Troubleshooting Video or Audio Issues

Applies to:
Patients

Summary:
If you’re having trouble seeing or hearing your provider during a visit, this guide covers common fixes to get you reconnected quickly.

Common Video & Audio Problems (and Fixes)

1. Camera or Microphone Not Working

   • Make sure your browser or app has permission to access your camera and microphone

   • If prompted, click “Allow”

   • Close other apps (like Zoom or FaceTime) that may be using your camera

2. No Sound

   • Check your device volume — make sure it’s turned up and not muted

   • If using headphones, ensure they’re plugged in or paired properly

   • Try switching audio sources (e.g., speaker → headphones)

3. Your Provider Can’t Hear or See You

   • Restart your browser or app

   • Try rejoining the visit

   • Check your camera/mic settings in your system or app

4. Frozen Screen or Choppy Video

   • Move closer to your Wi-Fi router

   • Close other apps or tabs using internet bandwidth

   • If possible, switch to a stronger connection (like wired internet or a different Wi-Fi)

5. Using a Phone?

   • Ensure your device’s OS and app are up to date

   • Try turning airplane mode on and off to reset your connection

Best Practices Before Your Visit

• Use the latest version of Google Chrome (recommended) or Safari

• Restart your device before the appointment

• Join from a quiet, well-lit space with a strong connection