Healthdirect Australia Help Center

    Using iOS devices to participate in a Video Call

    How to get the best experience when using your iPhone or iPad to participate in a video call

    To use your iPhone or iPad in a Video Call you will need to use the Safari browser

    This is the native browser for Apple devices and will give you the best result. 

    Use Safari 12 or higher

    You are able to use Safari 12 on both Mac and iOS devices to conduct in-browser calls.

    Older versions of Safari do not support some of the technology that is required to conduct in-browser calls. If you've upgraded to iOS 12 then you'll already have Safari 12. If you haven't, updating your software will update your version of Safari.

    If you don’t see a video and the page is unresponsive and/or cannot press any buttons this should solve the issue.



    Stuck at 'Restart camera'?

    Allow access to your camera to start a video call

    On an Apple mobile device, camera access is controlled from the devices "Settings" application. Open "Settings", find "Safari", then scroll down to find "Microphone & Camera access".

    You'll need to activate the microphone and camera access to allow the call to take place.

                iPhone and iPad allow camera and microphone

    While on hold in a Video Call and waiting to be seen

    While you are waiting to be seen we recommend you don't tab away from the Video Call window. If you switch away from the screen you may not be able to see when your call is answered by your medical practitioner, or your phone may go to sleep.

    Previously callers on iOS devices that were put on hold would experience their phone screen going to sleep because there was nothing active in their user interface. When that happened, the patient would disappear out of the waiting area, with the patient unaware that this had occurred.

    The On Hold experience for callers includes a small active video window that enables the patient to see themselves while on hold and stops the device going to sleep.

    Device not sending the audio stream correctly?

    Occasionally an iOS device will have a video call where the audio stream is not sent correctly. This may mean the audio is not sent at all or may have other issues that impact on the call. This can happen on both iPhone and iPad devices. 
    If this occurs, simply refresh the call. This will  reload the audio stream correctly

    Unable to obtain camera?

    If you have allowed Camera and Microphone access and still can't access the camera in your video call then please check:

    1. Is the camera is being used by another app on the phone?

    Is the phone using Zoom FaceTime or Skype or doing a test call or in another video call? If so, please close the other application using the camera.

    2. iPhone/iPad needs to be re-started

    Please restart device. This can often resolve issues as it refreshes the device when it is having issues.

    3. Device is too old

    Check which iOS version is installed and check against the min requirements for iPhone/iPad.  If your device is too old you may not be able to update it to the required version of iOS.

    4. Issue needs escalation

    If none of the above resolve the issue, please escalate to healthdirect Video Call

    Limitations and known issues

    Known Issues

    Known Issue Description Workaround
    iOS devices may have an issue when downloading and saving shared whiteboards and pdf documents. When a participant downloads a whiteboard or pdf file it opens a new tab so you can save. Once this happens it is difficult to get back to the call window and the call is disconnected. We are working on this issue and in the meantime participants can save the whiteboard or pdf file at the end of the call if required. This may disconnect the participant so please let them know beforehand that the consultation will finish when they download.

    Limited support

    • Adjusting call quality settings - in Safari the full features of call quality adjustments are not available. In particular, the Bandwidth Restricted setting that allows for very low quality video cannot support the low resolution required. Instead, in Safari, this setting uses the same quality settings as Low Quality, but with a reduced frame rate.  If you are using this quality setting, the video may appear choppy but the audio should not be affected.

    Not yet supported

    • Adding screenshares -  Safari does not yet support the underlying technology that allows screensharing to take place, so you can't add a screenshare from Safari. Safari users can still receive screenshares from other participants. 
    • Audio call recording - our audio call recording system is still being updated to support Safari. 
    • Selecting a different audio output device  - Safari does not currently support the ability to output audio to different audio device. In the interim, you should use the native support in OSX and iOS for choosing your audio output.
    • Recording function on iPad - using the recording function on an iPad is currently unavailable. You will see a red error message. There are no options to record on an iPad until Apple updates its functionality to allow this. 
    • Microsoft Edge Version 44 is now available on iOS and Android, but only the Android version works for healthdirect Video Call.

    Technical issues

    • Some iOS devices are not showing the buttons for End Call and Refresh - the functionality is there but the buttons are not showing on the device. Either the other participant can end the call or you can close your browser window to leave the call until this issue is resolved. You can use your Safari refresh button to refresh the page if you are having issues during the call - however you will need to allow the microphone and camera again if you refresh in this way.
    • Some iPads failing Pre-Call Test in Safari - Please set your Safari settings to Allow both Camera and Microphone. Go to Settings - Safari. Select Allow for both microphone and camera. If you select Ask this can cause the Pre-call Test to fail for camera and microphone.
    • Firefox 62 or lower shows a frozen video from a Safari user - Firefox 62 and lower currently has an issue with decoding video streams from Safari that results in a frozen video after a second of playback. To identify this issue, Firefox users will be presented with a notification indicating the problem where the Safari users' video would normally appear. Audio is not affected. You will not experience these issues with Firefox 68 or above.
    • Firefox 63+ shows an extremely choppy video from a Safari user - a continuation from the prior issue, Mozilla has partially fixed the decoder issue that was in Firefox 62 so it no longer freezes completely. However, the video decoder is operating at substantially reduced efficiency, resulting in a video playback of approximately one frame per second (FPS), resulting in a very choppy video playback. Audio is not affected. You will not experience these issues with Firefox 68 or above.
    • Device switching taking longer -  switching your camera/microphones may take a little while longer than with other supported platforms due to Safari's media capture implementation. 
    • Audio level issues using iOS 13.1 - some users are reporting that the volume on their iPad or iPhone when using speaker is low when using their device in a Video Call. These users have updated to iOS 13 and have devices including iPhone X and iPad Pro. This issue is being investigated. 

    Can’t find what you’re looking for?

    Email support

    or speak to the Video Call team on 1800 580 771

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