If you're using a Mac, use this guide as a starting point for troubleshooting telehealth appointments. Most likely, if you're encountering problems, they'll have to do with your microphone and camera. We'll go through the various ways to check your settings, depending on what browser you're using!

Follow the links below to jump to your relevant browser:

On your Mac, you can also find the System Preferences app, which will also allow you to check whether your browsers are allowing the camera and microphone to work. If you'd like to skip to this step, head right here.

Troubleshooting telehealth on Safari

☝️Note: You'll need to be on Safari 12 or above in order for telehealth appointments to work properly. Learn how to update Safari here.

When you try to connect to a telehealth call, Safari is going to ask if you want to allow the site to use your camera and microphone:

Pressing "Allow" should get everything to work as normal, but if you miss this step and somehow press "Don't Allow" (or "Never for This Website"), then you're going to have to inspect the settings to fix it up.

Head to the Safari menu in the upper-left of your screen, and then select Settings for This Website:

A new window will open up. Check to see what it says at the bottom, under Camera and Microphone:

If it says "Ask" or "Allow", then it means the camera and sound should work, but you may need to refresh the page to get it up-to-speed.

If it says "Deny", then you'll need to switch it to "Ask" or "Allow". Refresh the page, reconnect to the call, and you should be all set. 👍

☝️Note: At the very least, your preferences should say "Ask". This means that every time you open a telehealth call, Safari will ask if you want to use your camera and microphone (whereas "Allow" means they will automatically be allowed). "Deny" means that the camera and microphone will never be allowed, which doesn't really work for a video call!

Troubleshooting telehealth on Chrome

☝️Note: You'll need to be on a recent version of Chrome in order for telehealth to work properly. If your screen says your browser isn't supported, you may need to update your browser. Learn how to update Chrome here.

When you try to connect to a telehealth call, Chrome is going to ask if you want to allow the site to use your camera and microphone:

Pressing "Allow" should get everything to work as normal, but if you press "Block", then you're going to have to inspect the settings to fix it up.

Head to the Chrome menu in the upper-left of your screen, and select Preferences:

That will open up a new window. Select Site settings:

From there, look for the Camera and Microphone settings. They should either say "Ask before accessing" or "Allow":

If either of them say "Blocked", you you'll need to select the relevant one (either camera or microphone) and unblock it. That can be done by turning the little switch on the right-hand side from off (grey) to on (blue):

Here's a little video of that process in action—as we can see from this, both the camera and microphone start off blocked. We change the settings to unblock them, therefore changing the settings to "Always ask before accessing":

Once that's changed, go back to your telehealth appointment, refresh the page, and make sure to press "Allow" when prompted by the browser. That should fix things up for you. 👍

If that still doesn't work, check out the last section of this guide, which troubleshooting camera and microphone settings in your computer's System Preferences.

Troubleshooting telehealth on Firefox

☝️Note: You'll need to be on a recent version of Firefox in order for telehealth to work properly. If your screen says your browser isn't supported, you may need to update your browser. Learn how to update Firefox here.

When you try to connect to a telehealth call, Firefox is going to ask if you want to allow the site to use your camera and microphone:

Pressing "Allow" should get everything to work as normal, but if you press "Don't Allow", then you might need to inspect the settings to fix it up.

First, however, just refresh your page. This should give you that same prompt, and you can allow access! You'll get two more prompts:

You'll need to press OK on both of them to get the camera and microphone to work.

If that still doesn't work, check out the next section of this guide, which troubleshooting camera and microphone settings in your computer's System Preferences.

Troubleshooting telehealth in System Preferences

Your Mac's System Preferences is sort of the "brain" of your computer—this is where you can modify a lot of different permissions. One of these is the ability to specify whether "non-native browsers" (anything that's not Safari) can access your computer's camera and microphone. 

On your Mac, select the little Apple icon in the upper-left corner, and then select System Preferences:

Then select Security & Privacy:

Select Privacy:

Find the Camera and Microphone settings on the left:

On the right, make sure that your relevant browers (Chrome and/or Firefox) have a checkmark next to them:

If you need to make changes, click the lock symbol in the lower-left corner (this will both unlock and save any changes you make). You will be prompted to enter your Mac's credentials (username and password) to make/save these changes.

Now, go back to your telehealth call, and ideally your camera and microphone should work!

If none of the above helps, our support team is certainly able to have a look and see what might be going on. Just send us a message and we'll see what we can do!

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