On desktop or laptop computers SK Virtual Visit can be accessed through Google Chrome, Microsoft Edge, Firefox or Safari browsers. If users are unable to see or hear you it may be that permissions have been blocked.
Troubleshooting for Microsoft Edge
Checking your Audio/Video 'System Settings' on Laptops/Computers
Chrome
On Chrome you can check the audio and video device and permissions by clicking on:
- the camera icon in the top right - this will show you if the camera and/or microphone are being blocked
- If the page cannot detect your camera, it will display a message that you can click on this may also be a sign that your device isn't hooked up or ready
- You can select the specific audio device using the buttons in the bottom left
If users are still not able to hear or see each other, click here for more information.
Microsoft Edge
In Microsoft Edge you can check the audio and video device and permissions by clicking on:
- the microphone icon in the top right - this will show you if the camera and/or microphone are being blocked
- If the page cannot detect your camera, it will display a message that you can click on this may also be a sign that your device isn't hooked up or ready
- You can select the specific audio device using the buttons in the bottom left
If users are still not able to hear or see each other, click here for more information.
Firefox
When you first attend a meeting with Firefox you will be prompted to allow you microphone and camera. It will look like this:
You can select the devices and choose to allow or block
If you accidentally block access, your camera and microphone won't work in the video chat but you can allow them again by clicking on the camera and microphone icons in the left side of the address bar:
Click on the camera and microphone icons will bring up a small menu showing the devices that are being blocked for the page:
Click on the 'X' beside the words Blocked Temporarily you can then refresh the page by clicking on the circle arrow button in the top left corner of the browser window that looks like this:
That will prompt you again to allow the microphone and camera access.
If users are still not able to hear or see each other, click here for more information.
Safari
In Safari when you first attend a virtual meeting you will be prompted to allow your microphone and camera. It will look like this:
If you do not get prompted, you can refresh the page by clicking on the circle arrow in the top right corner of the address bar:
You may also see a message that permission is needed and asking you to enable permissions that looks like this, click on Enable Permissions and it will prompt you, like above:
If you see a message stating that "We do not have permission to access your camera..." that looks like this:
Follow these steps to enable camera permissions:
Click on Safari in the top left then click on Settings...
You will be shown a settings window.
Click on Websites in the top navigation
Then Microphone and make sure Allow is selected for virtualvisit.saskatchewan.ca:
Next click on Camera and make sure Allow is selected for virtualvisit.saskatchewan.ca:
If users are still not able to hear or see each other, it may be a bandwidth issue. It is important that a pre-call test is done each day (by both the provider and the patient) before attending any meetings. This will help ensure that everything is set up correctly. More information about completing a pre-call test.
If you suspect that it may be a connection or bandwidth issue additional troubleshooting may need to be done. If it is determined that a bandwidth issue is causing the problem, you will need to talk to your local IT resource or your internet service provider.
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