If you are not able to see or hear your participant in a Meeting, this could be caused by the following:
Q health has not been allowed access by the participant to their microphone and camera,
The internet connection is not strong enough,
The participants device's operating system is too old (iOS only),
The participant was on a phone call at the time of joining the appointment.
The participant is having a consultation from a location that uses a Firewall i.e. a school
There is an external monitor or speaker that is attached to your device.
A troubleshooting guide for participants issues 1-4 can be found here.
To check your internet connection, please head to this guide for step by step instructions on running a quick, 30 second test.
We also recommend both participants try refreshing the Meeting page and re-joining the Meeting. To do this, simply press the circular arrow on your browser next to the Q health URL.
If possible, the participant can try joining the Meeting on an alternative device.
Checking Your Speakers
If you are unable to hear the participant, please check to make sure that your speakers are currently working. To do this, we recommend playing a video or song from an alternative site to ensure that the sound is working properly.
If you are using two screens, please ensure that your device is configured correctly for the sound to be used from that screen. This can be done by:
Right click the Sound icon in the bottom toolbar to open 'Sound settings'.
On the right panel scroll down to advanced sound settings and click the option for 'App volume device preferences'.
There you will see a list of programs. Choose the correct device to play the sound for your browser. Chrome/Edge will be shown on this list only if they are playing sound.
If your question has not been answered in this article, please press on the big pink circle to speak to a member of the Q health Support Team!