Troubleshooting virtual consultations
If you are experiencing difficulties either joining, or during your virtual consultation these frequently asked questions for guidance.
Can't hear others?
Speakers/headset:
- Is the volume at an audible level?
- If your speakers/headset is external is it plugged in securely?
- If your speakers/headset need power are they switched on?
- Are your speakers/headset being used by the computer? Check computer's audio settings.
- Are you hearing an echo? Check computer's audio settings.
Can't see?
Web camera:
- If your camera is external is it plugged in securely?
- In Chrome, is your browser using the correct camera? Click camera icon in Call Screen's address bar, check access and selected camera.
- Is other software using the camera? For example Skype is also running. Your computer may require computer reboot.
- Do your Firewall settings allow video stream? Ask whomever looks after your firewall for help.
Others can't hear you?
Microphone:
- If your microphone is external is it plugged in securely?
- Is your microphone being used by the computer? Check computer's audio settings.
- Is Chrome using the correct microphone? Click camera icon in Call Screen's address bar; check access and selected microphone.
- Are you muted? Either Call Screen, or device's audio.
- Is tther software using the microphone? For example is skype also running? Your computer may require computer reboot.
Poor video/audio quality?
- Connection to Internet okay?
- Check speed and latency at www.speedtest.net
- Are others on the network using lots of bandwidth? For example is someone watching Netflix or YouTube.
- Is the modem/router working properly? (Wireless network) Get closer to access point.
Are you using the current browser version?
Latest Google Chrome?
Latest Safari?