---
title: Troubleshooting Telemedicine for Patients
slug: portal-sub/troubleshooting-telemedicine-for-patients
docTags: 
createdAt: 2026-03-04T12:03:20.022Z
---

| # Overview<br />This guide provides troubleshooting tips related to Telemedicine.<br /><br />It is written specifically for patients and covers:<br />* [Troubleshooting connecting for Telemedicine patients ](docId:0SSxkj34YSCL5XMiGRA_d)
  - [Enable audio and video for your device](docId:0SSxkj34YSCL5XMiGRA_d)
    - [Windows and Mac laptops](docId:0SSxkj34YSCL5XMiGRA_d)
    - [Mobile devices (iOS and Android)](docId:0SSxkj34YSCL5XMiGRA_d)
  - [Enable audio and video for your browser](docId:0SSxkj34YSCL5XMiGRA_d)
    - [Google Chrome (laptop and desktop)](docId:0SSxkj34YSCL5XMiGRA_d)
    - [Safari (Mac and iOS)](docId:0SSxkj34YSCL5XMiGRA_d)
    - [Microsoft Edge (laptop and desktop)](docId:0SSxkj34YSCL5XMiGRA_d)<br /> |
| ----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |

# Troubleshooting connecting for Telemedicine patients 

If you are having difficulty connecting to your healthcare provider, it may be that you do not have your audio and/or video enabled.

If you do not have audio and video enabled, a banner reminds you to enable audio and video on your browser at the start of a telemedicine session. The banner displays the following message:

*To ensure your Provider can see and hear you, please enable your microphone and camera in the browser settings.&#xA0;*

The banner always displays the status of camera and microphone, indicating whether they are enabled or disabled.

In order to use the webcam and microphone in your meeting, you should ensure that you have:

- Audio and video enabled for your device
- Audio and video enabled for your browser

## Enable audio and video for your device

### Windows and Mac laptops

1. Open **System Settings**.
2. Navigate to **Privacy & Security** (Windows) or **Security & Privacy** (Mac).
3. Under **App Permissions**, enable **Camera** and **Microphone** access.

::Image[]{src="https://api.qa.archbee.co/api/optimize/zICxj0dnLereb6UUrBA3-/gIXnSLIS3p5-EnrdPlLGz_knhs-j-snbhovlike-gaeto003hrmal37q.jpg" size="85" isUploading="false" initialPath="assets/KNHs-J-snbHOVlIKE-gAeTo003hRmal37Q.jpg" githubPath="en/Portals/Telemedicine/assets/KNHs-J-snbHOVlIKE-gAeTo003hRmal37Q.jpg" position="flex-start" showCaption="false" indent="2"}

4. Restart the browser or application after changes.

### Mobile devices (iOS and Android)

1. Go to **Device Settings**.
2. Open **App Permissions** or **Privacy Settings**.
3. Select the browser on your device (Chrome or Safari) and locate the **Camera&#xA0;**&#x61;nd **Microphone&#xA0;**&#x73;ettings.

::Image[]{src="https://api.qa.archbee.co/api/optimize/zICxj0dnLereb6UUrBA3-/u1ej11qDUmPKe-fIdNBei_qrnatc1yn2xpw6j55yoezi5yk1gzok-cfa.jpg" size="50" isUploading="false" initialPath="assets/QRNATc1yn2xPw6j55yoezI5yK1GZOk-cFA.jpg" githubPath="en/Portals/Telemedicine/assets/QRNATc1yn2xPw6j55yoezI5yK1GZOk-cFA.jpg" position="flex-start" showCaption="false" indent="2"}

::Image[]{src="https://api.qa.archbee.co/api/optimize/zICxj0dnLereb6UUrBA3-/2LVEDshUkci0pGkEvJDeB_e0wc-fodlowbpqadh36jkidxs-ztugqa.jpg" size="50" isUploading="false" initialPath="assets/e0wc-fODlOWbpQADh36_JKiDxS-ZTU_GQA.jpg" githubPath="en/Portals/Telemedicine/assets/e0wc-fODlOWbpQADh36_JKiDxS-ZTU_GQA.jpg" position="flex-start" showCaption="false" indent="2"}

