** IMPORTANT **
|
|
If users are unable to see or hear you, it may be that permissions have been blocked or not allowed. Click on the name of your browser for specific instructions to Allow/Unblock your camera and microphone:
You may also need to check your 'System Settings', which are covered in these articles:
- WINDOWS DESKTOP/LAPTOP - Video & Audio Permissions/Settings
- APPLE MAC DESKTOP/LAPTOP - Video & Audio Permission Settings
CHROME
WHEN YOUR CAMERA AND MICROPHONE ARE BLOCKED ON CHROME
|
The instructions in this section are for laptop/computers where video & audio permissions have been blocked on Chrome.
|
Open Chrome and go to https://virtualvisit.saskatchewan.ca/
At the top-right of the screen, click the 3 dots (found below the exit 'X'), then select 'Settings'.
On the 'Settings' menu, select 'Privacy and security' (Windows 11) or 'Privacy' (Windows 10)
Under 'Privcacy and Security' (middle of screen), select 'Site settings'.
Under 'Permissions' (middle of screen), select 'Camera'.
Ensure the correct camera is selected from the drop-down at the top of the 'Camera' screen.
If 'https://virtualvisit.saskatchewan.ca' appears under 'Not allowed to use your camera' (as shown below) click on 'https://virtualvisit.saskatchewan.ca' to open the 'Permissions' screen. Change the status to 'Allow' for both the Camera and Microphone.
Or, click the 'garbage' icon to remove the site from the 'Not allowed' list. Go back to the previous 'Permissions' screen and repeat these steps for 'Microphone'.
Click the drop-down beside 'Block' for both 'Camera' and 'Microphone' and change to 'Allow'.
You may also access the above 'Permissions' screen by clicking the icon to the left of the site address, then select 'Site settings'.
PERMISSIONS WITHIN THE SK VIRTUAL VISIT PLATFORM ON CHROME
Always 'Allow' your camera and microphone whenever you are prompted:
CLINIC USERS - when you start or join a video session, you may or may not get this microphone and camera permission prompt (depending on your current browser settings, or updates to your system/IP address).
If this pop-up message does appear, click 'Allow'. Important: Do not block or X out of this permission, otherwise the camera and microphone will not work on your browser and will have to be 'Allowed' in Settings. To allow them in your browser settings, click here and follow the steps provided.
INVITED PATIENTS/PARTICIPANTS - when you join a video session, at the 'Join a Meeting' screen, you will be prompted to allow your microphone. Click 'Allow' and the microphone meter on the screen will become active, confirmiing that your microphone is working.
Important: Do not block or X out of this permission, otherwise the microphone will not work and will have to be allowed in Settings. To do this, click here and follow the steps provided.
If you get this microphone error on the 'Join a Meeting' screen, you will have to allow your audio and video in Settings. To do this, click here and follow the steps provided.
Once in the video, there are a few placed to check your audio and video permissions:
- the camera icon in the top right - this will show you if the camera and/or microphone are being blocked
- If the page cannot detect your camera, it will display 'Enable Permissions'. This may also be a sign that your device isn't hooked up or ready
- You can select the specific audio device using the buttons in the bottom left
After clicking 'Enable Permssions', if you see this message, correct your camera amd microphone permissions by clicking here and following the steps provided.
MICROSOFT EGDE
In Microsoft Edge you can check the audio and video device and permissions by clicking on:
- the microphone icon in the top right - this will show you if the camera and/or microphone are being blocked
- If the page cannot detect your camera, it will display a message that you can click on. This may also be a sign that your device isn't hooked up or ready
- You can select the specific audio device using the buttons in the bottom left
FIREFOX
When you first attend a meeting with Firefox you will be prompted to allow you microphone and camera. It will look like this:
You can select the devices and choose to allow or block
If you accidentally block access, your camera and microphone won't work in the video chat but you can allow them again by clicking on the camera and microphone icons in the left side of the address bar:
Click on the camera and microphone icons will bring up a small menu showing the devices that are being blocked for the page:
Click on the 'X' beside the words Blocked Temporarily you can then refresh the page by clicking on the circle arrow button in the top left corner of the browser window that looks like this:
That will prompt you again to allow the microphone and camera access.
