Healthdirect Australia Help Center

    Troubleshooting pre-call test camera issues

    Who needs this information: All users experiencing camera issues during a pre-call test

    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’.
    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 a Mac

    On a Mac open the Photo Booth application and make sure you can see yourself.

    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.

    You can also go into the Chrome settings and change the camera or microphone setting for the site you are using:

    1. In Google Chrome, open a new tab.

    2. 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, and if it is your camera that needs allowing, enter chrome://settings/content/camera

    3. Chrome's Camera settings page opens.
      Select the camera you want as your default from the drop-down list if you have more than one and ensure is allowed. If it is under 'Block' please remove it from that section by clicking on the trash icon.

    4. 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

    Google Chrome on Android mobile devices

    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'.

    Microsoft Edge

    Using a Windows computer

    In Edge, navigate to the Video Call site (either 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.

    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.
    You can also change the camera permissions in the Firefox Settings.
    • In the Menu bar at the top of the screen, click Firefox and select Preferences.
    • Select Privacy & Security from the left menu.
    • Scroll down to the Permissions section.
    • Select the Settings button for the Microphone option.
      Firefox displays the websites with the current saved Allow or Block permission. Change the permission to Allow.

    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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