Troubleshooting Telehealth (desktop or laptop)

If you are unable to see yourself on video when you first join a call, it means you have not given My Appointments permission to access your camera. Without this permission, your video consult cannot begin.

When you first click the button to connect to the video call, a popup should show asking for permission to access your camera and microphone like in the above image (the popup may vary depending on what browser you are using). Click 'Allow' to give My Appointments permission and you'll then be connected. If you do not see this popup, it can be for 1 of 2 reasons. 

1. Your browser has blocked our popup tab. At the top of your screen, in the URL box, you'll see a message like the above flash. You should also see a little box (highlighted in pink above) that looks like this or similar. All you need to do is click this to open the tab. 

2. Your browser has blocked access to your camera, microphone or popup windows. To resolve this, follow these steps.

In Safari 

- In the top left of your browser, click on Safari

- Click on preferences

- At the top of your screen, click on websites

- On the left menu, check camera, microphone and popups and change the setting to 'Allow' for the My Appointments domain.

In Chrome

- In the top left of your browser, click Chrome

- Select preferences

- On the left menu select 'Security & privacy'

- Select site settings

- Under permissions, check camera and microphone and change settings to 'Allow' for the My Appointments domain. 

- Under content, check pop-ups & redirects and change settings to 'Allow' for the My Appointments domain.