** 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', which are covered in these articles:
- WINDOWS DESKTOP/LAPTOP - Video & Audio Permissions/Settings
- APPLE MAC DESKTOP/LAPTOP - Video & Audio Permission Settings
The instructions in this article are specifically for laptop/computers. For help when using a mobile device, see 'BROWSER SPECIFIC Video & Audio Permissions/Settings on Mobile Devices'.
CHROME
WHEN YOUR CAMERA AND MICROPHONE ARE BLOCKED ON CHROME
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For permissions within SK Virtual Visit on Chrome, click to see 'PERMISSIONS WITHIN THE SK VIRTUAL VISIT PLATFORM ON CHROME' below. |
Open Chrome and go to https://virtualvisit.saskatchewan.ca/
Go to the 'Permissions' screen in one of two ways:
1. Click the icon to the left of the site address, select 'Site settings' then click here to jump ahead to 'CHROME Permissions screen', OR
2. 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'.
CHROME 'Permissions' 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'.
PERMISSIONS WITHIN THE SK VIRTUAL VISIT PLATFORM ON CHROME
Always 'Allow' your camera and microphone whenever you are prompted:
CLINIC USERS - when you first 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 do this, click here and follow the steps provided).
INVITED PATIENTS/PARTICIPANTS - when you first 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.
Also ensure 'Enable microphone when the meeting starts' and 'Enable camera when the meeting starts' are checked.
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 places 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. Click 'Always allow...'
- You can select 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'.
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
WHEN YOUR CAMERA AND MICROPHONE ARE BLOCKED ON EDGE
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Open Microsoft Edge and go to https://virtualvisit.saskatchewan.ca/
Go to the 'Permissions' screen in one of two ways:
1. Click the icon to the left of the site address, select 'Permissions for this site', then click here to jump ahead to the 'EDGE All Permissions screen', OR
2. At the top-right of the screen, click the 3 dots (found below the exit 'X'), then select 'Settings'.
On the 'Settings' menu, select 'Cookies and site permissions'.
EDGE 'All Permissions' screen:
Select 'Camera'.
If 'https://virtualvisit.saskatchewan.ca' appears under 'Block' (as shown below), click the 'garbage icon' to remove the site from the 'Blocked' list.
Go back to the previous 'Permissions' screen and repeat these steps for 'Microphone'.
Now, when you tap the lock icon to the left of the site address, you will see that 'Camera' and 'Microphone' are 'Allowed'.
PERMISSIONS WITHIN THE SK VIRTUAL VISIT PLATFORM ON MICROSOFT EDGE
Always 'Allow' your camera and microphone whenever you are prompted:
CLINIC USERS - when you first 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 do this, click here and follow the steps provided).
INVITED PATIENTS/PARTICIPANTS - when you first 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.
Also ensure 'Enable microphone when the meeting starts' and 'Enable camera when the meeting starts' are checked.
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).
Once in the video, there are a few places to check your audio and video permissions:
- The camera icon on the address bar - this will show you if the camera and/or microphone are being blocked. Click 'Always allow...'
- You can select 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'.
After clicking 'Enable Permssions', if you see this message, correct your camera amd microphone permissions by clicking here and following the steps provided.
FIREFOX
WHEN YOUR CAMERA AND MICROPHONE ARE BLOCKED ON FIREFOX
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Open Firefox and go to https://virtualvisit.saskatchewan.ca/
Set 'Permissions' in one of two ways:
1. Click the lock icon to the left of the site address, select 'Connection secure', then 'More information'.
Select 'Permissions' and scroll down to 'Use the Camera' and 'Use the Microphone'. Uncheck the 'Use Default' box and select 'Allow' for both.
Now, when you click the 'site permissions icon' at the left of the site address, you will see that your microphone and camera are 'Allowed'.
2. Another way to set your permissions - at the top-right of the screen, click the 3 lines (found below the exit 'X'), then select 'Settings'.
Select 'Privacy & Security', then scroll down to 'Permissions'.
Select 'Camera'.
If the 'Status' of https://virtualvisit.saskatchewan.ca says 'Block' (as shown below), click onto the word 'Block' and select 'Allow', then 'Save Changes'.
Go back to the previous 'Permissions' screen and repeat these steps for 'Microphone'.
Now, when you click the 'site permissions icon' at the left of the site address, you will see that your microphone and camera are 'Allowed'.
PERMISSIONS WITHIN THE SK VIRTUAL VISIT PLATFORM ON FIREFOX
Always 'Allow' your camera and microphone whenever you are prompted:
CLINIC USERS - when you first 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, check the 'Remember this decision' box and 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 do this, click here and follow the steps provided).
INVITED PATIENTS/PARTICIPANTS - when you first join a video session, at the 'Join a Meeting' screen, you will be prompted to allow your microphone. Check the 'Remember this decision' box and click 'Allow' and the microphone meter on the screen will become active, confirmiing that your microphone is working.
Also ensure 'Enable microphone when the meeting starts' and 'Enable camera when the meeting starts' are checked.
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).
Once in the video, there are a few places to check your audio and video permissions:
- The camera & microphone icons on the address bar - this will show you if the camera and/or microphone are being blocked. Click 'Blocked Temporarily X' for both to remove the restrictions.
- You can select 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'.
SAFARI
WHEN YOUR CAMERA AND MICROPHONE ARE BLOCKED ON SAFARI
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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.