Access to webcam and microphoneAnswered
I have received the following message:
Unfortunately, we cannot access your webcam and microphone right now.
If you're experiencing issues with conducting a Telehealth video call, I recommend following these steps first:
- Update your device's operating system and browser version
- Clear your browser cache
- Make sure that your device is optimized for using our Telehealth feature
Next, you can use TokBox's Pre-call Tool to make sure that you and your clients are set up for success in your appointments. This tool will check your device to make sure that your settings are configured properly. I also recommend that you share our Telehealth FAQs for clients guide so that they can make sure that their devices are properly configured to use Telehealth.
You can find more detailed information about our Telehealth feature and best practices for usage from the following Help Center guides:
We also offer a video training series that can help you prepare for Telehealth appointments called Getting Started with Telehealth. If you have follow-up questions after watching the series, you can attend a live Telehealth Q&A webinar, offered multiple times a week. You can find these resources and more on our Classes page.
Let me know if you have any additional questions about this, or anything else SimplePractice. I'm here to help.
I have been using SP Telehealth for a few weeks, and it has been reasonably smooth. Suddenly, this week I am not able to start a session from my computer. I get this message: "Unfortunately, we cannot access your webcam and microphone right now." It references a camera icon in the URL bar, but I see no such icon on my computer. I have rebooted the computer, closed all other programs, changed web browsers, cleared my cache, an updated my operating system and browser. Still, I am getting this message. So basically I can't access telehealth from my computer on SP right now. How can I get it to work again? Thanks
Follow up: I had to go to both video and audio in Preferences and change it to Allow. But why did this happen in the first place? It was working fine for two months, then all of a sudden I lose access right before my sessions. Frustrating as this is money lost and clients not getting the care they need.
With the latest operating system update for Mac iOS 10.15 Catalina, some customers have reported needing to reenable their camera and microphone access for their web browser in System Preferences > Security & Privacy > check the box to enable Microphone and Camera access for your web browsers.
Barbara - I see that you recently chatted with a member of our team, I just marked the Help Request created for you as Urgent. A team member is investigating your Telehealth feature and will be getting back to you shortly with their findings. In the meantime, check out our Troubleshooting Telehealth Appointments tips: https://support.simplepractice.com/hc/en-us/articles/360041146032-Troubleshooting-Telehealth-appointment-issues !
I have a client that gets the prompts that she needs to give access for her webcam and mic like the message above says. I worked through each of the prompts with her and it did not work. From trying to find the camera icon, clearing the cache, and adjusting settings. Are there any other solutions. They have a mac book if that changes anything.
Hi Jason, I'd recommend reaching out to our Technical Team so they can investigate your Telehealth call logs with this client specifically. To contact them, click on the ? icon in your account > Get Help and submit an email help request. For more on how to submit an email help request, check out this guide: https://support.simplepractice.com/hc/en-us/articles/360002795252 !
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