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Unable to see patient (or patient unable to see me)
Unable to see patient (or patient unable to see me)

How to fix issues with video

Colin avatar
Written by Colin
Updated over a week ago

Your patient may not see you for several reasons.

First, it's good to run a pre-call test on your device to make sure your camera is set up and working.

If you are having issues, here are a few things to try:

Refresh your browser

Sometimes your browser doesn't connect to the webcam properly. Restart your browser to give it another opportunity to connect properly.

Did you give permission to access your webcam?

The first time you log into, your browser will request permission to access your webcam and microphone. If you denied access, they won't see your video.

Restart your computer

Sometimes other video programs (for example, Skype or FaceTime) can block access to the camera. Restart your computer or close these programs.

Do you have the correct camera selected?

If your computer has multiple webcams, the wrong one may be selected. Make sure you are using the correct webcam.

Do you have a webcam?

If you are using a computer that doesn't have a webcam, or it's not plugged in or turned on, they won't see your video. Make sure you have a working camera.

Is something covering your webcam?

Some webcams have a privacy shield. If yours has one, make sure it isn't covering your camera.

Check antivirus, firewall or parental settings

If you have antivirus, firewall, or parental control software installed, make sure that is allowed to access and share your camera.

Is your browser up to date?

Your browser needs to be using the latest version.

Change browsers

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

Mac Update:

If you are using a Mac with the newest operating system, you'll need to give Chrome/Firefox access to the camera

If you have any questions, please contact our support team.

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