You can’t hear the patient
- Press Devices in the call and play the test tone. If you can’t hear it, pick different speakers or turn up your volume.
- Check your headset is connected to this computer, not your phone.
- Ask the patient to check their volume and that their mic isn’t muted.
The patient can’t hear you
- Look at the microphone meter in Devices. If it doesn’t move when you speak, choose a different microphone.
- Check your microphone button isn’t red (muted).
- Close other apps that might be using the mic, like Zoom or Teams.
Video is black or frozen
- On your side, check no other app is using the camera and that the camera button isn’t red.
- On the patient’s side, ask them to stay on the page — switching apps can pause video on iPhone. If they see Tap to resume video, they should tap it.
- If nothing helps, both of you can reload the page. You’ll rejoin the same consult.
Before your next session
Run Test devices at the start of a clinic. It catches most of these problems before a patient is waiting.