Step 1: Check the onscreen button to see if your camera and microphone are turned on
If you are muted and your camera is off, the camera and microphone button will be red. Click the icons to turn your camera and video on.
Step 2: Update your browser
Check if your browser is up to date. The two most recent versions of the browsers are supported. Video consultations work best when using Chrome, Firefox Opera and Microsoft Edge. Safari users have reported occasional audio and video issues.
Step 3: Check if you’ve accidentally blocked permissions
When you first join your video consultation, we ask permission to access your camera and microphone. If you chose “Block” instead of “Allow” this will stop your audio and video from working. In this case, refresh the page and follow the instructions which appear on screen, choosing “Allow” when prompted. Alternatively, you may be able to click the camera icon in the URL bar of your browser. Depending on your browser, the camera icon may be on the left or right of the bar. Choose “Allow” and then try again. You may need to refresh the page.
Step 4: Check the microphone and camera settings on your computer
Go to your computer settings page and check that your browser is allowed access to your camera and microphone. Check the tick boxes next to your browser and refresh the video consultation page. For more details on how to do this:
If you cannot get your camera and microphone to work, your clinician will phone you on the number in your medical record.
Poor WiFi connections often cause quality and connectivity problems with video consultations. Follow the steps below to try and improve your connection.
Please do not try and have your video consultation on the move. The quality of the video will probably be poor, or the call will break up completely. Walking to work, on the bus or in a car are all bad places to have a video consultation.
Step 1: Move closer to your router, and ask other people to stop using the WIFI temporarily
Your internet connection can be influenced by other people using the bandwidth (e.g streaming shows or making other video calls).
Try moving closer to the Wi-Fi router or asking other users to temporarily stop using the bandwidth.
Step 2: Check your internet speed
You can check your internet speed online using.
One on one consultations require at least 2.0 Mbps upload, 2.5 Mbps download speeds, and a Ping score of less than 100 ms
Four or more participants in a consultation require at least 3.2 Mbps upload, 3.2 Mbps download speeds, and a Ping score of less than 100 ms
Step 3: VPNs and Firewalls
If your internet bandwidth is good, it could be an issue with a VPN or a firewall. If you are using a VPN, please disable it. For video consultations to work with firewalls, port 443 will need to open to all TCP and UDP traffic.
If you have a technical query about DrDoctor, please contact support@drdoctor.co.uk
Video consultation links are active from one hour before the appointment time. Patients are encouraged to check the link and their video/sound equipment is working prior to their appointment.
Video consultations are compatible with most devices, however they may not work with some older devices. The minimum requirements are:
Our staff at Ӱ District Hospital have long been well regarded for the quality of care and treatment they provide for our patients and for their innovation, commitment and professionalism. This has been recognised in a wide range of achievements and it is reflected in our award of Ӱ Foundation Trust status. This is afforded to hospitals that provide the highest standards of care.