officially supports Chrome / Firefox / Safari 11+ use one of these options.   This applies to both provider and patient. Scroll down for common issues & troubleshooting steps pertaining to your browser. 

Quick technical questions

  • Group call video & audio lagging? Quickly sync video in control bar settings & refresh call. Learn more here 
  • Did you allow access to camera & mic in browser?                                                   Browsers will notify you when requesting access, be sure to 'Allow' it
  • Did you allow access to camera & mic in device settings?                                  Make sure Mac & Windows  settings aren't blocking access to browser 
  • Do you & everyone involved have enough bandwidth to support a video session? requires at least 750kbps for a call. Test your network speed here
  • Is your browser outdated?                                                                                     Check: Chrome / Firefox / on older MacOS, upgrade to at least High Sierra
  • Are any browser tabs & or apps already accessing the camera & mic?             Close tabs / right-click app icon and 'quit application'
  • Is there any antivirus software on your computer that limits external connections?   Be sure to whitelist and it's required services 
  • Is your external webcam & mic securely plugged into your computer?              Clear debris from ports / ensure device drivers are updated to latest version
  • Are you using a USB hub to connect your webcam?                                              Too many connections to a hub can bottleneck video throughput. Try plugging  webcam directly into computer. 
  • Is your camera lens blocked?                                                                                  Clear physical obstructions & smudges from camera lens  
  • Does your desktop monitor have an internal webcam?                                        Most do not, check top center of monitor for integrated camera
  • Do camera & mic not work with other apps such as Google Meet & Whereby?     There may be an issue with your computer hardware, contact the manufacturer 

If you're still having trouble and need help, contact our support team

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