Troubleshooting Steps

Your provider not being able to hear you can be due to several reasons. It's ei

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

Run video visit test on your device to make sure your microphone is 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.

Do you have a microphone?
Your computer may not have a microphone, or it's not plugged in or turned on. Check to make sure you have a working microphone.

Is your microphone muted?
If you have a microphone with a press-to-mute button, make sure it isn't muted. Also, AdventHealth video visits has it's own mute button, make sure you don't have it on.

Did you give permission to access your microphone?
The first time you log into video visits, your browser will request permission to access your microphone. If you denied access, they won't hear you. Find how to allow permissions here:

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.