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Video issue: I can't see my patient's video
Video issue: I can't see my patient's video

You're on a call but don't see your patient

Dylan Turner avatar
Written by Dylan Turner
Updated over a week ago

Not being able to see your patient can be due to several reasons. 

Have your patient do the doxybot precall test to help them set up their camera:

Send your patient to:

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

Have them restart their browser

Sometimes your patient's browser doesn't connect to the webcam properly. Have them restart their browser to give it another opportunity to connect. 

Did patient give permission to access webcam?

The first time a patient checks in, their browser will request permission to access their webcam and microphone. If they denied access, you won't see their video.

Restart computer

Sometimes other video programs (such as Skype or FaceTime) can block access to the camera. Have the patient restart their computer or close these programs.

Do they have the correct camera selected?

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

Does the patient have a webcam?

Sometimes a patient tries to use a computer that doesn't have a webcam, or it's not plugged in or turned on. Make sure they have a working camera, and it is functional.  

Is something covering their webcam?

Some webcams have a privacy shield, make sure it isn't covering the camera.

Check antivirus, firewall, or parental settings

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

Is their browser up to date?

Their browser needs to be using the latest version

Change browsers

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

*Note following a recent update:

Mojave is the operating system (like Windows), and Safari is the browser (like Chrome/Firefox).

If you are using a Mac with the newest operating system, you'll need to give Chrome/Firefox access to the camera in Preferences > Privacy and Security > Camera/Microphone.

Additional Support Options

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

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