On desktop or laptop computers, SK Virtual Visit can be accessed through Google Chrome, Microsoft Edge, Firefox or Safari browsers. Audio and video must be allowed/permitted for the video sessions AND for the browser you are using. If users are unable to see or hear you, it may be that permissions have been blocked or not allowed.
Chrome
On Chrome you can check the audio and video device and permissions by clicking on:
- the camera icon in the top right - this will show you if the camera and/or microphone are being blocked
- If the page cannot detect your camera, it will display a message that you can click on. This may also be a sign that your device isn't hooked up or ready
- You can select the specific audio device using the buttons in the bottom left
Microsoft Edge
In Microsoft Edge you can check the audio and video device and permissions by clicking on:
- the microphone icon in the top right - this will show you if the camera and/or microphone are being blocked
- If the page cannot detect your camera, it will display a message that you can click on. This may also be a sign that your device isn't hooked up or ready
- You can select the specific audio device using the buttons in the bottom left
Firefox
When you first attend a meeting with Firefox you will be prompted to allow you microphone and camera. It will look like this:
You can select the devices and choose to allow or block
If you accidentally block access, your camera and microphone won't work in the video chat but you can allow them again by clicking on the camera and microphone icons in the left side of the address bar:
Click on the camera and microphone icons will bring up a small menu showing the devices that are being blocked for the page:
Click on the 'X' beside the words Blocked Temporarily you can then refresh the page by clicking on the circle arrow button in the top left corner of the browser window that looks like this:
That will prompt you again to allow the microphone and camera access.
Safari
CLINIC USERS - HOST:
When you first start or join a video session, you will be prompted to allow your microphone and camera:
Click 'Allow'.
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...'
... follow these steps to enable camera permissions:
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 'Microphone'.
Make sure 'Allow' is selected for virtualvisit.saskatchewan.ca:
Next. click on 'Camera' and make sure 'Allow' is selected for virtualvisit.saskatchewan.ca:
If Users are Still Not Able to Hear or See Each Other - It May Be an Internet Bandwidth Issue:
It is important that both provider and patient users test their audio and video equipment before attending any video meetings/consultations. This will help ensure that everything is set up and working correctly ahead of time.
Clinic users and participants joining after logging 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.
Patients and Participants joining with the 'https://...' quick link - not logged into a SK Virtual Visit account:
Click the 'https://...' quick link in the email or SMS text message.
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.