Skip to main content

Access to webcam and microphone

Answered

Comments

9 comments

  • Gillian

    Hi Linda,

    If you're experiencing issues with conducting a Telehealth video call, I recommend following these steps first:

     

     

    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.

    Comment actions Permalink
  • Susan Witt

    I work with younger kids and really need the audio on screen share.  Please consider fixing this issue.  It is helpful when showing short videos, using social stories, reading books, etc.  

    Comment actions Permalink
  • Gillian

    Hi Susan, you can vote for the idea at simplepractice.uservoice.com. Your votes help our Product team understand which features are most important to you.

    Comment actions Permalink
  • Diana Walla

    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

    Comment actions Permalink
  • Suzanne Lowry

    If you have safari  - go to safari then preferences and then websites tab - there you can allow access again on mic and camera

    Comment actions Permalink
  • Colin Chisholm

    I am having the same problem and just followed the above instructions. It did NOT work. Please help as I have already had to cancel two sessions.

    Comment actions Permalink
  • Colin Chisholm

    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.

    Comment actions Permalink
  • Barbara Johnson

    Please help I have done everything and nothing is woring. Ive had to cancel two appointments already and have seven today need immediate help.

    Comment actions Permalink
  • Ruth

    Hi Everyone, 

    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

    Comment actions Permalink

Please sign in to leave a comment.