Troubleshooting

If the doxy.me service is down

If doxy.me is down, please know we are working quickly to resolve the issue

Written by Doxy.me Help Center
Updated over a week ago

Understanding doxy.me's peer-to-peer technology

A direct connection between callers underpins our platform

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Connection Issues: Unable to start call

Use pre-call test to see which participants need to troubleshoot

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Minimum System Requirements

It does not take much to have a good experience with doxy.me

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Connection Issues: Poor Video Quality

How to fix choppy video or dropped calls

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Connection Issues: Diagnostic Tests

Run these tests to help identify problems

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Improve Internet speed in your home or office

Strengthening your network connection or increasing available bandwidth to improve call quality

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A step-by-step guide to diagnosing and resolving call issues

A comprehensive checklist for fixing problems with video, audio or connectivity

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Getting server status updates from doxy.me

Subscribe for information from the platform's status page

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Allow access to camera/mic for all browsers & operating systems

You need to give your browser permission

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Video Issue: My Patient Can't See Me

My webcam is not working, no video

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Video Issue: I Can't See My Patient's Video

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

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Allow Access to Camera in MacOS

What to do if your camera and mic are blocked in macOS

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Allow Access to Camera in Windows 10

What to do if your camera and mic are blocked in Windows 10

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Fix Camera After Windows 10 Update

Camera stopped working after I updated Windows 10

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Allow Access to Camera in Chrome

How to enable camera and microphone access in Chrome

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Allow Access to Camera in Chrome (Mobile/Tablet)

How to allow camera & microphone access on any Android device

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Allow Access to Camera in Safari

How to enable camera and microphone access in Safari

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Allow Camera Access to Safari - iPhone/ iPad/ Mac

Camera Not Working

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Allow Access to Camera in Safari (Mobile/Tablet)

How to give access to webcam & microphone on an iOS device

Written by Doxy.me Help Center
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Allow Access to Camera in Firefox

How to enable camera and microphone access in Firefox

Written by Doxy.me Help Center
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Allow Access to Camera in Firefox (Mobile/Tablet)

How to allow camera & microphone access on any Android device

Written by Doxy.me Help Center
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Allow Access to Camera in Edge

How to enable camera and microphone access in Chrome

Written by Doxy.me Help Center
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Allow Access to Camera in Edge (Mobile/Tablet)

How to allow camera & microphone access on any Android device

Written by Doxy.me Help Center
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Give access to camera: Surface Pro

How to give access to webcam & microphone on a Surface Pro

Written by Doxy.me Help Center
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Audio issue: I can't hear my patient

It could be their microphone or your speakers

Written by Doxy.me Help Center
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Audio issue: Microphone not working, patient can't hear me

My patient can't hear me, how can I fix it?

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Audio issue: My patient can't hear me

It could be your microphone or their speakers

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Audio issue: How can I stop an echo?

A few tips to make an echo go away

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How to change the microphone

Switch the audio source during a call

Written by Doxy.me Help Center
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Audio Issue: My Audio is Unclear

How to fix most audio quality issues during a call

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Patient is not appearing in my queue

Patient says they have checked in, but I cannot see them

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My patient says I'm not online

Why your patients may not see you in your waiting room

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Email Invite not Working

When I try to use email patient invite, it doesn't do anything

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Changing the email address from which your waiting room invitations are sent

Make sure you are signed into your preferred email account in your Web browser or desktop email application

Written by Doxy.me Help Center
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Change the email address or password on your account

Edit your login credentials on the Account Settings page

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Update the card used to pay for your subscription

Access payment info under Billing in the Account Settings

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Login issues: I forgot my password

How to reset your password

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Image won't upload to waiting room

My picture in waiting room won't save

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Login issues: Email not recognized

I try to login and it says my email is not recognized

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Meeting History is Missing

End times not showing up, missing columns or history

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How to update your Web browser

Make sure you are using the latest version of Chrome, Firefox, Safari or Edge

Written by Doxy.me Help Center
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Reset Chrome Permissions

What to do if you didn't allow camera or mic access

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Reset Chrome Permissions (Mobile/Tablet)

What to do if you didn't allow camera or mic access

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Reset Firefox Permissions

What to do if you didn't allow camera or mic access

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Reset Firefox Permissions (Mobile/Tablet)

What to do if you didn't allow camera or mic access

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Reset Edge Permissions

What to do if you didn't allow camera or mic access

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Reset Edge Permissions (Mobile/Tablet)

What to do if you didn't allow camera or mic access

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WebRTC

What it is, and how it relates to video call quality.

Written by Doxy.me Help Center
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How to update your operating system

Browsers often require an updated operating system

Written by Doxy.me Help Center
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Network security: Port and firewall configuration

How to get doxy.me to work with your network or firewall

Written by Doxy.me Help Center
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Update Camera and Mic Drivers

Update webcam with Device Manager / Lenovo Vantage or Logi Capture

Written by Doxy.me Help Center
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Screen share on MacOS

How to enable screen sharing in your macOS settings

Written by Doxy.me Help Center
Updated over a week ago