4. Enable **Microphone** and **Camera** for your browser.

::Image[]{src="https://api.qa.archbee.co/api/optimize/zICxj0dnLereb6UUrBA3-/V2GDFi957OlhG5mHbHsXx_gmswcccfbk96g8fi7pxt0i89lsze0xrkcq.jpg" size="50" isUploading="false" initialPath="assets/GMsWcCcFBk96G8fi7PxT0I89LsZE0XRkCQ.jpg" githubPath="en/Portals/Telemedicine/assets/GMsWcCcFBk96G8fi7PxT0I89LsZE0XRkCQ.jpg" position="flex-start" showCaption="false" indent="2"}

::Image[]{src="https://api.qa.archbee.co/api/optimize/zICxj0dnLereb6UUrBA3-/3agQOqavkz9v-epwuKTeX_9edmiv66x-vpppekov1nahxwfzrnzqxcw.jpg" size="50" isUploading="false" initialPath="assets/9EDmIV66x-vpPPEKov1NA_hxwFzrNZQxcw.jpg" githubPath="en/Portals/Telemedicine/assets/9EDmIV66x-vpPPEKov1NA_hxwFzrNZQxcw.jpg" position="flex-start" showCaption="false" indent="2"}

## Enable audio and video for your browser

### Google Chrome (laptop and desktop)

1. Open **Chrome Settings**.
2. Navigate to **Privacy and security/Site settings**.
3. Under **Permissions**, check **Camera** and **Microphone**.

::Image[]{src="https://api.qa.archbee.co/api/optimize/zICxj0dnLereb6UUrBA3-/BdOWa1KgodYkwf059GKhV_x1tp2why1wfdaxpmgftqsyyiqy5j4egw.jpg" size="100" isUploading="false" initialPath="assets/X1Tp2WhY1WfdA_XPmGFTQSYyIQY5j4E_gw.jpg" githubPath="en/Portals/Telemedicine/assets/X1Tp2WhY1WfdA_XPmGFTQSYyIQY5j4E_gw.jpg" position="flex-start" showCaption="false" indent="2"}

4. Ensure access is **allowed** for the telemedicine platform.

### Safari (Mac and iOS)

1. Open **Safari Settings**.
2. Go to **Websites/Camera**.

::Image[]{src="https://api.qa.archbee.co/api/optimize/zICxj0dnLereb6UUrBA3-/MLf0ta9gh1aF7ydQxogJb_c9u3elaayzuq8vf4w2wtxwlyft9q5xf4g.jpg" size="85" isUploading="false" initialPath="assets/c9u3ELaAyzuQ8VF4W2wTxwLyfT9q5_xf4g.jpg" githubPath="en/Portals/Telemedicine/assets/c9u3ELaAyzuQ8VF4W2wTxwLyfT9q5_xf4g.jpg" position="flex-start" showCaption="false" indent="2"}

3. Ensure access is allowed for the telemedicine platform.
4. Go to **Websites/Microphone**.

::Image[]{src="https://api.qa.archbee.co/api/optimize/zICxj0dnLereb6UUrBA3-/1i0qctCvCCdtC9j17viBD_e4ezlw-knxewlr7ozqybvrsx5cog4n18cg.jpg" size="85" isUploading="false" initialPath="assets/e4ezLw-KnxewlR7ozQYBvrSx5cog4n18cg.jpg" githubPath="en/Portals/Telemedicine/assets/e4ezLw-KnxewlR7ozQYBvrSx5cog4n18cg.jpg" position="flex-start" showCaption="false" indent="2"}

5. Ensure access is allowed for the telemedicine platform.

### Microsoft Edge (laptop and desktop)

1. Open **Edge Settings**.
2. Navigate to **Cookies and Site Permissions/All Permissions**.
3. Locate **Camera** and **Microphone** permissions.

::Image[]{src="https://api.qa.archbee.co/api/optimize/zICxj0dnLereb6UUrBA3-/rcdpGMgccPhi9JGQNZMzX_3hxy3jsy7vpyqqmbdu9q4-ccjpfrcvrow.jpg" size="100" isUploading="false" initialPath="assets/3hxY3_jsy7vPyQqmBDU9q4-CcjPfRCVROw.jpg" githubPath="en/Portals/Telemedicine/assets/3hxY3_jsy7vPyQqmBDU9q4-CcjPfRCVROw.jpg" position="flex-start" showCaption="false" indent="2"}

4. Ensure both are enabled for the telemedicine platform.

# Learn More

For more information for patients on Telemedicine, please click on the link below: 

- [Patient Help File - Telemedicine](docId\:n9YSi7BAO9VunLQMKVvdW)