Troubleshooting pre-call test camera issues
What to do if the pre-call test finds camera issues
When Video Call users run a pre-call test, the system runs a short series of tests to check that your device is able to conduct a successful video consultation. Please see below for information and advice if you are alerted to any camera issues.
- If you are using an external camera, for example a USB camera not inbuilt in your computer, check that it is plugged in correctly. You can try disconnecting and reconnecting the camera as this can force your computer or device to recognise it.
- Ensure there is no other software such as Skype or a video conferencing client running on your device and using your camera. It is best to quit all these other applications when you are using Video Call.
Ensure your camera is working if it is in-built in your Windows PC/Mac/mobile device:
Using a Windows PC
| On a Windows PC go to Search in your task bar and type ‘Camera’. Open the camera app and you will see your camera image – you can switch cameras if you have more than one available. Make sure you can see yourself. |
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Using a Mac
| On a Mac open the Photo Booth application and make sure you can see yourself. |
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Using a mobile device
Open your camera app and ensure you can take a photo. You can use your front camera (the one you take 'selfies' with) to make sure you can see yourself.
Allow your camera for websites and ensure it isn't blocked in your browser settings. Please click on the appropriate browser below:
Google Chrome
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 when starting a video call to re-activate the camera and microphone if they have been blocked from the site. Click on "Always allow...", hit the "Done" button, and reload the page. |
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You can also go into the Chrome settings and change the camera or microphone setting for the site you are using:
Please note: If it is your microphone you need to allow, follow the steps above but go to the microphone settings instead of camera: chrome://settings/content/microphone |
 
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Google Chrome on Android mobile devices
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In Google 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 or microphone (depending on your which needs to be accessed). If you find the Healthdirect web address in the blocked section, click on it and then click on the camera and/or microphone symbol and select 'allow access'. |
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Microsoft Edge
Using a Windows computer
| In Edge, navigate to the Video Call site (either vcc.healthdirect.org.au for clinicians or the Start Video Call page for patients (using the link provided by your clinic). |  |
| Click the Lock icon next to the web address in the address bar and click the Site Permissions option |  |
| Select Camera and then select Allow from the dropdown permissions box. |  |
Using a MacOS computer
| Go to Settings and select Privacy and Security. |  |
| Select the Privacy tab |  |
| Select Microphone (or cameral, depending on your pre-call test results) and ensure Microsoft Edge is ticked. |  |
| You will see this message. To allow the access you have granted please quit Microsoft Edge and then reopen to begin your Video Call. |  |
Apple Safari on iOS devices
| On an iOS device (iPhone or iPad), camera access is controlled from the device's 'Settings' application. Open 'Settings', then find 'Safari' and scroll down to find 'Settings For Websites'. Click on Allow for both microphone and camera access. |
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Mozilla Firefox
| In a Firefox browser on a desktop or laptop, click on the "i" (information) button in the URL bar and re-activate the camera and/or microphone there. Click on the "Blocked Temporarily" cross to re-allow camera or microphone access and then reload the page. |
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You can also change the camera permissions in the Firefox Settings.
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