Can't hear others?
Speakers/headset:
Volume at audible level?
- (If external) Ensure it is plugged in securely
- (If powered) Ensure it is switched on
Being used by the computer?
Check computer's audio settings.
Hearing an echo?
Check computer's audio settings.
Others can't hear you?
Microphone:
- (If external) Plugged in securely? Being used by the computer?
- Check computer's audio settings.
- Chrome using the correct microphone? Click camera icon in Call Screen's address bar; check access and selected microphone.
Can your web browser access the microphone?
- Allow access to microphone in privacy settings.
- Allow access for microphone in browser settings.
Muted?
- Either Call Screen, or device's audio.
Other software using the microphone?
- (Example: Skype also running)
- May require computer reboot
Can't see?
Web camera:
(If external) Plugged in securely? Chrome using the correct camera?
- Click camera icon in Call Screen's address bar; check access and selected camera.
Can your web browser access the camera?
- Allow access to camera in privacy settings.
- Allow access for camera in browser settings.
Other software using the camera?
(Example: Skype also running)
May require computer reboot.
Firewall settings allow video stream?
- Ask whomever looks after your firewall for help
Poor video/audio quality?
Connection to Internet okay?
Others on the network using lots of bandwidth?
- For example: Watching Netflix or YouTube
Modem/router working properly?
- (Wireless network) Get closer to access point
Many call issues can be fixed by clicking refresh
Meet minimum specs?
- Windows PC with i5 processor and 3GB of RAM (Windows 7 or later)
- Apple Mac with i5 processor and 3GB of RAM (MacOS 10.12 Sierra or later)
- Android-based smartphone or tablet - Android 5.1 or later
- iPhone - iOS 11.4+
- iPad - iOS 11.4+, iPadOS 13+
Still having trouble? Please contact the Virtual Receptionist via the Contact Centre on 0300 303 9642 for further assistance.