Known issues and limitations
Updated 2nd September, 2026
Known Issue/Limitation |
Description |
Workaround |
| iOS devices (iPhone and iPad): | ||
| Video feed is rotated incorrectly on some devices | Some users experience an issue where their video feed rotates incorrectly in the call (so they can appear sideways). Our developers are working to resolve this issue. | Please use another browser, such as Google Chrome or Microsoft Edge as this may resolve the issue until it is fixed for Apple Safari. You can also try and disable Apple's “centre stage” feature to continue to use safari. |
| AirPods automatically pause audio when removed from ears | AirPods are designed to pause audio automatically when they're removed from your ears—this includes Video Calls. If you remove an AirPod momentarily, audio can pause or cut out. This can be controlled in AirPods settings. |
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| Adding a screenshare when using Safari (iOS devices) | Adding screenshares - Safari on iOS does not yet support the underlying technology that allows screensharing to take place, so you can't add a screenshare from Safari on iPhones and iPads. Safari users can still receive screenshares. | It is currently not possible to share your screen on an iPad or iPhone when using Safari. This is an Apple limitation. |
| Android devices: | ||
| Unable to share screen on Android devices | Android devices are unable to share screen using a mobile browser - this is an Android limitation when using WebRTC (Web Real-Time Communication) for enabling real-time video, audio and data within web browsers. You can share images, pdf files etc but not a screen or application. | Share an image or pdf rather that selecting share entire screen or application. Alternatively, use a different device if possible. |
| Unable to use Live Captions on Android devices | Some android phones are unable to generate live captions in Video Call sessions. | Live Caption works well on iPhones and iPads. Please use alternative devices like desktop or laptop computers in case your Android device does not permit it. |
| MacOS devices: | ||
| Outer scroll bar may not be accessible when scrolling | In some cases not all scroll bars will be accessible by default on your Mac - depending on the Operating System version and the web browser. This is a Mac setting. | To access all scroll bars go to System Settings > Appearance > Show scroll bars and set to Always. |
| Safari on MacOS devices: | ||
| Share entire screen only in Apple Safari on Mac | The Apple Safari web browser on macOS devices is limited to sharing the entire screen only (you can’t select to share just a window or tab). |
Share your entire screen and make the desired window full screen. Users may still share a window or tab while sharing their entire screen. If they would like to share a tab or window only, they should try using an alternative browser (Chrome or Edge). |
| Pre-call Test: | ||
| Bluetooth connected microphone pre-call test 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. |
| Video Call Apps: | ||
| Apps: Uninstall option |
The following Apps that enable the corresponding Video Apps & Tools are set and cannot be uninstalled:
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These tools will be available to all Video Call users in the Apps & Tools drawer in the Video Call screen. |
| Find Apps | This feature is not enabled. You cannot currently find and install apps or apps you have previously uninstalled. When clicking the search button the system will bring out back to your home screen. | We plan to open up apps in the future and will include in a future release. |
| General known issues: | ||
| Remote screen control is not available | Unlike platforms such as Microsoft Teams, healthdirect Video Call, which is built on WebRTC (Web Real-Time Communication) does not support remote control of a participant’s screen. This means that while a participant can share their screen (except on Android devices), other users in the call cannot interact with or control it. | There is no workaround for this limitation in the Video Call service. |
| When both Live Captions and the 2M Lingo apps are installed in a clinic, the control icon is same for both apps in the Video Call Screen. |
Clinics who have both the 2M lingo app and the Live captions app enabled will be experiencing an issue where the logos are overlapped. This is simply a cosmetic issue but does not effect functionality. |
Hover over either icon and it will display the text for the application. Click on the icon to launch the application. |
| 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. |
| 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. |
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