Top troubleshooting tips to assist patients

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This is a quick troubleshooting guide for you to use with a participant who is having trouble connecting to the call.

Ensure you use the correct web browser. Try:


Google Chrome

Mozilla Firefox


Make sure all apps are closed in the background when using a mobile device.
Give permission for your mobile device to access your microphone and camera when the prompts pop up.
If the patient or consumer still can’t connect for their appointment, try using the Direct Call button and invite participant using SMS, email or voice call options.
See Self-help troubleshooting for clinicians for more detailed troubleshooting.
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