If you run into any issues or problems when trying to join or create a TeleConsult please see the below steps that can assist you and your clients.

Launch button is not appearing?

There are two requirements to have the Launch Video Conference button appear:

  • The appointment needs to be in the future
  • TeleConsult appointment type must be selected

If both of these are met and it is still not appearing, try deleting and re-creating the appointment. If this does not work either, please contact our support team.

Supported browsers and Operating systems

Below we will list various browsers and the operating systems they are supported on, and how to allow access to the microphone and camera. As a general rule, try and use  Google Chrome Browser on all devices EXCEPT: an iPad/ iPhone in which case use Safari as your browser;

You will also want to avoid having Skype or Zoom active or open on your device at the same time you’re using TeleConsult as these applications may block your camera/ microphone (If this is still blocked, we can provide you further troubleshooting steps).

Google Chrome

Supported on:

  • Windows PC
  • Android OS
  • Linux OS
  • Mac OSX

Unsupported on:

  • Mac iOS

To allow Google Chrome (Both Mac and PC) to access your camera and microphone please follow each step listed below.

When entering a TeleConsult conference, if you are prompted to allow camera and microphone though, click Yes

If the prompt does not show up, please go through the next steps.

  1. Open Chrome.
  2. At the top right, click the three vertical dots then Settings.
  3. At the bottom, click Advanced.
  4. Under “Privacy and Security” click site settings.
  5. Click Camera and Microphone
  6. Turn Ask Before Accessing ON.

If neither of these solutions do not work please try;

  1. Shut down any programs or extensions that use, or have used the camera and microphone in the past as some programs can lock access to the camera and microphone from the browser. And example would be Skype or FaceTime. 
  2. Restart your computer. This may reset any permission settings that blocks access to the camera and microphone. 

Mozilla Firefox:

Supported on:

  • Windows PC
  • Android OS
  • Linux OS
  • Mac OSX

Unsupported on:

  • Mac iOS

To allow Mozilla Firefox(Both Mac and PC) to access your camera and microphone please follow each step listed below.

When entering a TeleConsult conference, if you are prompted to allow camera and microphone though, click Yes

If the prompt does not show up, please go through the next steps.

Changing camera permissions

  1. Click the menu button (top right corner of the browser) and select Options.
  2. Click Privacy & Security from the left menu.
  3. Scroll down to the Permissions section.
  4. Click the Settings… button for the Camera option.
  5. Enter the website URL in the Search field for the site that you want to access your camera.
  6. Press the Enter key. The website displays in the list below. You can remove it at any time by selecting it from the list and clicking the Remove Website.
  7. Select the Block new requests asking to access your camera checkbox if you do not want to give any other sites access to your camera.
  8. Click the Save Changes button.

Changing microphone permissions in Firefox

  1. Click the menu button  and select Options.
  2. Click Privacy & Security from the left menu.
  3. Scroll down to the Permissions section.
  4. Click the Settings… button for the Microphone option.
  5. Enter the website URL in the Search field for the site that you want to access your microphone.
  6. Press the Enter key. The website displays in the list below. You can remove it at any time by selecting it from the list and clicking the Remove Website.
  7. Select the Block new requests asking to access your microphone checkbox if you do not want to give any other sites access to your microphone.
  8. Click the Save Changes button.

Safari:

Supported on:

  • Mac iOS
  • Mac OSX

Unsupported on:

  • Windows PC
  • Linux OS
  • Android OS

To allow Safari to access your camera and microphone please follow each step listed below.

When entering a TeleConsult conference, if you are prompted to allow camera and microphone though, click Yes

If the prompt does not show up, please go through the next steps.

  1. On your Mac, choose Apple menu then System Preferences, click Security & Privacy, then click Privacy.
  2. Select Camera.
  3. Select the tick box next to an app to allow it to access your camera.
  4. Unselect the tick box to turn off access for that app.

If you turn off access for an app, you’re asked to turn it on again the next time that app tries to use your camera.

Microsoft Edge:

Supported 

Windows PC

Unsupported 

  • Mac iOS
  • Android OS
  • Linux OS

To allow Microsoft Edge to access your camera and microphone please follow each step listed below.

When entering a TeleConsult conference, if you are prompted to allow camera and microphone though, click ‘Yes’.

If the prompt does not show up, please go through the next steps.

  1. Open Microsoft Edge.
  2. Navigate to the website you want to manage.
  3. Click the Lock icon  next the website link in the address bar.
  4. Click Site Permissions Options.
  5. Use the drop-down menus to allow camera and microphones through for this website.

If neither of these solutions do not work please try;

  1. Shut down any programs or extensions that use, or have used the camera and microphone in the past as some programs can lock access to the camera and microphone from the browser. And example would be Skype or FaceTime. 
  2. Restart your computer. This may reset any permission settings that blocks access to the camera and microphone. 

Screen Sharing

Screen sharing is only available on google chrome.
To share your screen click on the screen share button at the bottom of your conference screen;

You will then be asked to select which screen you want to share. Once you are sharing your screen a banner will appear to indicate that this process has started.

Check For Blocking of Video using a Webcam Test 

If you have completed troubleshooting and are still unable to get access to the camera please go through the following steps:

  1. Ask the user on the browser they are trying to troubleshoot to go to www.webcamtests.com
  2. Ask the user to select the camera they wish to test and then ‘Test my Webcam’ 
  3. If the user is unable to connect their camera through this website then it is likely that their network does not allow video to be sent or their camera is being blocked up by another program. If this problem exists please close ALL programs that have access to the camera and microphone. 
  4. Simply closing a program may not be sufficient. You must make sure that the program is not open in any sense but exiting from the windows quick launch menu.
  5. You may need to remove any extensions from the browser that may need access to the camera and microphone. You can search for extensions/add ons in your browsers settings (steps to access settings are listed above)

Additional Troubleshooting steps

If none of these issues solve the problem, please restart your computer and remove any programs from starting up automatically on login.
Please follow these steps (NB: For Windows Operating Systems):

  1. Right-click on an empty area on the Taskbar and select Task Manager. 
  2. When Task Manager comes up, click the Startup tab and look through the list of programs that are enabled to run during startup. Then to stop them from running, right-click the program and select Disable. 

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