I can't see or hear my calls!
Check your hardware
If you have plug in cameras and speakers or a headset, check they are connected correctly to the PC and have no visible damage
Does the laptop have a slider over the camera?
Has the ringer been turned down or off accidentally?
Does the PC need an upgrade or had an upgrade? - check system settings
Does the headset need an upgrade? - check the manufacturers website
Check your computer settings
Make sure you have the correct devices selected, and complete the troubleshoot if necessary
If you have Bluetooth devices, make sure the Bluetooth is on and they are connected
Make sure the Surgery Connect audio and visual settings are correct
Find the padlock icon at the top of your browser window. Click on this it will show you the 'Site settings'. In the list of Permissions, make sure that the Camera and Microphone are set to allow (toggled on)
Video Calling
Is your softphone selected as the call device?
Is the video call request going to a suitable device? i.e. smartphone?
NOTE: The GP/Surgery requesting the video call does not have to have a web camera for the video call to work but the patient does need to have a smartphone or tablet with integrated camera