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Troubleshooting Camera and Microphone Access for Telehealth Calls

Camera and Microphone Troubleshooting Tips for Computers and Devices

Troubleshooting Audio for Mac Computers

Step 1 - Launch the Apple menu on the top-left corner and select System Preferences

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Step 2 - Select the Sound Icon

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  • For Microphones, select the Input tab to choose which device you want to use. To test the microphone, speak into it and confirm if the input level rises and falls.

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  • For Speakers, select the Output tab to choose with device you want for your sound output.

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Troubleshooting Audio for Microsoft/Windows 10

Step 1 - From your Start Menu, open your Settings and select Privacy

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Step 2 - From the left menu bar, select Camera or Microphone

Allow apps to access your camera and Allow apps to access your microphone must be toggled to On.

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Most microphones will install the software they need to operate on your Windows computer after it has been plugged in to the computer the first time.

  • To change the default microphone on your Windows computer, confirm the microphone is connected to your computer.

  • From your Start menu, open Settings and select System and then Sound.

    • Under Input, select your microphone from the Choose your input device dropdown.

      • ​The Test your microphone bar should rise and fall as you speak into your microphone. If the bar not moving, select Troubleshoot to open a help page.

    • Under Output, select your device from the Choose your output device dropdown.

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Troubleshooting Audio on an Android phone/tablet

Confirm the Google Chrome app has access to your camera and microphone

 

From the Chrome app, a site that wants to access your microphone and camera will ask you to Allow or Block the website.

  • Allowed sites: Sites can start to record when you are on the site. If you are using a different Chrome tab or a different app, a site cannot start recording.

  • Blocked sites: Some sites will not work if you block them. For example, you will not be able to join a video conference.

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How to Change a Site's Camera and Microphone Permissions

From the Chrome app, select Chrome Settings (three vertical dots icon). From the Settings, navigate to Site Settings.

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Select either microphone or camera and turn the device to on.

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  • If the site you need to access the camera or microphone is Blocked,

    • Select the website address​

    • Select Access your camera/microphone​​

    • Select Allow

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Note: after performing any of the following steps on Android you will need to close the tab that contains the video call, navigate back to the Qure4u app you were using and start the video call again for the changes to take effect.

Possible Issues you may encounter on Android Devices

If you use Safari

When you start the Telehealth call and the pop up to give permission to the camera and microphone appears, if you are unable to select the Allow button, you may have an app on your phone that is using a feature called “Draw over other apps." This prevents you from making selections on pop-ups. 

To fix this issue you will need to inspect all apps on your Android device that could be using this feature and disable it. 

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