Video Visit

1. If your medical professional or another participant says that they cannot see or hear you during a video session, please check to see that you can see yourself in the video thumbnail and check the mic and camera icons on the right-side of the page to ensure that they are turned on (no red slash mark)

   

2. If you cannot see yourself in the thumbnail or see red slashes over the mic or camera icons (as above), click on the icons to make sure that they are enabled.

   

3. If you get a message indicating that your browser does not have access to your mic or camera, then please follow the instructions below:
4. Click the lock icon in the upper left-hand corner.

   

5. Click Allow.
6. Click the X to close this popup and to return to the virtual visit.
7. Click the refresh button.

   

1. If your medical professional or another participant says that they cannot see or hear you during a video session, please check to see that you can see yourself in the video thumbnail and check the mic and camera icons on the right-side of the page to ensure that they are turned on (no red slash mark)

   

2. If you cannot see yourself in the thumbnail or see red slashes over the mic or camera icons (as above), click on the icons to make sure that they are enabled.
3. If you get a message indicating that your browser does not have access to your mic or camera, then please follow the instructions below:

   

4. Click the camera icon.

   

5. Select Remember this decision.

   

6. Click Allow to return to the virtual visit.
7. Click the refresh button.

   

8. Click on the camera and microphone icons on the right-side of the virtual visit and ensure that the red slashes are removed and that you can see yourself in the thumbnail at the bottom of the page.
9. You are all set for your video session with your medical professional!

If you are still having issues with your audio or video connection, follow the steps below.

1. Click the three horizontal lines in the upper right hand corner of your browser window and select Options.

   

2. In the left sidebar select Privacy & Security.

   

3. Click Settings in the Camera or Microphone row, as appropriate.

   

4. For both audio and video issues, make sure Allow has been selected for the URL used for your virtual visits.

   

   If you are still having audio issues, video issues, or both, make your you are running the latest version of Firefox. Click the appropriate link below for more information.

1. If your medical professional or another participant says that they cannot see or hear you during a video session, please check to see that you can see yourself in the video thumbnail and check the mic and camera icons on the right-side of the page to ensure that they are turned on (no red slash mark)

   

2. If you cannot see yourself in the thumbnail or see red slashes over the mic or camera icons (as above), you will need to click on the icons to make sure that they are enabled.
3. If you get a message indicating that your browser does not have access to your mic or camera, then please follow the instructions below:

   

4. Click the icon at the top of your screen with the letters “AA” and click Website Settings.

   

5. Under “Camera” please ensure that Allow is checked.

   

6. Under “Microphone” please ensure that Allow is checked.

   

7. Click Done in the top left to return to the virtual visit.
8. Click the refresh button.

   

9. Click on the camera and microphone icons on the right-side of the virtual visit and ensure that the red slashes are removed and that you can see yourself in the thumbnail at the bottom of the page.
10. You are all set for your video session with your medical professional!