US English (US)
FR French
DE German
ES Spanish
IT Italian
NL Dutch
PL Polish
JP Japanese
CN Chinese
MS Malaysian
TR Turkish
KR Korean
AF Dari
SO Somali
SA Arabic
VI Vietnamese
HU Hungarian
UA Ukrainian
ID Indonesian
TH Thai
GR Greek
BG Bulgarian
BS Bosnian
HR Croatian
PT Portuguese
MY Myanmar (Burmese)
UR Pakistan (Urdu)
IN Hindi

Contact Us

If you still have questions or prefer to get help directly from an agent, please submit a request.
We’ll get back to you as soon as possible.

Please fill out the contact form below and we will reply as soon as possible.

  • Contact Us
English (US)
US English (US)
FR French
DE German
ES Spanish
IT Italian
NL Dutch
PL Polish
JP Japanese
CN Chinese
MS Malaysian
TR Turkish
KR Korean
AF Dari
SO Somali
SA Arabic
VI Vietnamese
HU Hungarian
UA Ukrainian
ID Indonesian
TH Thai
GR Greek
BG Bulgarian
BS Bosnian
HR Croatian
PT Portuguese
MY Myanmar (Burmese)
UR Pakistan (Urdu)
IN Hindi
  • Home
  • Technical requirements and trouble shooting
  • Troubleshooting your call

Contact Us

If you still have questions or prefer to get help directly from an agent, please submit a request.
We’ll get back to you as soon as possible.

Please fill out the contact form below and we will reply as soon as possible.

  • Latest information
    Coming Soon Bulletins Live Updates
  • Getting Started and training
    Need an account Training What do I need? Pre-call test Steps for getting started
  • Using Video Call
    Administration Conduct a consultation Waiting area Clinic dashboard Apps & Tools Guides and Videos Workflows For Patients
  • Technical requirements and trouble shooting
    Technical basics Troubleshooting your call Troubleshooting pre-call test For IT Compatible devices Need Help?
  • Specialty portals
    Primary Health Care Portal Aged Care Portal
  • About Video Call
    About Articles and case studies Access Policies Security
+ More

Troubleshooting audio and video issues during a call

What to do if you are having audio or video issues during a Video Call


There are various reasons you might experience audio or video issues during a Video Call. Some of the reasons, such as your internet connection quality and using incompatible devices are out of the Video Call service's control and we cannot troubleshoot them. However, if you are using a compatible device and browser and you have a reliable internet connections with good speed, you can follow the steps below to troubleshoot the issues:

  • Ensure that you have good internet. Click here to see how to improve internet quality issues.
  • Ensure you are using a supported device and browser.

Others cannot see me (I cannot see myself)

  • Ensure you have not turned off (muted) your camera in the call screen.
  • Refresh the call using the refresh button in the call screen.
  • Switch your local camera if you have more than one available on your computer or device.
  • Ensure you have given permission for Video Call to use your camera. 
 
 

I cannot see the other participant

  • Refresh the call using the refresh button in the call screen.
  • Ask the other participant to follow the above steps (I cannot see myself).
 
 

Other participant cannot hear me

  • Ensure you have not turned off (muted) your microphone in the call screen.
  • Refresh the call using the refresh button in the call screen.
  • Switch your local microphone if you have multiple available.
  • Ensure you have given permission for Video Call to use your microphone.
  • Conduct a pre-call test and call for IT support, if required.
 
 

I cannot hear the other participant

  • Ensure your speakers can play sound on the internet. Open YouTube in a new tab and play something for a quick test. If you can hear a  YouTube video, follow the other steps listed here, or call your local IT support as it is not a Video Call service problem.
  • Ensure you have not muted the browser tab your Video Call is open in. Right click on the tab and click ‘Unmute Site’.
  • Switch your local microphone if you have multiple available.
  • Switch your speaker device, if you have more than one available (for example your computer speaker or your connected headset).
  • Ask other participant to follow above steps (Other participant cannot hear me).
 
 

The audio/video is working but is low quality

  • Change the video quality in the call screen.
  • Change your selected camera, if you have more than one available, to see if that improves your video quality issues.
  • Refresh the call using the refresh button in the call screen.
  • Try fixing internet quality issues, if any are indicated.
 
 

Was this article helpful?

Yes
No
Give feedback about this article

Related Articles

  • Troubleshooting: Browser issues when signing in
  • Internet connection requirements

Can’t find what you’re looking for?

Email support

or speak to the Video Call team on 1800 580 771


Knowledge Base Software powered by Helpjuice

Expand