Safari
WHEN YOUR CAMERA AND MICROPHONE ARE BLOCKED ON SAFARI
Click here for setting permissions within SK Virtual Visit on Safari
|
The instructions in this section are for laptop/computers where video & audio permissions have been blocked on Safari.
|
Open 'Safari' and go to https://virtualvisit.saskatchewan.ca/
Click on 'Safari' in the top-left corner, then tap 'Settings...'.
You will be shown a 'Settings' window.
Click on 'Websites' in the top navigation, then select 'Microphone'.
Make sure 'Allow' is selected for virtualvisit.saskatchewan.ca:
Next, select 'Camera' and make sure 'Allow' is selected for virtualvisit.saskatchewan.ca:
PERMISSIONS WITHIN THE SK VIRTUAL VISIT PLATFORM ON SAFARI
Always 'Allow' your camera and microphone whenever you are prompted:
When you start or join a video session, you may or may not get this microphone and camera permission prompt (depending on your current browser settings, or updates to your system/IP address).
If this pop-up message does appear, click 'Allow'. Important: Do not block this permission, otherwise the camera and microphone will not work on your browser and will have to be 'Allowed' in Settings.
To allow them in your browser settings, click here and follow the steps provided.
If you do not get prompted, you can refresh the page by clicking on the 'refresh icon' in the top-right corner of the address bar:
If you see the 'microphone' icon in the top-right corner of the address bar, click on it to also 'Mute' or 'Always Allow' on 'virtualvisit.saskatchewan.ca'. Click 'Always Allow...'.
Similarly, if you see the 'camera' icon in the top-right corner of the address bar, click on it to also 'Pause' or 'Always Allow' on 'virtualvisit.saskatchewan.ca'. Click 'Always Allow...'.
Clinic users only may also see a message just above their video screen asking them to enable permissions. Click 'Enable Permissions'.
If you see this message stating that 'We do not have permission to access your camera and microphone...'
... click here and follow the steps provided.
If Users are Still Not Able to Hear or See Each Other - It May Be an Internet Bandwidth Issue
Test Your Audio & Video:
It is important that both provider and patient users test their audio and video equipment before attending patient consultations or video meetings. This will help ensure that everything is set up and working correctly ahead of time. The platform provides a few areas to run a quick 30-second test of your audio, video and internet connection.
Clinic users and participants joining - logged into their SK Virtual Visit account:
If a participant is logged into their SK Virtual Visit account, they should run the ‘Pre-Call Test’, available under ‘Account’, before starting their virtual sessions. This is a 30-second test of their video, audio and internet connection.
If the Pre-Call test results are good , go back to the 'Home' screen and proceed.
If the Pre-Call test fails or the results are poor:
- Make sure other applications on your laptop/computer are not using your camera or microphone or are closed
- Double-check your internet connection
- If possible, use an ethernet or wired connection instead of wireless
- If you are using an external camera/microphone, make sure they are plugged in and set as a system default. You may have to plug into an alternate USB port for the connection to be successful.
Patients and participants joining a video meeting - may or may not be logged into SK Virtual Visit:
Click the 'https://...' quick link in the email/SMS text message sent to you (not logged in), OR click the 'Join a Meeting' button on the Home screen (logged in).
On the ‘Join a Meeting’ screen, click ‘Test Audio and Video’. This is a 30-second test of your device’s audio and video.
OR, if having audio/video issues after joining a video meeting, participants may ‘Leave Call’, click the 'https://...' quick link within the email/text again, click ‘Test Audio and Video’. After the test is complete, ‘Join’ the meeting again.
If you suspect that it may be a connection or bandwidth issue, additional troubleshooting may need to be done. Click here for instructions. If it is determined that a bandwidth issue is causing the problem, you will need to talk to your local IT resource or your internet service provider.