If you are having issues with using your camera & microphone, or you've received the error "Camera and Microphone Access Required", it means the camera & microphone were disabled or not fully enabled on your device.
Sections in this article include:
- SK Virtual Visit APP Settings
- Browser Settings on Your iPhone or iPad
- Before Joining a Video Meeting
- While in the Video Meeting
- After Creating an Account - The Pre-Consultation Checklist
- Under the 'Menu' tab
- Before Entering a Patient Consultation
- When in the Patient Consultation (must be logged into your account)
SK Virtual Visit APP Settings:
Step 1 - Open 'Settings', then scroll down and select 'SK Virtual Visit'
Step 2 - Under 'Allow SK Virtual Visit to Access', click on each toggle to enable camera and microphone permissions, if not already done
Browser Settings on Your iPhone or iPad:
Step 1 - Tap 'Settings' on the Home Screen.
Step 2 - Swipe down to reveal the search field and type 'Safari' (or the name of the browser you are using if other than Safari, such as Chrome, Edge or Firefox), then select it from the list that appears.
Or, you can scroll down the screen until you see 'Safari' (or your browser name), then tap on it.
Step 3 - Locate 'Camera' and 'Microphone' under the 'Settings for Websites' heading.
Step 4 - Starting with 'Camera', check that the access is set to 'Ask', if you wish to be prompted before enabling it; if you would like it to be enabled without being prompted, then select 'Allow'.
Step 5 - Return to repeat these steps for the 'Microphone'.
Step 6 - Return to 'Safari' settings, and under 'Settings for Website', make sure that 'Request Desktop Website' is turn off.
Before Joining a Video Meeting:
- Invited via email with the quick link (https://....), Meeting ID and Passcode
- A SK Virtual Visit account is not required, or if you have one, you do not need to log into it
Step 1 - Click the quick link in the meeting invitation email, and you will be directed to the 'Join a Meeting' page. Enter your name to identify yourself. Enable your microphone and camera, and check 'Remember my preferences for future meetings'.
Step 2 - It is recommended that you test your audio and video equipment before joining the meeting. Click ‘Test Audio and Video’, then ‘Start Test’.
Important: Whenever prompted, always make sure your camera and microphone are Allowed/Enabled. If the ‘Permissions’ screen says ‘Allowed’, continue with the test. If not, click ‘Not Allowed’ for each then tap ‘Allow’ for each. Proceed with the test.
Ensure your device is on a stable surface and speak, to ensure your camera and microphone are tested properly. The test takes approximately 30 seconds and will let you know the quality of your audio and video and if there are issues.
If the test fails or the results are bad:
- Make sure other applications on your device are not using your microphone/camera or close them (such as Teams or Webex).
- Double-check your internet connection.
- Make sure your microphone and camera are Enabled/Allowed under your ‘Device Settings’ if using the ‘SK Virtual Visit’ APP.
Step 3: After a successful test, Go Back to the ‘Join a Meeting’ screen and click 'Join Meeting'.
While in the Video Meeting
Camera and Mute buttons are located at the bottom of the screen. Tap each of them to toggle between turning them Off/On. Red means they are Off and other participants will not hear/see you. When you are muted, you should still be able to hear others.
After Creating an Account - Complete the Pre-Consultation Checklist (Patient Feature Only):
Step 1 - After creating your SK Virtual Visit account, you should complete your 'Pre-Consultation Checklist'.
Step 2 - Tap 'Not Allowed' and choose 'Allow' to use your Camera and Microphone 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.
Under the 'Menu' Tab:
Step 1 - After creating your SK Virtual Visit account and logging in, click 'Menu' on the bottom navigation bar, then select 'Permission Settings'.
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.
Before Entering a Patient Consultation
Step 1 - Click 'Menu' on the bottom navigation bar, then select 'Pre-Call Test'.
Step 2 - Review the screen, then click 'Start Test'.
Important: whenever prompted, always make sure your camera and microphone are Allowed/ Enabled. If the ‘Permissions’ screen says ‘Allowed’, continue with the test. If not, click ‘Not Allowed’ for each then tap ‘Allow’ for each. Proceed with the test.
Ensure your device is on a stable surface and speak, to ensure your camera and microphone are tested properly. The test takes approximately 30 seconds and will let you know the quality of your audio and video and if there are issues.
If the test fails or the results are bad:
- Make sure other applications on your device are not using your microphone/camera or close them.
- Double-check your internet connection.
- Make sure your microphone and camera are Enabled/Allowed under your ‘Device Settings’ if using the ‘SK Virtual Visit’ APP.
Step 3: After a successful test,
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.
Step 1 - Enable your microphone and camera on this screen, check 'Remember my preferences for future meetings' to save these settings.
Step 2 - Click 'Answer'.
As noted above, Camera and Mute buttons are located at the bottom of the screen. Tap each of them to toggle between turning them Off/On. Red means they are Off and other participants will not hear/see you. When you are muted, you should still be able to hear others.