Healthdirect Australia Help Center

    Known issues and limitations

    12th February, 2021


    Known Issue/Limitation
    Description
    Workaround
    Facebook browser not compatible with Video Call Users who try to access a Video Call link through Facebook or Facebook messenger will be able to enter a call but the call will not successfully connect.  Ensure that users are not using Facebook browser when connecting to Video Call. Access the link to Video Call via a supported web browser.
    iOS version 14.2 audio issues at the start of a call iPhone and iPad users with iOS version 14.2 may experience a crackling sound at the start of the call which should resolve as the call progresses. This is an iOS issue that Apple is aware of.

    17/12/2020 This issue is resolved by updating to iOS 14.3 which has been released today. Please update your phone and/or device as soon as possible
    Issues with screen sharing using iOS devices Some iOS users may experience issues displaying screen shares. Unfortunately the refresh button does not resolve this issue.

    As refreshing the call does not resolve this issue when using iOS, you may need to restart the call. We are working to resolve this issue.
    Unable to share screen on Android devices Android devices are unable to share screen - this is an Android limitation. You can share images, pdf files etc but not an entire screen. Share an image or pdf rather that selecting share entire screen. Alternatively, use a different device.
    Issues with screen sharing using Google Chrome
    Chrome users may experience an intermittent issue displaying screen shares when there are more than two users in a call.
    Try pressing the refresh button as this often resolves the issue on non-iOS devices.
    YouTube Add on may not appear correctly when sharing multiple videos If you add more than one YouTube sharing tool to the same call the second video may not show correctly. We recommend that you only use one YouTube sharing tool at a time per call. Alternatively if you see this issue arise, a refresh of the call will resolve the problem.
    iOS devices using 13.6.1 may drop out of calls while waiting in the waiting area. iOS devices using 13.6.1 may have issues where if a waiting caller leaves the waiting call screen to use another app it may cause the call to drop out of the waiting area.
    If using this version of iOS please do not navigate away from the waiting call screen to minimise the chance of this issue occurring. This issue can also occur if the device goes to sleep, so setting your device to never sleep can also help.
    Changing your clinic unique domain can conflict with another clinic's short URL. If you decide to change your clinic unique domain to make your clinic URL shorter or easier to remember, it can conflict with another clinic's short URL if they end up being the same. If this happens the patients from the other clinic may end up in your waiting area. If this occurs please contact the Video Call team as soon as possible so we can sort out the issue.
    Adding a screenshare when using Safari (iOS devices)

    Adding screenshares -  Safari does not yet support the underlying technology that allows screensharing to take place, so you can't add a screenshare from Safari. Safari users can still receive screenshares.


    It is currently not possible to share your screen on an iPad or iPhone when using Safari.
    iOS devices may have an issue when downloading and saving shared whiteboards and pdf files. When a participant downloads a whiteboard or pdf file it opens a new tab so you can save. Once this happens it is difficult to get back to the call window and the call is disconnected. We are working on this issue and in the meantime participants can save the whiteboard or pdf file at the end of the call if required. This may disconnect the participant so please let them know beforehand that the consultation will finish when they download.
    iOS devices may sometimes not send audio stream correctly. Occasionally an iOS device will have a video call where the audio stream is not sent correctly. This can happen on both iPhone and iPad devices. If this occurs, simply refresh the call. This will  reload the audio stream correctly 
    Whiteboard sometimes not downloading correctly Shared whiteboards are sometimes unable to be saved. The download gets stuck on 'preparing file' and the Save button is greyed out. It appears that this issue occurs when the annotations are cut and pasted into the whiteboard.
    We are looking into this issue. Please use the tools available for the shared tool including the pen and text tools, rather than copying and pasting into the shared whiteboard.
    Device and bandwidth information for all participants in a video call

    1. It may take up to 60 seconds to gather and therefore display accurate information.

    2. Bandwidth statistics are only displayed when a peer (participant's computer/device) has an active connection to at least one other peer. For instance, if you have a single guest on hold in a call, the bandwidth will display ‘No information’ until there is an active connection again

    3. The bandwidth measurement is the sum of all the bandwidth usage across all active peer connections. This means that if you are connected to 2 other peers, and your connection with one has 250kbps upstream, and the other has 500kbps upstream, then you should expect to see 750kbps upstream displayed here

    4. Because the measurements are based on the active peer connections, the numbers indicated do not necessarily represent the maximum bandwidth capability of an individual's network connection, but rather, the current usage of the connection to each other. In a peer to peer environment, someone with a fast connection can only send data as fast as a person with a poor connection can receive it. Exceptions to this for services with call recording enabled as connections involve Coviu's SFU, and not directly to another peer. In that case, the connections will report on each peers connection to the SFU, so you will see a fast connection represented as such, and a bad connection similarly displayed as poor.

    5. The quality settings in a call will affect the amount of bandwidth used. For example, if a peer who has a fast connection has set their quality settings to ‘Bandwidth restricted’, this (just as with the traffic lights) will report their bandwidth as bad, because the connection use will be low (despite them having additional capacity). This does make me think that we should also report the quality setting selected by a user on this screen as well.

    N/A
    Add ons: Uninstall option  The following add-ons that enable the corresponding Video Tools are set and cannot be uninstalled: 
    • Share an image or PDF
    • Start a screenshare
    • Add a whiteboard
    • Share a document camera
    These tools will be available to all video call users. 
    Find New Add-ons This feature is not enabled. You cannot currently find and install new add-ons or add-ons you have previously uninstalled. When clicking the search button the system will bring out back to your homescreen. We plan to open up add-ons in the future and will include in a future release.
    Screenshare - certain Microsoft applications  

    When a user tries to share certain Microsoft applications (including Excel and PowerPoint), they do not appear for selection in the application window or they do not share correctly (this is a limitation of WebRTC which allows video call to work in real time).



    When choosing what to share, select the Entire Screen, rather than Application.
    Microphone precall on Mac When running a precall test on Mac, users are unable to successfully connect a Bluetooth connected microphone (eg headset). You will see a red error message stating "You do not have a microphone that meets the requirements for the call". Ensure your headset is on and 'awake' by pressing one of the buttons. Ensure the mic is not muted.
    Please note: even though the external mic may fail the precall test, it is likely to work in an actual video call.

    Xiaomi Redmi Note 3 and Oppo A73

    Xiaomi Redmi Note 3 and Oppo A73 do not support Android/Chrome to iOS/Safari video calls
    Platform level reports for long periods may not render Running a report for longer than two months as a user with many Organisational Units may result in the reports not being rendered. Reporting is now restricted for a 2-month period. Calendar date range is greyed out beyond 2 months from start date of the reporting period required.
    Ability to "add to call" from another clinic It is not currently possible to "add to call" a caller from another clinic.   Transfer the call that you would like from the other clinic to the clinic that you are already in a call in.  
    Last Name Field not Mandatory Callers can enter into a call without entering their last name. Advise users that they must enter in both First and Last Name if this is a mandatory requirement for your caller base.
    iOS devices - Switching cameras may not work automatically on certain iPads Switching from front to rear camera may not automatically switch the camera. Press the refresh button after you have switched the camera to resolve this issue.

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