Not being able to hear your patient can be due to several reasons. Here are a few things to try:

Refresh your browsers
Sometimes your browser doesn't connect to your patient's microphone or your speakers properly. Restart both your browsers to give it another chance to connect properly. 

Are your speakers turned on?
Make sure you can hear sound from you speakers. If your computer has headphones or other speakers connected, make sure the sound isn't playing there. To confirm that sound is coming from your computer, play this video.

Does your patient have a microphone?
Your patient's computer may not have a microphone, or it's not plugged in or turned on. Make sure they have a working microphone.

Is your patient's microphone muted?
If your patient has a microphone with a press-to-mute button, make sure it isn't muted. Also, has it's own mute button, make sure they don't have it on. 

Did your patient give permission to access their microphone?
The first time you patient checks into, their browser will request permission to access their microphone. If they denied access, you won't hear them.

Restart both your computers *
Sometimes other video programs (e.g. Skype, Facetime) can block access to your microphone or speakers. Restart both of your computers, or close these programs, then try again.

Is your browser up to date?
Out of date browsers can cause audio issues, make sure your browser is on the latest version

Change browsers
If your current browser isn't working, try using a different browser

Check your computer settings
Your patient's computer settings may prevent them from sharing their microphone. Have them check their microphone computer settings on Windows or Mac

Check antivirus, firewall or parental settings
You patient may have antivirus, firewall, or parental control software installed that is blocking access to their microphone. 

If you still can't hear your patient after trying these steps, contact our support team.

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