Before you start your virtual visit, you must grant permission to your device's microphone/audio and camera/video.
The TELUS Collaborative Health Record (CHR) will prompt you to allow permission for both camera and microphone. Click Allow in this pop-up window.
However, sometimes your device may restrict access. The following explains how to troubleshoot permission issues.
Refresh and, if needed, restart the browser. This should be the first thing you try when troubleshooting. If you clicked Block, this will allow you to select Allow.
Laptop, computer, or Android devices: always use the latest version of Google Chrome.
iPhone and/or iPad (iOS device): always use Safari.
📌 Note: If available, use a computer.
Close all other applications that may use your camera (e.g. Skype, Facetime, Google Hangouts, Zoom).
Ensure that you close and exit the web browser for any old virtual visits. You must only have one instance of the virtual visit open at a time.
Sometimes your Chrome browser settings block the camera/microphone; make sure your permissions are set to allow access. If allow does not work, set the camera/microphone permission to Ask instead. If set to Ask, you will get a pop-up when the virtual visit wants to connect to your camera/microphone. Click Allow in the pop-up.
From your Google Chrome browser, click the three dots in the top-right corner.
Click Settings. A new window opens.
Click Privacy and security from the Settings list on the left.
Click Site settings.
Under Recent Activity, click your clinic's domain. For example, MyClinic.inputhealth.com.
Click the dropdown beside Camera or Microphone and select Allow, or, if Allow does not work, select Ask.
It is also helpful to select Allow next to Pop-ups and redirects.
Navigate back to your virtual visit, and refresh the browser.
If all of the above does not work, try a different device. The issue may be specific to your device, especially if it is an older mobile device or computer.
💡 Tip: Click Proceed without video chat to only use the chat functionality. This is helpful if you need to tell your provider that you cannot use audio/video.
For more information, see
July 7, 2022