Technical support

• Check that all your devices are correctly plugged in and that the battery has enough charge.
• Check that you are connected to the internet. The cellular data icon or Wi-Fi icon should appear in your desktop toolbar or top corner of your mobile device.
• You can check your internet by accessing your device network settings.

Videoconferencing platforms will only perform properly in a supported browser such as:

If your default internet browser is not a recommended browser, you will need to copy and paste the link into a recommended browser rather than clicking on the link.

More about system requirements

The first time you access a videoconferencing platform, you will be prompted to allow access to your microphone and camera. When this pop-up appears, select Allow.

If the camera icon in the web page address bar has a red cross, it indicates that your device does not have access to your microphone or camera.

Click on the camera icon and select Continue allowing. Click the Done button.

You will need to refresh the page for the setting changes to take effect.

You can also check the site settings of the browser to see if you have allowed access to your audio and video devices.

In the address field, on the left side of the address, click on the padlock.

This will open a window that shows this site settings.

Use the drop-down arrows to ensure the camera and microphone access is set to Allow.

If your audio or video are not working, other apps running in the background may already be using the microphone or camera.

On a smartphone

iOS

Double-tap the Home button or swipe up from the bottom of the screen to view apps currently running.

Swipe an app up to close the app.

Close all other apps apart from the browser you are using.

Android

Tap the multi-task button (square icon usually in the bottom-right corner) to view apps currently running.

Swipe left or right to close an app.

Close all other apps apart from the browser you are using.

On a computer

Check if you are running another app that uses your microphone or camera, such as:

• Microsoft Teams
• Pexip
• Zoom
• myVirtualCare

Close other browser windows apart from the one you are using.

myVirtualCare

If you have more than one audio or video source, you can switch devices. This may improve your audio or video.

• From the home page top bar, click the Audio and video settings button.
• Select different audio or video devices using the drop-down menu.

• Click on Test microphone and speak. You should hear yourself or an echo.
• Click on Test video. You should see yourself in the preview window.

PEXIP

The device settings can be accessed through the user controls. The three dots will open your user controls.

• Click the three dots to access user controls when first logging in.

User controls can also be accessed by clicking the three dots on the top right of the side panel when in a call.

• Click ‘Select media devices’ in user controls. The device settings menu will open.
• Select the icon for the input you need to change (audio or video). Available input sources will be shown.
• Click on the input you want and then select the arrow next to ‘select’ to return to device settings window.

If the browser is frozen or there is a poor connection, refreshing the browser can reload the webpage and improve the connection.

• For Windows, click on the refresh button found in the top left corner.
• For Mac, select Command + R.

myVirtualCare also has a screen refresh button in the top bar that can be used.

In Chrome (on a computer)

1. On your computer, open Chrome.
2. At the top right, click the menu button(the three vertical dots button).
3. Click More tools and then Clear browsing data.
4. At the top, choose a time range. To delete everything, select All time.
5. Select Cookies and other site data and Cached images and files (check the boxes).
6. Click Clear data.

Instructions for other browsers and devices