How to troubleshoot your video consultation

Getting started

For the best video call experience, we highly recommend you do the following before a call:

Test your camera and mic
Use an updated browser, preferably Chrome
Check that your browser has access to your camera and microphone
Connect to a stable network, preferably through an ethernet cable, especially if you are using an older device
Use headphones or a headset to prevent background noise and audio feedback

Joining a call

Your appointment confirmation email will contain a link to your appointment waiting area.

You can access your appointment through this link or by following these steps:

Log into your Perci Health account
Click the circle with your initial, on the top right hand corner
Select “My Dashboard” from the dropdown menu. Here, you will be able to see your next scheduled appointment.
Click “All Appointments”, then select “View Consultation” on the appointment you are trying to access.
Click on the video camera icon on the top right corner:

Enabling your camera, microphone and speakers

Please test your camera, microphone and speakers when you enter your appointment using the below menu which automatically appears:

Device compatibility

Windows PC

i5 processor with 3GB of RAM

Windows 7 or later

Apple Mac

i5 processor and 3GB of RAM

MacOS 10.12 (Sierra) or later

Android smartphone or tablet

Apple iPhone or iPad

Browser compatibility

We support the following web browsers:

Chrome 74 and above
Safari 12.1 and above
Firefox 78 ESR and above
Microsoft Edge 74 and above.
Electron 6 and above
iOS Safari (in iOS 12.1 and later)
Android Chrome, Firefox, Samsung Internet, and Chromium-based 3rd-party browsers
3rd-party browsers (such as Chrome) and in-app browsers (such as the Gmail app's built-in browser) using WKWebView, as of iOS 14

Troubleshooting video consultations

The following steps solve most issues with video consultations:

Reload your browser.
Try using an Incognito window, or Private mode.
Quit and reopen your browser. (On a Mac, hold Command (or Cmd) ⌘ + Q for a few seconds to quit Chrome.)
Make sure other apps aren't using your camera/microphone. (For example, another video or conferencing application.)

If those steps don't work:

Try another browser (we suggest Chrome).
Reboot your computer.
These steps also can help:
- Close down background apps that might be using Internet, like Dropbox
- Try another computer or mobile device.
- Try a different network.

Are you using a browser which isn’t supported?

Check our list of compatible browsers.

Are you using an ad blocker, or do you have any browser extensions installed?

These might block access to your camera. Try opening an Incognito window.

Can others not hear you?

Your browser may not be set to the correct mic settings.

Can you not hear others?

Check that your audio is routed to the correct speaker or headphones.

Are you using Windows?

Check for system updates.

Do you need to unblock your camera?

To unblock your camera/mic in Chrome, follow these steps:

Mac:

Type ⌘ + , on a Mac, or navigate to the three dots at the top right of your browser to open up the settings menu
Navigate to Privacy and settings
Navigate to Permissions and click on the camera icon
Make sure the Ask before accessing toggle is toggled to the right
Refresh your browser

Windows:

Review your blocked and allowed sites.
To remove an existing exception or permission: To the right of the site, click Delete .
To allow a site that you have already blocked: Under "Not allowed," select the site's name and change the camera or microphone permission to "Allow."