I'm online but no call comes in Make sure you are logged in with the correct (the most recent) access or programme code. Check this code in your healthcare practitioner's e-mail.
I don't hear or see myself (or my practitioner says they can't hear or see me) Make sure your browser has access to both your camera and microphone. Check the following pages for instructions on how to grant this permission in Google Chrome, Mozilla Firefox, Safari or Microsoft Edge. Before your video consultation, also run the Physitrack Telehealth test to find out in time if there are (potential) system issues.
I don't see or hear my practitioner Generally, this means that your practitioner has a problem with their system. Let them know and ask them to consult this page or contact their (internal) IT department.
The connection is suddenly disconnected Check that your internet connection is still working. You might also want to check out this page. Especially when using PhysiApp in a corporate environment, a firewall can throw a spanner in the works.
I see myself, and the practitioner sees themselves too This is usually related to firewall settings, and chances are that the problem is on the practitioner's side. Ask them to check this page or submit this to their IT department.
PhysiApp for iOS and Android
I don't hear or see myself (or my practitioner says they can't hear or see me) Make sure PhysiApp (or, if you use one of our apps under a different name, that specific app) is allowed to use your camera and microphone. Check the following pages for instructions on how to grant this permission on your Android device or iPhone / iPad. Also, always check that your device's operating system (Android or iOS) and the app (PhysiApp) are fully up-to-date.
I don't see or hear my practitioner Generally, this means that your practitioner has a problem with their system. Let them know and ask them to consult this page or contact their (internal) IT department.
The connection is suddenly disconnected Check that your internet connection is still working. You might also want to check out this page. Especially when using PhysiApp in a corporate environment, a firewall can throw a spanner in the works.
I see myself, and the practitioner sees themselves too This is usually related to firewall settings, and chances are that the problem is on the practitioner's side. Ask them to check this page or submit this to their IT department.
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