If your camera or microphone isn't working during an Upheal telehealth session, it could be because your web browser or computer doesn't have permission to use them. To check your permission settings, find your web browser in the list below, and try the suggested steps. If that doesn't fix the issue, check your computer settings.
Check your web browser settings
Check your computer settings
Check your web browser’s settings
Chrome (on a computer)
To get to your camera and microphone settings in Google Chrome, copy and paste these links into the address 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.
Check the Not allowed to use your camera/microphone lists. Make sure app.upheal.io isn't on that list.
Check the Allowed to use your camera/microphone list.
If you don't see app.upheal.io under Allowed to use your camera/microphone:
Start a telehealth session in Upheal (you don't need any clients to join), and click Prepare Access.
Choose to allow Upheal to use your camera or microphone. If you choose Allow while visiting the site, you won't have to repeat this.
Chrome App (on Android mobile devices)
Chrome will automatically ask for permission to access your camera and microphone when you start an Upheal telehealth session. To grant permission while using Chrome on an Android phone or tablet:
Open the Chrome app on your Android device.
Go to app.upheal.io.
Start an Upheal telehealth session (you don't need any clients to join).
Click Prepare access.
Click Allow while visiting the site.
Click Allow when asked if Chrome can take pictures and record video.
Click Allow when asked if Chrome can record audio.
If Chrome does not ask for permission automatically, you can check your camera and microphone permissions. To check your camera and microphone permissions while using Chrome on an Android phone or tablet:
Open the Chrome app on your Android device.
Go to app.upheal.io.
Start an Upheal telehealth session (you don't need any clients to join).
Click the three dot menu at the right of the address bar.
Click Settings.
Click Site settings.
Click Camera.
Select Site can ask for your camera.
Click the back arrow in the top left.
Click Microphone.
Select Sites can ask for your microphone.
Chrome (on iOS mobile devices)
To check your camera and microphone permissions while using Chrome on an iPhone or iPad:
Open Chrome on your iPhone or iPad.
Start a telehealth session (you don't need any clients to join).
Click Prepare access.
Click Allow when app.upheal.io asks to use your camera and microphone.
If this doesn't fix the issue, or if you see a message that says Can't find your camera or Microphone, check the settings on your iPhone or iPad:
From the home screen of your iPhone or iPad, click the gear icon to open Settings.
Scroll down and click on Apps.
Select Chrome from the list.
Switch the button to on to allow Chrome to access the microphone and camera.
Safari (on a computer)
To check your camera and microphone permissions while using Safari on an Apple computer:
Open Safari, and go to app.upheal.io.
Start a telehealth session (you don't need any clients to join).
Click Prepare access.
Click Allow.
To skip this step in future sessions, click the red camera icon in the address bar, then select Always Allow on "app.upheal.io".
If you see this error message:
At the very top left of your screen next to the Apple logo, click Safari.
In the dropdown menu, select Settings.
Select Websites from the row of icons at the top of the window.
Select Camera or Microphone in the menu on the left hand side.
If app.upheal.io is listed, make sure the dropdown menu on the right is set to Allow.
If app.upheal.io is not listed, find When visiting other websites in the bottom right of the window, and select Ask from the dropdown menu.
Return to Upheal and click Try Again.
Safari (on iOS mobile devices)
To check your camera and microphone permissions while using Safari on an iPhone or iPad:
Open Safari and go to app.upheal.io.
Start a telehealth session (you don't need any clients to join).
Click Prepare access.
Click Allow when Upheal asks for access to the microphone and camera.
If you see an error message saying that your camera or microphone can't be accessed and prompting you to try again:
Click the icon highlighted below in the address bar.
Click the three dots in the lower right corner.
Scroll down to Website settings for app.upheal.io.
Select Allow in the drop down menus next to Camera and Microphone
Edge (on Android mobile 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 computer's settings
If you've followed the steps to make sure your web browser allows Upheal to use your camera and microphone and the problem persists, the issue might be with your computer's settings. Follow these steps to allow your computer to use your microphone and camera.
MacOS
To check your camera and microphone permissions on an Apple computer:
Click the gear icon to open System Settings.
Scroll down the list on the left and select Privacy & Security.
Scroll down and click Camera to see the list of applications with access to your camera. Make sure the toggle for your web browser is switched on.
Go back to the Privacy & Security tab, scroll down, and click Microphone to see the list of applications with access to your microphone. Make sure the toggle for your web browser is switched on.
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 is using the camera (Windows only)
Upheal may not be able to access the camera if it's already in use. To resolve this, close any app that may be using the camera (such as Skype or Zoom), and close any browser tabs that show a red recording icon.
If Upheal Telehealth still does not appear to have permission to use your camera or microphone, contact support through the Upheal App.