Client is having trouble with appointment loading

I saw another post about this but it did not have a solution posted. My client is having the following issue. When they click to log in to their appointment it has a message with an arrow

"Please click ‘Allow’ to enable access to your webcam and microphone.

Don’t see this? Reload the page"

They have reloaded the page several times and it is not working. How do they fix this issue?

Please note this client is not a new user and they have accessed their appointment on this device before. They are using a Macbook and have not had problems in the past.

Client is having trouble with appointment loading

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