** IMPORTANT **
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If users are unable to see or hear you, it may be that permissions have been blocked or were 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' as well as other 'Permissions' when using SK Virtual Visit, which are covered in these articles:
- ANDROID MOBILE DEVICE - Video & Audio Permissions/Settings (APP, WEB & More)
- APPLE IPHONE/IPAD - Video & Audio Permissions/ Device Settings (APP, WEB & More)
CHROME
CHROME - WHEN YOUR CAMERA AND MICROPHONE ARE BLOCKED
Open Chrome and go to https://virtualvisit.saskatchewan.ca/
| ANDROID MOBILE DEVICES | APPLE MOBILE DEVICES |
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Click the '3 dots' in the upper-right corner of your screen. |
Tap 'Settings' on the Home Screen. |
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Scroll down, find and select 'Settings'.
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Swipe down to reveal the search field and type 'Chrome', then select it from the list that appears. Or, you can scroll down the screen until you see 'Chrome', then tap on it. |
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Scroll down and select 'Site settings'. |
Scroll down and select 'Chrome'.
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If the 'Camera' and 'Microphone' settings say 'Blocked' (as shown below), click on each of them to change the setting to 'Ask first'. |
Locate 'Camera' and 'Microphone' and turn both 'ON'.
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'Ask first...' should be turned 'On'. If the 'Android settings' message appears, click 'Android settings' to open the 'Chrome' app settings screen. Scroll down and open 'Permissions'. |
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Click on each,
'Microphone' and change to 'Allow' |
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You can confirm your settings by clicking the
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CHROME - PERMISSION SETTINGS WITHIN THE SK VIRTUAL VISIT PLATFORM
Always 'Allow' your camera and microphone whenever you are prompted:
When you first start or join a video session, you may get the microphone permission prompt(s) (depending on your current browser settings, or updates to your system/IP address).
- Invited Patients/Participants - Ensure 'Enable microphone when the meeting starts' and 'Enable camera when the meeting starts' on this screen are checked.
| ANDROID MOBILE DEVICES | APPLE MOBILE DEVICES |
Click 'Continue' and the microphone meter on the screen will become active, confirmiing that your microphone is working.
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Click 'OK/Allow' and the microphone meter on the screen will become active, confirmiing that your microphone is working.
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When first arriving into the video, you may or may not get these permission prompts (depending on your current browser settings, or updates to your system/IP address).
If any of these messages do appear, always click 'Allow/OK'.
Important: Do not block, deny or X out of these permission, otherwise the camera and microphone will not work on your browser and will have to be 'Allowed' in Settings (to do this, click here and follow the steps provided).
| ANDROID MOBILE DEVICES | APPLE MOBILE DEVICES |
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Click 'Allow'. |
Click 'OK/Allow'.
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Also, once in the video, there are a few places to check your audio and video permissions:
- You can select or confirm the specific microphone/speaker or camera, using the buttons in the bottom left. Click the arrow beside 'Mute' and 'Video'.
- Clinic Users only - If the page cannot detect your camera, it will display 'Enable Permissions'. Click 'Enable Permissions'.
If you wish, you can confirm that your camera and microphone have been properly 'Allowed' for use:
| ANDROID MOBILE DEVICES | APPLE MOBILE DEVICES |
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Click the |
Click the '3 dots' to the left of the site address. Click 'Edit Permissions' to check or disable the 'microphone'.
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Permssions should be enabled, as shown below: |
You should see that the microphone has been enabled, as shown below:
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MICROSOFT EGDE
EDGE - WHEN YOUR CAMERA AND MICROPHONE ARE BLOCKED
Open Edge and go to https://virtualvisit.saskatchewan.ca/
| ANDROID MOBILE DEVICES | APPLE MOBILE DEVICES |
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Click the '3 lines' in the lower-right corner of your screen. |
Tap 'Settings' on the Home Screen. |
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Find and select 'Settings'.
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Swipe down to reveal the search field and type 'Edge', then select it from the list that appears. Or, you can scroll down the screen until you see 'Edge', then tap on it. |
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Find and select 'Privacy and security'. |
Scroll down and select 'Edge'.
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Find and select 'Site settings'. |
Locate 'Camera' and 'Microphone' and turn both 'ON'.
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If the 'Camera' and 'Microphone' settings say 'Blocked' (as shown below), click on each of them to change the setting to 'Ask first'. |
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If the 'Android settings' message appears, click 'Android settings' to open the 'Edge' app settings screen. Scroll down and open 'Permissions'. |
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Click on each,
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EDGE - PERMISSION SETTINGS WITHIN THE SK VIRTUAL VISIT PLATFORM
Always 'Allow' your camera and microphone whenever you are prompted:
When you first start or join a video session, you may get the microphone permission prompt(s) (depending on your current browser settings, or updates to your system/IP address).
- Invited Patients/Participants - Ensure 'Enable microphone when the meeting starts' and 'Enable camera when the meeting starts' on this screen are checked.
| ANDROID MOBILE DEVICES | APPLE MOBILE DEVICES |
Click 'Allow' and the microphone meter on the screen will become active, confirmiing that your microphone is working. |
Click 'OK/Allow' and the microphone meter on the screen will become active, confirmiing that your microphone is working.
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When first arriving into the video, you may or may not get these permission prompts (depending on your current browser settings, or updates to your system/IP address).
If any of these messages do appear, always click 'Allow/OK'.
