Before Entering the Video Meeting or Patient Consultation
Clear Cache and Cookies
It may be helpful to clear the SK Virtual Visit cache from time to time, if things are stuck in a problematic state. See - How to Clear Cache and Cookies
Check Connection
If your microphone or camera are external (a USB webcam or a headset with a microphone), they may not be properly connected to the computer or may have to be plugged into a different port. If they are a Bluetooth device, Bluetooth must be turned 'ON' on your device.
Check that Your Camera is Turned ON Either on the Side of Your Device or as a Function Key on the Keyboard
Your camera may be turned 'OFF' on your laptop/computer:
or
or similar
- If your laptop has a webcam privacy switch on one side that turns the camera ON/OFF, ensure it is turned ON
- Ensure the camera shutter (if there is one) is OPEN
- Keyboard shortcuts:
- Windows = F8 or F10 (Function key - some laptops require you to hold the 'fn' key simultaneously)
- MAC = Cmd + e (keyboard shortcut)
The 'https...' quick link within the meeting invitation email does not work:
When using the web on laptops/computers/tablets, some email services will change an email hyperlink, so it does not work when clicked (i.e., Outlook). If this is the case, you will have to Copy and Paste the hyperlink into a new webpage. To do this:
- Highlight the hyperlink information by moving your mouse cursor over it and clicking the left mouse button once (the entire line should be highlighted), then:
- Copy it to your clipboard - press Ctrl+C (Windows) or Command+C (Mac) or right-click on your mouse and choose the option, 'Copy'.
- Open your web browser and Paste the hyperlink info into it - click into the browser address line, press Ctrl+V (Windows) or Command+V (Mac) or right-click on your mouse and choose the option, 'Paste'.
- Click ‘Enter/Return’ on your keyboard, which should take you to the ‘Join a Meeting’ screen.
Test Audio and Video Equipment:
It is highly recommended that users run the test of their device's audio/video equipment before joining their virtual appointment(s). The test takes approximately 30 seconds. See -
1. Test Audio and Video Before Joining a Virtual Meeting - accessed on the 'Join a Meeting' screen when either logged in OR not logged into a SK Virtual account
2. Pre-Call Test Test Your Audio Video Quality Connectivity - accessed under the 'Account' tab after logging into your SK Virtual Visit account
- Whenever prompted, always enable/allow your microphone and camera.
Disable Background Programs/Sites Which May be Using Your Camera/ Microphone
Programs running in the background that use your camera/microphone can block access to SK Virtual Visit or can affect the performance of your camera/microphone during a virtual session. If you have programs running in the background (Webex, YouTube, etc.) they should be disabled or closed. See - Disable Cisco-Webex or Microsoft Teams
Using a Protected Server or VPN?
If a server or a VPN is blocking access to SK Virtual Visit, there are a few things that you can do. See - Accessing SK Virtual Visit When Using a Server or VPN
Using Malware (Malwarebytes) or Antivirus Software?
If you have malware (Malwarebytes) or antivirus software running, try disabling them, as these may be blocking SK Virtual Visit. See - No Video Large refresh button Malwarebytes
Bandwidth Issues:
The SK Virtual Visit platform requires an internet connection and a weak connection can result in issues accessing parts of the application or being able to see or hear people. See - How Can I tell if My Internet Connection Network Bandwidth is Not Sufficient-
Specific to Mobile Devices:
- Download and use the dedicated 'SK Virtual Visit' mobile app (Apple App Store or Google Play Store). It works much better with lower bandwidths and deals with camera and microphone permissions a little more plainly.
- Under your device ‘Settings’, enable your camera and mic for the ‘SK Virtual Visit’ app.
- Ensure you have the latest version of the app installed (check in your App Store by searching ‘SK Virtual Visit’. If an Update is required, it will say 'Update’. If not, it will simply say ‘Open’).
- Place your device on a stable surface, do not be moving, walking or driving, as movement can significantly affect the quality of the connection.
- Move to a different office/room which has a stronger internet connection.
Specific to Web on Laptops/Computers:
- Under ‘Settings’, enable your microphone and camera for ‘virtualvisit.saskatchewan.ca’. Also ensure the volume is set to maximum.
- Under 'Device Manager' on Windows, check whether camera/microphone device drivers need to be updated, or ensure they are 'Enabled'.
- Being hardwired into your internet modem has better results than wireless.
- Hard Refresh your page, which can reset things and/or re-prompt you to allow access to your camera and microphone.
- Windows Users – Ctrl + Shift + R
- Mac Users – Command (or Cmd or ⌘) + Shift + R
- Restart your device completely, which can reset things, especially if you have not done this for a while.
- Try a different browser than the one you are using:
- Windows 10 or higher with all updates installed
- OS X Sierra or higher (v10.12+)
- Chrome Browser with Version 56 or higher OR
- Edge Browser with Version 79 or higher OR
- Firefox Browser with Version 44 or higher OR
- Safari Browser with Version 13 or higher
- Internet Explorer is not supported
- If you have a 2nd monitor connected, try disconnecting it and see if it makes a difference
- Ensure the shutter is open on your device’s camera
After Entering the Video Meeting or Patient Consultation
Allow/Enable your microphone and camera every time you are prompted to.
If your internet gets too weak, it can affect the quality of your video, camera or microphone.
- There is a 'Network Quality Indicator' icon
in the top-left corner of your screen. This will change to show your internet strength.
- When using the web, a message may appear in the middle of your video screen, 'Your internet Connection is Unstable'.
Click the arrow beside ‘Mute/Unmute’ or ‘Video’ to view or change the microphone or camera you are using. If having audio or video issues, by selecting a different camera/ microphone and then re-selecting the original camera/ microphone your issue will be resolved, OR
Leave the meeting and re-enter, as the user may have joined at the exact moment there was a lag in their internet.
Meeting Ends:
- If the meeting host or another member of the clinic care team clicks and confirms 'Leave Call For All’, the meeting hyperlink, ID and Passcode will be broken and will no longer work. Therefore, if needed, a new meeting will need to be started and the new Join-In information emailed to participant(s).
- If the meeting host or other participants lose connection with the meeting or click ‘Leave Call’, the meeting will still remain active for some time and all participants should be able to return into it.