If your camera or microphone aren't working, first check that your device isn't in use by another application or in another browser tab. Only one application can use your camera and microphone at a time, so any other applications that are trying to use your device must be closed.
Next, verify that your device is properly connected by checking your device settings on your computer, tablet, or smart phone. Here's how to check:
- On a Windows computer: Click the Start button Settings Devices. For Bluetooth devices, click Bluetooth & other devices. For USB devices, click USB.
- On an Apple Mac and MacBook: For Bluetooth devices, click the Apple menu System Preferences Bluetooth. For USB devices, click the Apple menu About This Mac System Report and check that the device appears under Hardware.
- On Apple iPad and iPhone: Open the Settings app. Tap Bluetooth.
- On an Android device: Open the Settings app. Tap Connected devices Connection preferences Bluetooth.
If your device appears as "Unconnected," click or tap on the device in the list to connect. If you do not see your device in the list, try reconnecting. For Bluetooth devices, refer to your device's user guide for pairing instructions.
If your device is connected, next confirm that your browser can request access to the device. When you attempt to start or join a telehealth session, a popup should appear in your browser to confirm that you'd like to allow TherapyNotes to use your camera and microphone. If you've previously blocked access to your camera or microphone, you may need to undo this action in your browser's website settings.
For more guidance, read How to Always Allow Camera and Microphone Access for Telehealth.