Healthdirect Australia Help Center

    Stuck at 'Restart camera'?

    Allow access to your camera to start a video call

    If your browser cannot access your camera you will get stuck when trying start a video call. This page explains several ways to resolve this issue.

    Video Call needs access to your device's camera to conduct a video consultation.

    As you start or join a Video call, you will be asked to allow access to your camera for the Healthdirect Video Call site. Always click Allow in this pop up box.

    If, however, you have disallowed access to your camera, you will get stuck because the camera is an essential requirement.

    When stuck on this page with a blocked camera, it is not sufficient to click "Restart camera" to re-activate the camera. You will need to go either into the browser settings or your mobile phone device settings to re-allow the camera.


    Click on the browser you are using below to see how to re-allow access to your camera. Please remember that the recommended browsers are Google Chrome on Windows, MacOS and Android devices and Safari on iOS devices (iPhone or iPad). These will give you the best experience during your video call.

    Google Chrome on a desktop or laptop computer

    When in a Chrome browser you can simply click on the camera symbol to the right in the URL bar to re-activate the camera.

    Click on "Always allow...", hit the "Done" button, and reload the page.

    You can also go into Chrome settings and change the camera setting for the site you are using:

    1. In Google Chrome, open a new tab.

    2. In the address bar, enter chrome://settings/content/camera

    3. Chrome's Camera settings page opens.

    From the drop-down list, select the camera you want as your default and, if the site is blocked, remove it from Block by clicking on the bin icon.

    1. Close the tab and start your call.

    Google Chrome on Android mobile devices

    In Chrome on an Android mobile device you can click the little menu on the right of the URL bar (the three dot points) and go to Settings.

    Click on "Site Settings" - and then choose camera. You will find your Healthdirect Waiting Area URL in the blocked section, click on it and then click on the camera symbol and select allow access.

    Safari on iOS mobile devices

    On an Apple mobile device, camera access is controlled from the devices "Settings" application. Open "Settings", then find "Safari", then scroll down to find "Microphone & Camera access".

    You'll need to activate the microphone and camera access to allow the call to take place.


    1. In a Firefox browser on a desktop or laptop, click on the "i" (information) button in the URL bar and re-activate the camera there.

    Click on the "Blocked Temporarily" cross to re-allow camera access and then reload the page.

    Can’t find what you’re looking for?

    We are currently setting up a GP-specific support line.

    In the meantime please use these other support options.

    Email support

    or speak to the Video Call team on 02 8069 6079

    Internal Content