If a participant's video and/or audio are not working or others are not able to see or hear them during a video call, it may be due to the permissions on their mobile device. This article will cover video and audio permissions on mobile devices.
Android Permissions
In Device Settings:
Step 1 - Open your 'Settings', then click 'Apps'.
Step 2 - Scroll down and select 'SK Virtual Visit/Health'
Step 3 - Under 'Permissions', click on 'Camera' and 'Allow', then click on 'Microphone' and 'Allow'.
When Entering a Video Meeting:
Step 1 - After clicking the hyperlink in the meeting invitation email, you will be directed to the 'Join a Meeting' page. Enter your name. Enable your microphone and camera on this screen, check 'Remember my preferences for future meetings' to save these settings.
Step 2 - It is advisable you 'Test Audio and Video' before you join a virtual meeting with your healthcare provider. Click 'Start Test'.
Step 3 - After testing your audio and video, click 'Join Meeting' to enter the video meeting.
When Completing the Pre-Consultation Checklist after Account Creation:
Step 1 - After creating your SK Virtual Visit account, you should complete your 'Pre-Consultation Checklist'.
Step 2 - Check to allow your Camera and Microphone to be used for SK Virtual Visit.
Step 3 - If you have not already done so, click 'Go to Device Settings' to set camera and microphone permissions there.
OR, if you have already set your 'Device Settings', click 'Next' to return to the Home screen.
Under the 'Profile' tab:
Step 1 - After creating your SK Virtual Visit account and logging in, from the bottom navigation bar, select 'Profile'.
Step 2 - Scroll down to 'Permission Settings'.
Step 3 - Check to allow your Camera and Microphone to be used for SK Virtual Visit.
Step 4 - If you have not already done so, click 'Go to Device Settings' to set camera and microphone permissions there.
OR, if you have already set your 'Device Settings', click 'Next' to return to the Home screen.
When Entering the Video During Your Patient Appointment:
During your patient consultation, your healthcare provider will start a video call and you will see the following screen. Enable your microphone and camera on this screen, check 'Remember my preferences for future meetings' to save these settings, then click 'Answer'.
Note: If you miss the above step, you can enable your microphone (Mute/Unmute) and Camera once you are in the video by checking each of those features along the bottom of your screen (red X means they are disabled).
iPhone Permissions:
In Device Settings:
Step 1 - Open your 'Settings', scroll down and click 'SK Virtual Visit'.
Step 2 - Turn on Microphone and Camera.
When Entering a Video Meeting:
Step 1 - After clicking the hyperlink in the meeting invitation email, you will be directed to the 'Join a Meeting' page. Enter your name. Enable your microphone and camera on this screen, check 'Remember my preferences for future meetings' to save these settings.
Step 2 - It is advisable you 'Test Audio and Video' before you join a virtual meeting with your healthcare provider. Click 'Start Test'.
Step 3 - After testing your audio and video, click 'Join Meeting' to enter the video meeting.
When Completing the Pre-Consultation Checklist after Account Creation:
Step 1 - After creating your SK Virtual Visit account, you should complete your 'Pre-Consultation Checklist'.
Step 2 - Check to allow your Camera and Microphone to be used for SK Virtual Visit.
Step 3 - If you have not already done so, click 'Go to Device Settings' to set camera and microphone permissions there.
OR, if you have already set your 'Device Settings', click 'Done' to return to the Home screen.
Under the 'Profile' tab:
Step 1 - After creating your SK Virtual Visit account and logging in, from the bottom navigation bar, select 'Profile'.
Step 2 - Scroll down to 'Permission Settings'
Step 3 - Check to allow your Camera and Microphone to be used for SK Virtual Visit.
Step 4 - If you have not already done so, click 'Go to Device Settings' to set camera and microphone permissions there.
OR, if you have already set your 'Device Settings', click 'Done' to return to the Home screen.
When Entering the Video During Your Patient Appointment:
During your patient consultation, your healthcare provider will start a video call and you will see the following screen. 'Enable' your microphone and camera on this screen, check 'Remember my preferences for future meetings' to save these settings, then click 'Accept'.
Note: If you miss the above step, you can enable your microphone (Mute/Unmute) and Camera once you are in the video by checking each of those features along the bottom of your screen (a red X means they are disabled).