Known issues and limitations
Updated 16th December, 2024
Known Issue/Limitation |
Description |
Workaround |
| iOS devices (iPhone and iPad): | ||
| 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. |
| iOS 15.6 participants may lose audio during call | Participants on iOS 15.6 may lose audio from the far end approximately 6 minutes into a call. | Please update to the latest version of iOS on your device. |
| Audio on some iOS devices coming through at low volume | On certain iOS devices the volume is being outputted to multiple speakers at the same time causing a reduction in overall volume level. | Turn up the volume on the phone and make sure yo are close enough to hear the sound. |
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Participant video is a black box when using iPad operating systems 17.7.1 and 17.5.1 |
In a call, a 6th generation iPad guest's video can appear as a black box for both the guest and hosts (i.e. cannot see the user’s video feed). | The issue is intermittent. Restarting the call on the iPad side may resolve the issue. |
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Pre-entry flow for patients - video does not appear on a page in iOS versions:
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Prior to joining a call, a user’s video does not appear at the last page of the pre-entry flow. It does work in earlier screens and does work in the call. | Users should proceed to the call and contact support if once in the call their video is unavailable. |
| Safari issue with iOS version 17.4. | A known issue with Safari causes users not to be able to see the patient or guest video feed during a call. |
Users should update their Safari Browser to minimum version 17.5 as this resolves the issue. |
| Safari on Mac 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). |
| MacOS issue with blurred background | The blur background feature does not work well with all versions of Safari. | Users should use a fixed-image background rather than blurring their background. |
| Pre-call Test: | ||
| Some users may experience issues with false errors in the pre-call test results. |
The pre-call test is giving some false errors in the following areas:
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If users experience any of these issues they can check that they have allowed microphone on their device or that their internet speed is sufficient. They can also get into a test Video Call to make sure all is working correctly in an actual call. |
| 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: | ||
| 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. |
| A volume slider has been introduced under the settings drawer to enable manual volume control. Slide the slider to the right until the volume is in an audible range. It is also recommended for patients to use headphones on the impacted iOS devices |
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| 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. |
| 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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