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Having trouble?

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.

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