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
