Check that your device meets these minimum requirements

Windows PC

i5 processor with 3GB of RAM Windows 10 or later 

Apple Mac
i5 processor and 3GB of RAM MacOS 10.12 (Sierra) or later 

Android tablet or smartphone 

Android 8 or later

Apple iPhone or iPad
iOS 14 or later 

Can't hear others?

Speakers/headset: 
Is the volume at a good level?
(If external) Are they plugged in? 
(If powered) Are they switched on? 
Are the correct speakers/headset selected? 
Check the correct audio output is selected in your computer settings. 

Are you hearing an echo?
If you are using external speakers, place them further away from your computer and turn down the volume. Use a headset or headphones if you have them.

Click here for more information

Others can't hear you?

Microphone:
(If external) Is the microphone plugged in?
Is the correct microphone selected?
Check the audio input in your computer or device settings.
Is the Web Browser using the correct microphone?
Check the microphone permissions and the selected microphone in your web browser settings.
Are you muted?
Check in the Call Screen, or the device’s audio settings. 

Is another application using your microphone? (Example: Teams is also running).

Quit other applications that may be using your microphone.  

Click here for more information

Use a recent version of one of these web browsers:

Google Chrome 
(Windows, Android, MacOS, iOS) 

Microsoft Edge (Windows, Android, MacOS, iOS)

Apple Safari (MacOS, iOS) 
Mozilla Firefox (Windows, Android, MacOS, iOS) 

Check your browser version at www.whatismybrowser.com

Others can't see you?

Check your camera:
(If external) Is the camera plugged in?
Is the Web Browser using the correct camera?
Check the camera permissions and the selected camera in your web browser settings. 

Is another application using your camera? (Example: Teams is also running) 

Quit other applications that may be using your camera.

Click here for more information

Poor image/sound quality?

Is your connection to the Internet okay?
Check the speed and latency at www.speedtest.net 

Minimum speed is 350Kbps upload and download. 

Are others on the network using lots of internet bandwidth? 

If anyone is watching video, gaming or in a video call you can ask them to stop until you are finished.

Is your WiFi modem working?
If so, move closer to the WiFi modem.

If issues persist:

• Health service providers contact your local support
• Patients contact the clinic

Contact the Video Call support team (8am - 6pm Mon - Fri):

• Email: videocallsupport@healthdirect.org.au 
• Phone: 1800 580 771