If you're experiencing audio or video difficulties, find your browser and device, and try the suggested steps.

Browser Settings

Chrome
Chrome (on Android devices)
Chrome (on iOS devices)
Safari (Desktop)
Safari (Mobile)
Edge (on Android devices)

System Settings

MacOS
Windows

Check your browser’s settings

Chrome

To get to your camera and microphone settings easily in Google Chrome, copy and paste these links into the URL bar:

Camera: chrome://settings/content/camera
Microphone: chrome://settings/content/microphone

Once you're on each settings page:

Make sure you have Sites can ask to use your camera/microphone selected.
- This lets Upheal ask permission to use your computer's camera and microphone.
Check the Not allowed to use your camera/microphone lists. Make sure app.uphlea.io isn't on that list.
Check the Allowed to use your camera/microphone list. If you don't see app.upheal.io there:
1. Start a telehealth session in Upheal (you don't need any clients to join), and you'll be asked for access to your camera and microphone.
2. Now, grant Upheal access. If you choose Allow while visiting the site, you won't have to repeat this.

Chrome (on Android devices)

Enabling audio and video permission

Open Chrome on your Android device.
Go to the website that requires audio or video permission.
Click on the site information icon (i.e., the lock icon) on the right side of the address bar.
Select Site settings.
Under the Permissions section, find the Microphone or Camera section, depending on what you need to allow.
Toggle the switch to turn on the permission for the microphone or camera.

Chrome (on iOS devices)

On your iPhone or iPad, open the Chrome app
Go to app.upheal.io
When prompted, tap Allow or Block.

If you’ve turned off the microphone or camera access, you can turn on your microphone or camera permissions in your device settings, by scrolling to chrome and activating the microphone and camera.

Safari (desktop)

Click on Safari in the top menu bar
Select Settings
Go to Websites, and choose app.upheal.io
You will get a popup window. Make sure that for both, Camera and Microphone is the selected option Allow
Return back to Upheal and click on the button Try again.

Safari (mobile)

Tap the AA icon in the address bar
Select Website settings
You will get a popup window. Make sure that for both, Camera and Microphone is the selected option Allow
Return back to Upheal and click on the button Try again.

Edge (on Android devices)

Open Microsoft Edge on your mobile device.
Click on the three dots in the upper right-hand corner of the screen.
Select Settings from the drop-down menu.
Scroll down and select Site permissions.
Under Media permissions, you can toggle the switch to Block or Allow audio and video permissions for all sites or individual sites.
If you want to allow audio and video permissions on app.upheal.io, select app.upheal.io from the list and toggle the switch to Allow.

Check Your System’s settings

MacOS

Camera and microphone privacy can be managed in System Preferences' Security & Privacy section. Check if your browser has been accidentally blocked from accessing these devices, and allow access if necessary:

Open System Preferences
Go to Security & Privacy
Select the Privacy tab
Check the microphone and camera options.
Restart your browser to apply updates.

Windows

To adjust microphone or camera settings on Windows 10:

Open Settings from the Start menu
Use the search bar: a. For the default microphone, go to Sound settings. Select the desired microphone from the Input dropdown. b. For camera permissions, go to Privacy settings. Ensure your browser has permission to access the camera.

Make sure no other application or browser tab uses a camera (Windows only)

One issue with Windows is that Upheal may not be able to access the camera if it's already in use by another app or in a second browser tab. To resolve this, close any app that may be using the camera (e.g. Skype, Zoom) and ensure that there is no red recording icon on any browser tab indicating camera usage.