If you're having trouble with your microphone or camera during your visit and are using your computer, find out which browser  (Safari, Chrome, Internet Explorer, etc.) you are using and then check the corresponding section below for some troubleshooting help. For best results, we recommend using Chrome or Safari.

If you are using your phone, please visit this help page

Safari Web Browser 

To have a video call while using Safari, you need to provide access to your webcam and microphone. Safari requires you answer this each time.

Press 'Allow' when prompted: 

Make sure you are not in "private mode" in recent versions of Safari (Version 11+)

To manually provide access to your webcam and microphone, do the following: 

  1. Open Safari preferences 
  2. Go to Camera and Microphone menus
  3. Find app.heydoctor.com 
  4. Change the settings to "Allow"
  5. Do this once each time for Camera and Microphone
  6. If you accidentally hit "deny" when prompted, reload the page and hit "allow".

If you are still having trouble connecting to the video call, you may need to clear your browser cache and try again. Click here for more details and instructions.

Chrome Web Browser 

To have a call on Chrome devices, you need to provide access to your webcam and microphone. This usually only needs to be done once. 

In Chrome on a desktop, click "Allow" at the prompt:

If you don't see the above prompt, then select the camera icon in the address bar, and select "Always allow..." option:

If you are still having trouble connecting to the video call, you may need to clear your browser cache and try again. Click here for more details and instructions.

Firefox Web Browser 

It is possible to have a consultation using Firefox, however we recommend using Google Chrome or Safari for best results. To have a call on Firefox, you need to provide access to your webcam and microphone

In Firefox on a desktop, click "Allow" when prompted for camera & mic access.

For more instructions take a look at this help page for managing camera and mic access from Firefox. 

Internet Explorer Web Browser 

It is possible to have a consultation using Internet Explorer, however we recommend using Google Chrome or Safari for best results. To have a call on Internet Explorer, you need to provide access to your webcam and microphone

In Internet Explorer on a desktop, click "Allow" when prompted for camera & mic access.

For more instructions take a look at this help page for managing camera and mic access for Internet explorer. 

Turning Off Browser Extensions 

Some browser extensions may cause problems with your ability use video on your device. Here are instructions for how to disable them. 

Safari Web Browser 

  1. Click on the Safari menu on the top left of the screen
  2. Click on "Preferences" 
  3.  Click on "Extensions" 
  4. Now you can toggle each extension on and off. Turn them all off and then re-attempt the video chat. 

Chrome Web Browser

  1. Click three dots (customize and control Google Chrome) in the top right. You can also enter "chrome://extensions" directly into your address bar to access extensions. 
  2. Click "Settings"
  3. Click "Extensions"
  4. You can now toggle each extension on and off. Turn them all off and then re-attempt the video chat. 

Still having trouble?

If you are still having trouble after following the steps above, contact our support team (415) 237-1378 or log into your account and send us a message!

Did this answer your question?