Advanced information regarding camera and microphone issues
More detailed information for resolving camera and microphone access issues
If your web browser cannot access your camera or microphone you will not be able to participate in a Video Call. Please visit this page first to resolve any camera and microphone issues. If your issue remains unresolved, the advanced information below explains how to do this in more technical detail. Make sure you are using a supported browser - Video Call supports all modern browsers.
| Video Call needs access to your device's camera and microphone to conduct a video consultation. As you start or join a Video call, you will be asked to allow access to your camera and microphone for the Healthdirect Video Call site. Always click Allow when prompted. If, however, you have denied access to your camera or microphone in your browser settings, or they are not connected properly, you won't be able to start the call. This is because your camera and microphone are essential requirements for a Video Call. You will need to go either into the browser settings or your computer/smart phone/tablet settings to set the camera and microphone permissions - see instructions below. Please note: You will see a notification that this will be an audio only call if you have allowed your microphone but not your camera. This isn't ideal as your service provider needs to see you. Follow the steps below to allow your camera |
 
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Go to the relevant browser and device heading below for more information:
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 (web address) when starting a video call to re-activate the camera and microphone if they have been blocked from the site. Click on "Continue allowing...", 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: In Google Chrome, open a new tab. You can either go to the settings icon at top right of the browser (3 vertical dots) or open a new tab and in the address bar, if it is your camera that needs allowing, enter chrome://settings/content/camera Chrome's Camera settings page opens. Close the tab and start your call. 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 the three dots to the right of the URL bar (web address) and go to Settings. Click on 'Site Settings' - and then choose camera or microphone (depending on which one is having issues). 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/or microphone, depending on which is currently blocked and select Allow from the dropdown permissions box. |  |
Using a MacOS computer
| Go to Settings and select Privacy and Security. |  |
| Select the Privacy tab |  |
| Select Camera or Microphone, 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
Apple Safari on iOS devices
| On an iOS device (iPhone or iPad), camera and microphone 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. |
 iPhone and iPad allow camera and microphone |
Mozilla Firefox
Using Mozilla Firefox
| In a Firefox browser on a desktop or laptop, click on the "i" (information) button in the URL bar (web address) 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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