Troubleshooting Telehealth sessions (mobile device)

If you are using a mobile device including iPad's/tablets, you need to ensure you have allowed My Appointments permission to access your camera and microphone. Without this permission, we cannot connect you to your video call. You also need to ensure that your phone allows pop-up windows to open. To check these settings, follow these steps:

On an Apple device with Safari browser

1. Go to Settings
   
2. Select Safari
   
3. Scroll till you find 'Block Pop-ups' and make sure this is turned off
   
4. Scroll further down to 'Camera'. Select 'Ask' to allow My Appointments to request permission from you to access your camera
   
5. Select 'Microphone'. Click 'Ask' to allow My Appointments to request permission from you to access your microphone 
   

On an Apple device with Chrome browser

1. Go to Settings

2. Select Chrome 

3. Turn on camera and microphone 

On an Android device 

1. Go to settings
   
2. Scroll down to Apps
   
3. Select the app you use browse the internet, this is usually Google Chrome or Samsung internet
   
4. Click on 'Permissions' 
   
5. Click on 'Camera' & 'Microphone' and select 'Ask every time'