Troubleshooting | Doxy.me Help Center

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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Camera issues

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

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Allow Access to Camera in Firefox

How to enable camera and microphone access in Firefox

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Allow Access to Camera in Firefox (Mobile/Tablet)

How to allow camera & microphone access on any Android device

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Allow Access to Camera in Edge

How to enable camera and microphone access in Chrome

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Allow Access to Camera in Edge (Mobile/Tablet)

How to allow camera & microphone access on any Android device

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Give access to camera: Surface Pro

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

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Audio Issues

Audio issue: I can't hear my patient

It could be their microphone or your speakers

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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

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Audio Issue: My Audio is Unclear

How to fix most audio quality issues during a call

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Check in issues

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 be appearing in the queue

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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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Account settings

Accepting HSA or FSA payment cards from your patients

Relevant settings must be configured in your account at Stripe.com

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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

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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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Browser issues

How to update your Web browser

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

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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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Technical

WebRTC

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

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How to update your operating system

Browsers often require an updated operating system

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Network security: Port and firewall configuration

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

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Update Camera and Mic Drivers

Update webcam with Device Manager / Lenovo Vantage or Logi Capture

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Screen share on MacOS

How to enable screen sharing in your macOS settings

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