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What do I need for Online Consultation video conferencing?

After you set-up an account, you will be able to use a simple test and check if your system is ready for a video consultation. To do this test, click on 'Check Your System' on your Dashboard.

To use video conferencing you need:

  • Computers and laptops running on any one of the following browsers: Google Chrome or Firefox or Internet Explorer 10/11 or Opera. For Internet Explorer, you will be prompted to follow a set of instructions to download and install a plugin to allow the video session to function.
  • Mobile devices and tablets with following browsers: Google Chrome for Android and Firefox for Android. We currently don't support iOS phones and tablets.
  • We recommend Google Chrome as it provides the most stable platform for the video sessions.
  • You can download the browsers from following URL’s:
  • You need a webcam with at least 1.3 megapixels and a microphone (most webcams already have microphone built in)
  • You need a good speed internet connection (same as that for Skype or FaceTime)

How do I join an Online Consultation Video call?

  • At the scheduled time of the video consultation, please log into your account with your username and password.
  • Go to the Message Centre > Online Consultations > Upcoming Consultations if you are a Patient.
  • Click on the Connect button to start the call. The button will appear only at the time of the call.
  • For Google Chrome browser: Click on the ‘Allow’ button on top most of Google Chrome to connect your camera and microphone for video call.
  • For Mozilla Firefox: Click on the ‘Share your device’ button on top left side of Mozilla Firefox to connect your camera and microphone.
  • For Internet Explorer: Click on the ‘Yes, allow access’ button on the pop up that opens on the screen to connect your camera and microphone. Please select your camera and microphone from the drop down menu provided, if not already selected.
  • Please check your volume settings is not on mute.
  • Please allow the doctor/patient a few minutes to join the call.
  • Make sure you have good internet connectivity to avoid call drops.

I cannot get the Allow button on Google Chrome, Share selected device button on Mozilla Firefox?

To get ‘Allow’ and ‘Share selected device’ options on Chrome and Firefox browsers, you are required to follow below steps:
For Google Chrome:
On top right side of browser’s address bar there is a camera icon, where you can find the red cross symbol > Click on that camera icon > Click on the ‘Manage media settings’ > a ‘Content setting’ window will be displayed, now scroll down the window > You find the ‘Media’ option where you have to select the attached microphone and camera (If ‘Do not allow sites to access your camera and microphone’ option is selected’ then click on the ‘Ask when a site requires access to your camera and microphone (recommended)’ option to enable it) > Press the ‘Done’ button > Restart your browser and click on the ‘Connect’ button again.
For Mozilla Firefox:
If you cannot get the ‘Shared selected device’ option on Firefox then follow the below steps: Go to Windows > Search ‘Flash Player’ > Open ‘Flash Player Settings Manager’ > Click on the ‘Camera and Mic’ tab > Click on the ‘Camera and Microphone Settings by Site’ > Click ‘Add’ button and add > Select the ‘Allow’ option in drop down and press the ‘Add’ button > Reload the video chat page and click on the ‘Connect’ button.

What can I do if my speakers are not working?

If you are unable to hear audio, please follow the steps below:

  • Try refreshing the page. In many cases, sound issues are only temporary.
  • Make sure the issue is not with the speakers themselves. Make sure they are on, plugged in, that the volume is turned up, and that audio works on other applications and websites.
  • Try a different browser (such as Chrome, or Firefox) to see if there is a local issue on your browser.
  • Make sure that the other entities microphone is working. They can test their microphone by going to a site which requires audio (for e.g. Skype or
  • When allowing permissions on the browser, make sure that the right microphone has been selected.
  • You can also try restarting your computer and browser to see if that helps.
  • Check to make sure you have the latest version of your browser.
  • Clear your browser's cache and cookies, and then restart it.

What is the minimum bandwidth required for a video connection?

We recommend a minimum dedicated 350kb/s down per downloaded stream, as well as 350kb/s up per uploaded stream to maintain a stable video connection. To test your bandwidth, you can use the following tool that can generally give you a pretty good idea of how good you connection is.

I am unable to share my screen. What can I do?

  • The screen sharing application is currently supported only on Google Chrome and Firefox latest versions.
  • Make sure the site has opened as
  • For screen sharing, you need to install the plug-ins as per the instructions provided.
  • Do not forget to refresh the browser after the plug-in is installed.

I am unable to start the video session. Is there a checklist that I can follow to troubleshoot?

If you are having trouble starting your session, please follow this checklist

  • Make sure you're using one of our supported web browsers:
    • Google Chrome (latest release version).
    • Google Chrome for Android (latest release version).
    • Firefox (latest release version).
    • Firefox for Android (latest release version).
    • Internet Explorer 10 and 11 with the OpenTok Plugin for Internet Explorer
    • Opera (latest release version).
  • For Google Chrome browser: Click on the ‘Allow’ button on top left corner of Google Chrome to connect your camera and microphone for video call.
  • For Mozilla Firefox: Click on the ‘Share your device’ button on top left side of Mozilla Firefox to connect your camera and microphone.
  • If you have an issue with your camera or speakers, check if the camera or speakers work on a different browser. For instance, if you are using Firefox check if it works with Chrome instead.
  • Make sure that the right camera and speaker is selected.
  • Make sure that the speaker volume is turned up.
  • Does the camera work in a google’s webrtc demo: ?
  • Restart your computer/laptop. Sometimes restarting the device can fix a problem.