Troubleshooting Telehealth
My Appointments
Last Update 3 years ago
As some web browsers do not support video calls, and/or your microphone and video are switched off by default on some devices, we recommend reading the following information before joining your Telehealth session.
For an optimal user experience, we recommend using Chrome on all devices. Alternatively Firefox is also supported.
The following devices also support additional browsers.
- Windows and Mac operating systems - Edge (Chromium)
- Apple devices - Safari
If you attempt to join your Telehealth session from a browser not mentioned above, your call may not connect and/or you may have a patchy connection.
Can't see yourself or your microphone is not working?
If you are unable to see or hear yourself when you first join a Telehealth session, it means you have not given My Appointments permission to access your camera and/or microphone. Without this permission, we cannot connect you to your video call.
Please note, by default, some browsers stop popups from opening (this is required to ask permission to access your video and microphone) and/or have video and microphone automatically switched off (particularly iPhones/iPad's).
Before joining your Telehealth session, please check the settings on your device. We've provided a step by step guide in the following articles.