Important: Do not block or X out of these permission, otherwise the camera and microphone will not work on your browser and will have to be 'Allowed' in Settings (to do this, click here and follow the steps provided).
| ANDROID MOBILE DEVICES | APPLE MOBILE DEVICES |
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Click 'Allow'.
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Click 'OK/Allow'. |
Also, once in the video, there are a few places to check your audio and video permissions:
- You can select or confirm the specific audio device, using the buttons in the bottom left. Click the arrow beside 'Mute' and 'Video'.
- Clinic Users only - If the page cannot detect your camera, it will display 'Enable Permissions'. Click 'Enable Permissions'.
If you wish, you can confirm that your camera and microphone have been properly 'Allowed' for use:
| ANDROID MOBILE DEVICES | APPLE MOBILE DEVICES |
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Click the |
Click the '3 dots' to the left of the site address. Click 'Edit Permissions' to check or disable the 'microphone'. |
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Permssions should be enabled, as shown below: |
You should see that the microphone has been enabled, as shown below:
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FIREFOX
FIREFOX - WHEN YOUR CAMERA AND MICROPHONE ARE BLOCKED
Open Firefox and go to https://virtualvisit.saskatchewan.ca/
| ANDROID MOBILE DEVICES | APPLE MOBILE DEVICES |
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Click the '3 dots' in the upper-right corner of your screen. |
Tap 'Settings' on the Home Screen. |
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Scroll down, find and select 'Settings'.
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Swipe down to reveal the search field and type 'Firefox', then select it from the list that appears. Or, you can scroll down the screen until you see 'Firefox', then tap on it. |
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Scroll down to the 'Privacy and security' section; find and select 'Site permissions'. |
Scroll down and select 'Edge'.
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If the 'Camera' and 'Microphone' settings say 'Blocked' (as shown below), click on each of them to change the setting to 'Ask to allow'. |
Locate 'Camera' and 'Microphone' and turn both 'ON'.
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If the 'Android settings' message appears, click 'Android settings' to open the 'Edge' app settings screen. Scroll down and open 'Permissions'. |
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Click on each,
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FIREFOX - PERMISSION SETTINGS WITHIN THE SK VIRTUAL VISIT PLATFORM
Always 'Allow' your camera and microphone whenever you are prompted:
When you first start or join a video session, you may get the microphone permission prompt(s) (depending on your current browser settings, or updates to your system/IP address).
- Invited Patients/Participants - Ensure 'Enable microphone when the meeting starts' and 'Enable camera when the meeting starts' on this screen are checked.
| ANDROID MOBILE DEVICES | APPLE MOBILE DEVICES |
Click 'Allow' and the microphone meter on the screen will become active, confirmiing that your microphone is working.
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Click 'OK/Allow' and the microphone meter on the screen will become active, confirmiing that your microphone is working.
|
When first arriving into the video, you may or may not get these permission prompts (depending on your current browser settings, or updates to your system/IP address).
If any of these messages do appear, always click 'Allow/OK'.
Important: Do not block or X out of these permission, otherwise the camera and microphone will not work on your browser and will have to be 'Allowed' in Settings (to do this, click here and follow the steps provided).
| ANDROID MOBILE DEVICES | APPLE MOBILE DEVICES |
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Click 'Allow'.
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Click 'OK/Allow'.
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Also, once in the video, there are a few places to check your audio and video permissions:
- You can select or confirm the specific audio device, using the buttons in the bottom left. Click the arrow beside 'Mute' and 'Video'.
- Clinic Users only - If the page cannot detect your camera, it will display 'Enable Permissions'. Click 'Enable Permissions'.
If you wish, you can confirm that your camera and microphone have been properly 'Allowed' for use:
| ANDROID MOBILE DEVICES | APPLE MOBILE DEVICES |
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Click the |
Not applicable for iphones.
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Permssions should be enabled, as shown below: |
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SAFARI
SAFARI - WHEN YOUR CAMERA AND MICROPHONE ARE BLOCKED
Step 1 - Tap 'Settings' on the Home Screen.
Step 2 - Swipe down to reveal the search field and type 'Safari', then select it from the list that appears.
Or, you can scroll down the screen until you see 'Safari', 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.
SAFARI - PERMISSION SETTINGS WITHIN THE SK VIRTUAL VISIT PLATFORM
If Users are Still Not Able to Hear or See Each Other - It May Be an Internet Bandwidth Issue
Test Your Audio & Video on Mobile:
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:
When logged into their SK Virtual Visit account and before starting their virtual sessions, users should run the ‘Pre-Call Test’. This is a 30-second test of their video, audio and internet connection and accessed:
- On the SK Virtual Visit APP, under ‘Menu’ along the bottom of the screen.
- On the WEB, under the '3 green lines' near the top of the screen, then select 'Account' from the left navigation bar.
ON SK VIRTUAL VISIT APP ON THE WEB
Review the ‘Test Audio/Video Quality’ screen, then click ‘Start Test’.
The Camera and Microphone permissions must be set to 'Allowed'. If they say 'Not Allowed', click on them and change to 'Allow'. When ready, click 'Done', then 'Start Test'.
The test will proceed. Ensure your device is on a stable surface and speak, so your camera and microphone are tested properly.
After receiving a successful test, Go Back to the 'Menu’ screen by clicking the (on Apple devices) or
(on Android devices) in the upper-left corner of the screen.
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.
ON SK VIRTUAL VISIT APP ON THE WEB
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.