Possible difficulties
How do I reactivate my camera/microphone after I have blocked the access?
To perform the video call, you need an activated camera and an activated microphone. If you have deactivated your camera on the way to the video consultation, you will find step-by-step instructions in the most common browsers on how to reactivate ...
Why can’t I hear or see myself?
This can have various reasons: If you are using an external camera please check that it is properly connected and installed Check that the volume control on your computer is set correctly (you may need to turn on the sound for your microphone or ...
Why is the other participant shown as offline, even though he is online?
In order to solve this problem, it can help to empty the cache of your browser. Empty your cache in Google Chrome:· Click on the three horizontal dots on the right next to the URL. Chose “More tools” in the menu. Click on “Delete browsing ...
Why do I not see and/or hear the other person?
The video consultation starts and you cannot hear or see anything. In this case it is helpful to empty the browser cache and reload the page. Afterwards you must log in again. NOTE: These steps are required by all the participants. Empty your cache ...
Why does the video consultation not work in my browser?
The video consultation is optimized for the browser Google Chrome, Safari and Edge. Other browsers, like Internet Explorer, do not fulfill the necessary safety standards and can therefore not be used for video consultations. You can download the most ...
How do I update my browser?
If you do not have the latest browser version installed or have turned off the automatic updates, you can find instructions for Google Chrome, Mozilla Firefox and Safari here. Only with a current browser version we can guarantee a smooth video ...