All Collections
Advanced Tips
Surgery Connect
No sound or video - Softphone
No sound or video - Softphone

Quick checks if your sound or video isn't working with the Softphone.

Updated over a week ago

I can't see or hear my calls!

  1. 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

  2. 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

  3. 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)

  4. 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

Did this answer your question?