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Patients & Visitors

Troubleshooting

There are some common technical issues that may be experienced during a video call.

Here are some tips to help:

Can't hear others?

Check your speakers / headset

	Is your volume turned up enough?
	If your speakers are external, are they plugged in securely and switched on?
	Is the correct speaker or headset selected? Check your settings.
	Are you hearing an echo? If using external speakers, position them further away from your computer and reduce the volume A headset or headphones might get rid of the echo

Others can't hear you?

Check your microphone

	If using an external microphone, is it plugged in securely and switched on?
	Is your microphone muted? Check your device's audio settings
	Is Zoom using the correct microphone?
	Is correct microphone selected? Check correct audio input selected in settings
	Is other software using the microphone? Check if other software is also running, e.g. Skype Quit any other applications. A computer reboot may also be required

Can't see?

Check your web camera

If using an external camera, is it plugged in securely and switched on?

Is correct camera selected? Check correct camera selected in settings

Other software using camera?

Is other software using the camera?

Check if other software is also running, e.g. Skype
Quit any other applications. A computer reboot may also be required

Poor image or sound quality?

Check your internet connection

Are others on the network using lots of bandwidth, i.e. other video calls in progress?

Modem / router working properly?

Is your modem/router (wireless network) working properly?

Move closer to the access point
Ideally you have line of sight and are close to an access point

If you would like to test your internet connection and setup using Zoom click here.

Still having issues?

Contact us at telehealth@waitematadhb.govt.nz