Troubleshoot Online Services

The link does not work or is not connecting

  • Check that you have the correct link in the browser
  • If you are using another web browser, try opening the link using Google Chrome

 

The pop up screen is not appearing

  • Check your browser settings to ensure you have allowed pop ups

 

I can’t see or hear the other caller/s

  • Check your device (computer or tablet) settings to your speakers have not been muted
  • Ask the other caller/s to check that their camera and microphone access has been allowed

 

The other caller/s can’t see or hear me

  • Check your device (computer or tablet) settings to ensure you have allowed access to your camera and microphone
  • Ask the other caller/s to check that speakers have not been muted

 

My child can hear but I can’t

  • If the sound is going directly to your child’s device, you may not be able to hear. You may need a headphone splitter. Please see this Headphone Splitter instruction sheet for more details.

 

The call keeps freezing or dropping out

  • Check whether the issue is from your end or the other caller/s
  • Check the strength of your internet connection
  • Try turning off your camera (video mode) so it’s an audio only call
  • Disconnect the call and dial back in if necessary

 

If you are still experiencing difficulties with accessing your Online Telehealth system, please contact your clinician for further guidance

 

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