Troubleshooting Telehealth Issues

Telehealth meetings will require the following 5 items:

• A stable and sufficient internet connection
• A web browser installed on a laptop, desktop or mobile device
• A web enabled camera (built in or external)
• A microphone (built in or external)
• Speakers (built in or external) or headphones / earbuds.

Troubleshooting your webcam and audio

If you are not sure that your webcam or audio hardware are working properly, use one of the following processes to test:

Windows 10 Camera Test

If you're a Windows 10 user, select the Cortana search box on the Window's 10 taskbar, then type Camera into the search box. The Camera app may ask for your permission to access the webcam before it displays the camera's feed.

Windows 10 Microphone Test

Right-click (or press and hold) the volume icon on the taskbar and select Sounds.
In the Recording tab, look for green bars rising as you speak into your recording device. If the bars are moving, your device is connected and working properly.

MAC Camera Test

Click the "Photobooth" icon on your MacBook's dock or from the "Applications" folder. The webcam should turn on, presenting an image from the camera on the screen.

MAC microphone Test

Click the Apple logo in the upper left corner, and then click System Preferences. Click Sound.
Click the Input tab.
Click your Plantronics headset.
Speak into the microphone.

Online webcam testing tools

There are a number of webcam testing sites that can be used to quickly confirm that your webcam and audio are working. Here are a couple examples:

• webcamtests.com
• onlinemictest.com/webcam

Video meeting not using the correct camera

If your computer has multiple web cameras, you may need to set a default camera for your web browser. Here are some guides for setting the default web camera for your web browser

Google Chrome

Open Chrome.
At the top right, click More. Settings.
At the bottom, click Advanced.
Under "Privacy and security," click Content settings.
Click Camera or Microphone.
Turn Ask before accessing on or off.

Apple Safari

For Safari, click Safari in the top left-hand corner. Then click Settings for This Website. Under camera and microphone choose Allow. To choose or switch your microphone or camera in Safari, you'll need to go into your webinar or meeting room.

Microsoft Edge

Open Control Panel.
Click Hardware and Sound.
Click Devices and Printers.
Right-click the USB camera you want to set as default then click Set as default camera..

Firefox

Click the menu button.
Click Privacy & Security from the left menu.
Scroll down to the Permissions section.
Click the Settings.
Enter the website URL in the Search field for the site that you want to access your camera.
Press the Enter key.