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No One Can See You

Condition

No one can see you.

Cause

Remedy

Confirm they have a camera on their device.
Right-click the Start menu, and then select Device Manager.
There can be two scenarios: either the camera is built-in (most laptops), or it is a USB device. If it is built in, it will show here:

If it is an external USB device it will be shown here:

If there are none, that means they do not have a camera installed or the driver is not installed, normally the drivers are automatically installed through Windows® updates.

No One Can See You

NextGen Virtual Visits™ Help

Others Cannot Hear You

Condition You speak but the listener cannot hear your voice. Cause You have an issue with your microphone. Remedy For Windows® , verify the microphone is on. In the windows taskbar, right-click the audio icon, and then select Open Sound settings. Audio menu on teh Windows taskbar Confirm that the volume for the speaker has a bar that moves when you speak. If it does not, select Troubleshoot and follow the instructions. Test your microphone setting Confirm you have an input device (microphone). Choose your input device setting Parent topic: Troubleshooting Your Devices and Connections for Windows

NextGen Virtual Visits™ Help

You Cannot Hear the Other Party

Condition You cannot hear the other person in the virtual visit. Cause Volume is too low. Remedy To increase the volume, in the windows taskbar, select the audio icon. Adjust the volume level. Cause In the Google® Chrome or Apple® Safari browser, the tab is muted. Remedy For Apple® Safari, if the muted audio icon Safari muted audio icon appears on the tab, select the icon to unmute it. Safari tab mute options If the muted audio icon appears on the Google® Chrome tab, select the icon to unmute the tab. Chrome tab is muted Parent topic: Troubleshooting Your Devices and Connections for Windows

NextGen Virtual Visits™ Help

Troubleshooting Your Devices and Connections for Windows

How to troubleshoot your devices and connections for windows. You Cannot Hear the Other Party Others Cannot Hear You No One Can See You

NextGen Virtual Visits™ Help

Best Practices for Optimal Service

Category Best Practices General Use a wired/Local Area Network (LAN) connection where possible instead of a wireless network. Use a wireless network instead of a phone carrier signal. The quality of the device (computer, phone, or camera) impacts stability. Newer devices have more computing capability. High-resolution webcams traditionally have more tuning options and enhanced performance. Ensure that you have adequate lighting in the room. Low lighting impacts picture quality and performance. Disable low light compensation (automatic backlight compensation). Check your firewall configuration. For local network or router configuration, set Quality of Service (QoS) priority high for telehealth sites to assure video streaming is optimized. Do not walk and talk between access points (if wireless or mobile) as it may cause disconnections and latency. Laptop See the General category in this table. Different laptop manufacturers offer various tips for improving video quality and reducing lag

NextGen Virtual Visits™ Help

Supported Devices and Browsers

Environment Version Chrome™ browser Firefox® browser Safari® browser Explorer® browser Edge® browser computer monitor icon Desktop or Laptop Most recent browser version To view the steps to upgrade, click here. Supported Supported Supported Not supported Supported Android icon Android™ Version 8 or later To view the steps to upgrade, click here. Supported Supported N/A Not supported Not supported Apple icon iPhone® or iPad® iPhone® 6s or later Latest Version of iOS® To view the steps to upgrade, click here. Supported Not supported Supported Not supported Not supported Parent topic: Prerequisites for Using NextGen Virtual Visits

NextGen Virtual Visits™ Help

Configure Your Camera and Microphone for Windows

Allow your browser to access to camera and microphone. On the Windows® task bar, select Start Start button, and then select Settings Settings button. The Windows Settings window opens. Windows Settings Enter microphone privacy into the search field. The microphone privacy settings appear. Windows privacy settings for microphone Set Let apps use my microphone to On. Under Privacy, select the Camera. The camera privacy settings appear. Windows privacy settings for camera Set Let apps use my camera hardware to On. Close the window. Parent topic: Requirements and Configuration