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Troubleshooting Telehealth by coreplus

A few things you can try to troubleshoot sounds, video and other issues with your Telehealth by coreplus appointments.

Updated over a week ago

If you run into any problems when trying to join, create, or participate in a Telehealth by coreplus appointment, here are some steps that can assist you to resolve the issue:


Launch button is not appearing

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

  • The appointment needs to be in the present or future

  • A telehealth enabled appointment type must be selected

If both of these criteria are met and the launch button is still not appearing, try deleting and recreating the appointment. If this does not work either, please contact our support team.

πŸ’‘ Telehealth needs to be enabled on the appointment type BEFORE the appointment is created for the launch button to appear.

πŸ’‘ When you recreate a telehealth by coreplus appointment, the link for the appointment will change. If your appointment reminder has already been sent, make sure you let your client know the link has changed by sending them a manual SMS


The video is not working

If you can see them, but they can't see you, there could be a problem with your video settings. Here are a few things you can try to troubleshoot the problem.

1. Check that there is nothing physically blocking your camera, and that your camera is not on mute.

3. Go to www.webcamtests.com and click Test my Webcam. If you're unable to see yourself on this website it indicates that there is something wrong with your camera or that your network does not allow video to be sent. Alternatively, the site may say "your webcam is being used or blocked by another application". If you get this error, please close ALL programs that have access to the camera and microphone. Simply closing a program may not be sufficient. Please ensure the program is fully shut down and does not continue to run in the background.


The sound is not working

If you can hear them, but they can't hear you, there could be a problem with your microphone settings. Here are a few things you can try to troubleshoot the problem.

1. Check that your microphone is not muted in the Telehealth session or on the microphone itself - some microphones have a mute button on the microphone or the wire that connects it.

2. Check that the person who can't hear you has their device volume on and their speakers are working. They can confirm this by playing some music on their device.

4. Go to www.onlinemictest.com to test your microphone is working. Follow the instructions on the page. If you don't see the line on the mic test move then there may be an issue with your microphone set up.


Unable to share your screen

Sometimes, the settings on a Mac can stop you from sharing your screen on Telehealth by coreplus. If this occurs, you'll need to allow screen recording for your browser.

1. Go to the Apple icon and select System Preference

2. Go to Security & Privacy, then in the in Privacy tab, find Screen Recording

3. Select the tick box next to your browser to allow it to record your screen.


No Camera or Microphone Detected: Other participants in the room will be unable to see and hear you

If you get this error on your phone, you can fix it by closing all applications on your phone and opening the telehealth link again.


Unable to unmute or enable video

This is a permission issue within your browser, please see our separate help guide on how to fix this issue: Troubleshoot browser permissions for Telehealth by coreplus | coreplus help centre


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