Troubleshooting Steps

Not being able to hear your provider may be due to several reasons. It's either:

  • Their microphone is not working; or
  • Your speakers are not working

Run video visit test on your device to make sure your speakers are setup and working.

Here are a few things to try:

Are your speakers turned on?
Make sure you can hear sound from you speakers. If your computer has headphones or other speakers connected, make sure the sound isn't playing there. To confirm that sound is coming from your computer, play this video.

Are the correct microphone and speakers selected?
Open your device settings before or during a call to check which speakers and microphone are used.

Restart you computer
Sometimes other video conference software (e.g. Skype, Facetime) can block access to your microphone or speakers. Restart your computer, then try again.

Is your browser up to date?
Out of date browsers can cause audio issues, make sure your browser is on the latest version.

Change Browsers
Sometimes there can be an error on your browser. Try using a different browser to see if it works. AdventHealth video visits is compatible on Chrome, Firefox, and Safari.

Check your computer settings
Your computer settings may prevent you from sharing your microphone. Check your microphone computer settings on Windows or Mac.

Check antivirus, firewall or parental settings
You may have antivirus, firewall, or parental control software installed that is blocking access to your microphone.