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.

Should you be alerted to any issues in the pre-call test results, click on the relevant section below for help:

If camera issues are detected:

Web Browser 

Ensure that you are using a recent version of one of the following web browsers:

Google Chrome (Windows, Android, MacOS, iOS v14.3+)

Apple Safari (MacOS, iOS)

Firefox (Windows, Android, iOS v14.3+)

Microsoft Edge (Windows MacOS, iOS v14.3+, Android)

How do I know if I have the latest browser version?

What browser am I using now?

Check what version of browser you are using: https://www.whatismybrowser.com  This website displays the name and version of the web browser you are currently using and lets you know if it is up to date.

 

 

Camera test 

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’. The camera app will open and you will see your camera image – you can switch cameras if you have more than one available. Make sure you can see yourself.

 

 

Using Chrome on a Windows PC

1. In a Google Chrome browser, open a new tab.   In the address bar, enter chrome://settings/content/camera Google Chrome's Camera settings page opens.
2. Select the camera you want as your default from the drop-down list if you have more than one and ensure https://vcc.healthdirect.org.au is allowed. If it is under 'Block' please remove it from that section by clicking on the trash icon.

 

 

Using Chrome on a Mac

1. In a Google Chrome browser, Click on settings and go to Site Settings under Privacy and Security. Alternatively type in ‘Site settings’ in the search bar to navigate to it.
2. Open site settings and click on Camera.
3. Select the camera you want as your default from the drop-down list if you have more than one and ensure https://vcc.healthdirect.org.au is allowed. If it is under 'Block' please remove it from that section by clicking on the trash icon.

 

 

 

Using an iOS device (iPhone and iPad)

On an iOS (iPhone or iPad), camera access is controlled from the device's 'Settings' application. If using Safari, open 'Settings' then find 'Safari' and scroll down to 'Setting For Websites'. Click on Allow for both camera and microphone access and use Safari for your Video Call.

 

 

Using an Android device

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 Microphone. Make sure the Microphone is allowed - you can select 'Ask first'. If you find the Healthdirect Waiting Area URL in the blocked section, click on it remove it from that section.

 

 

If microphone issues are detected

Please see below for information and advice if you are alerted to any microphone issues.

• If you are using an external microphone, for example a USB microphone, check that it is plugged in correctly. You can try disconnecting and reconnecting the microphone as this can force your computer or device to recognise it.
• Ensure your microphone volume is set adequately, especially if you have volume control on your external headset.
• Ensure, there is no other software such as Skype or a video conferencing client open on your device and using your microphone. It is best to quit all other applications that access your microphone and camera when you are using Video Call.
• If you have a USB echo-cancelling combined microphone/speaker unit, make sure it is selected for use as both the microphone and speaker.

To check you have the correct input (microphone) selected, go to your Sound settings:

Using a Windows PC

Go to Search in your task bar and type in Sound. Navigate to the sound input settings. Select the desired microphone if you have more than one available.

 

 

Using a Mac

Go to System Preferences, click on Sound and check the device selected under Input. Change if required.

 

 

Select your microphone and ensure it is allowed, from your browser settings:

Using a Windows PC

1. In a Google Chrome browser, open a new tab. In the address bar, enter chrome://settings/content/microphone. Google Chrome's Microphone settings page opens.
3. Select the microphone you want as your default from the drop-down list.

 

 

Using a Mac

1. In a Google Chrome browser, Click on settings and go to Site Settings under Privacy and Security. Alternatively type in ‘Site settings’ in the search bar to navigate to it.
2. Open site settings and click on Microphone
3. Select the microphone you want to use from the drop-down list.

 

 

Using an iOS device (iPhone and iPad)

On an iOS (iPhone or iPad), camera access is controlled from the device's 'Settings' application. If using Safari, open 'Settings' then find 'Safari' and scroll down to 'Setting For Websites'. Click Allow for both camera and microphone access and use Safari for

 

 

Using an Android device

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 Microphone. Make sure the Microphone is allowed - you can select 'Ask first'. If you find the Healthdirect Waiting Area URL in the blocked section, click on it remove it from that section.

 

 

If connection issues are detected

Video Call is designed to work in as many different corporate or institutional networks as possible, with little to no special network configuration required.

Each Video Call Management Console user's device must have access to the Internet via secure port 443. This is the same access requirement as for other secure internet websites.

For Video Call to be optimised, network access must be allowed to vcct.healthdirect.org.au via port 3478 using UDP protocol. TCP protocol will often work but may cause issues so please have your IT department or Webmaster allow UDP using the information in the table below.
Please Note: If either UDP or TCP are ticked you will have access to video call (you don't need both).

A good broadband connection is required - minimum speed is 350Kbps upstream and downstream for Video Call. 

Test your speed here: https://www.speedtest.net/

If using your mobile phone or tablet, a good 3G/4G mobile signal should be adequate for Video Call.

If you are having connection issues or errors in the precall test there are a few things you can check:

If the troubleshooting steps above do not solve your issues please contact your local Telehealth support and they will assist and escalate further if required.