner of your Telehealth session:
Click Test speakers to see if the speaker you selected is working correctly. If it is, you will hear a doorbell sound.
The other participant cannot hear me
The other participant's audio input device is not set up correctly. This may happen if the participant has multiple input devices (e.g. both a webcam microphone and a headset microphone) and they are speaking through the wrong input device.
You can adjust your audio input by clicking on the Settings icon in the top-right corner of your Telehealth session.
For example, if you want to adjust your Microphone, click on the Microphone drop-down menu and select another audio input device from the options provided. Click Update to save your changes:
Once you have selected the correct microphone, the green bar underneath your microphone settings will respond if it detects your voice.
You can also click the 3 dots underneath the microphone icon to adjust your microphone settings. If your microphone detects your voice, this will also be reflected in the microphone icon:
The other participant cannot see me
Other than permission issues, if you have multiple cameras set up with your device (Ex/built-in front/rear camera or an external webcam) a participant may not be able to see you if you have not selected the correct one.
You can also click the 3 dots underneath your camera icon and ensure that you have selected the correct camera:
The video and audio are out of sync
Your video chat participant may experience a lag between your video and audio if you have too many open tabs/windows/apps on your computer or phone. Close any open tabs/apps then rejoin your video chat session.
If you are in a low-bandwidth environment or are experiencing poor connection, then you can reduce your video resolution for a smoother call.
To change your resolution, click the 3 dots underneath the camera icon and select the desired resolution:
If you or your participant’s connection is unstable, the following status will be displayed:
Known Issues
General
- Mirroring is not supported when viewing participants in Picture-in-Picture mode
Firefox
- When hosting a video session from Firefox your client may have trouble hearing you if using another browser. Workaround: Exit the session by closing the tab/window then re-join the session.
Safari
- On some versions of Safari, you may experience intermittent issues hearing the other participant after connecting to your session. Workaround: Exit the session and try re-joining using Google Chrome or Firefox for Mac.
Microsoft Edge
If you cannot see your participant's video in Microsoft Edge, your browser may require a lower security level.
- On desktop browsers using Microsoft Edge, users may see a purple background around text when receiving video. This is due to the Microsoft 'Enhance your security on the web' feature, in strict mode.
- The user can switch this feature off or change to Balanced mode, or you can add your URL to an exception list to correctly display the video. See the link for details.
Google Chrome
- If you are using Google Chrome and have gone through the above troubleshooting, and the telehealth participants still cannot see each other, please follow the steps below.
-
Open your Chrome browser Settings or copy and paste this in the address bar of a new browser tab: chrome://settings/
-
Click System from the menu on the left.
-
Toggle ON the option to Use graphics acceleration when available.
- Relaunch your browser.
I'm still having issues
- Close all browser tabs and windows, then reopen the portal and start the session again.
- Restart your computer if webcam or microphone issues continue.
- Clear browser cache and cookies, or try using an incognito window.
- Disable browser extensions one by one to identify any that interfere with the portal.