We expect you to see a 'Request permissions' screen when you open your video consultation. 

Occasionally we see issues where this doesn't appear, or doesn't seem to have worked. This can then mean no sound for you or the patient OR no image for one of you.

This is typically due to an issue with your camera and/or microphone being blocked at a phone setting level, but it is quick to resolve.

Most common causes

  • You're on a phonecall at the same time - sadly, some phones aren't able to handle the microphone being used by two things, so if you're on a phonecall at the same time, our video call is likely to have trouble. Make sure you hang up the phonecall before you start your video call.
  • Another app using camera/microphone is running on the phone - make sure you've closed any apps like Zoom, Skype, or any other previous video tabs that might be accessing the camera and microphone.

Camera/microphone settings to check

Mobile

iPhone

  • Go to your "Settings"
  • Scroll down and tap on your browser e.g. Safari
  • Scroll down and you should see "Camera" and "Microphone" 
  • Tap into "Camera"/"Microphone" and click "Allow"

Android*

  • Go to your Settings
  • Click "App Settings & Notifications"
  • Scroll down and tap on your browser e.g. Chrome (you may have to click "See all apps" if not initially visible)
  • Click "Permissions"
  • Scroll down and you should see "Camera" and "Microphone" 
  • Tap into "Camera"/"Microphone" and enable them

*If you are still having issues with Chrome on Android, please try allow change your Chrome settings as per these steps

Whereby settings
You should also try these steps while in the room, to check what camera is being used (you might need to click 'continue without devices' first to enter the room) 

Desktop

See here to learn how you can run video consultations on your desktop (if you've got a webcam set up). 

Google Chrome settings

  1. Open Chrome .
  2. At the top right, click the 3 dots, and then Settings.
  3. At the bottom, click Advanced.
  4. Under "Privacy and security," click Site settings.
  5. Click Camera or Microphone.Turn Ask before accessing on or off. To remove an existing exception or permission, to the right of the site, click Delete.

Whereby settings
You can check what the room is trying to use by going to the cog in the top right (you might need to click 'continute without devices' first to enter the room)

Windows systems settings
See the bottom section of this article to learn how to tweak your computer's camera and microphone settings in your computer's Windows settings. 

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