If you're on a phone that runs Android (such as a Samsung phone), this guide will walk you through the steps to troubleshooting any video and audio issues you might be having.

Multiple browsers can be used on Android phones—typically, Chrome is quite popular, but sometimes you might use the "default" device browser (for example, the Samsung internet browser). We'll walk you through checking sound and video settings on the following Android phone browsers:

☝️Note: You'll need to be on an updated version of Android or above in order for telehealth appointments to work properly. This can typically be checked/updated in your device settings.

Troubleshooting telehealth on your Android phone (Chrome)

When you try to connect to a telehealth call from your Android phone, 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.

Typically refreshing the page will fix this—you'll be prompted again if you want to "Allow" access, and as long as you press that button, you should be set!

If that doesn't work, then you're going to want to go into Chrome's settings. To do this, within the Chrome app on your phone, tap the "menu" on the right (indicated by three dots). From there, press Settings, and then Site settings:

From there, you can find the camera and the microphone. Press either one, and you can see if you have any blocked sites. 

If your Cliniko account shows up there, select it:

Change the permissions on the next screen—press Access your camera and Access your microphone and switch it from "Block" to "Allow":

After that, go back to your Cliniko account, reopen that telehealth appointment, and things should work as normal!

☝️Note: The instructions above are specific to playing video and sound through Chrome on an Android phone. If you're trying to get an external camera or audio device (such as headphones) to work and the instructions don't work for this, you may need to look into the app settings for those specific devices.

Troubleshooting telehealth on your Android phone (Samsung browser)

When you try to connect to a telehealth call from your Android phone, the Samsung browser is going to ask if you want to allow the site to use your camera and microphone:

You'll then be prompted—again—to allow Samsung to record audio and video:

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

In the Samsung browser, press the "three lines" icon in the lower-left. From there, press Settings, and then Sites and notifications:

On the next screen, turn Block pop-ups to off:

After that, go back to your Cliniko account, reopen that telehealth appointment, and things should work as normal!

☝️Note: The instructions above are specific to playing video and sound through the Samsung browser. If you're trying to get an external camera or audio device (such as headphones) to work and the instructions don't work for this, you may need to look into the app settings for those specific devices.

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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