Articles on: Video Consultations

Troubleshooting video consultations on Chrome

If you're having issues with video consultations on Chrome, this article will take you through some things to check.

Setting camera and microphone permissions

The video consultation platform needs access to your camera and microphone so your patient can see and hear you (and vice versa!). When using Chrome for a video session, you'll need to allow access to both of these to allow the connection to be made.

To check your camera and microphone permissions on a laptop or PC, open the menu (three vertical dots top right) and choose Settings.

Under the Privacy and Security section choose Site Settings -> Permissions and choose both Camera and Microphone in turn.

For both, the switch towards the top of the screen should be set to "Ask before accessing (recommended)" and should appear blue.

If you see any sites listed under the Block section, please click on the dustbin icon to remove them from your blocked list.

Once you've started to use video consultations, the sites should be added to your allowed list, which means you won't have to grant the access permissions each time. Chrome will remember these settings for you.

On a phone or tablet, open your Chrome app, again open the menu, then Settings -> Site settings.

Check both the Camera and Microphone settings to ensure the switch at the top is set to "Ask first" and that no sites are included in the Blocked list. If you do see one, tap on it and change the Access your Camera/Microphone settings to Allow.

You can see Google's own guidance on camera and microphone permissions here.

Updated on: 17/06/2022

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