With a few quick adjustments, you can overcome video problems so your patients always see you and your session stays on track.
Available on all plans ⭐ Supported on all devices
Here are the best ways to resolve common video issues:
1. Refresh your browser
Sometimes browsers don't connect to webcams properly. Restart your browser to give it another try.
2. Grant access to your webcam and microphone
The first time you log into doxy.me, your browser will request permission to access your webcam and microphone. If you denied access, your participants won't see your video.
3. Close all other programs using your webcam
Sometimes other video programs (like Facetime or Zoom) can block access to the camera. Close these programs or restart your device.
4. Select the correct webcam
If your computer has multiple webcams, the wrong one may be selected. Make sure you are using the correct webcam.
5. Double-check your webcam is plugged in
If you are using a computer that doesn't have a webcam, or it's not plugged in/turned on, participants won't see your video.
6. Uncover your webcam
Some webcams have a privacy shield. If yours has one, make sure it isn't covering your camera.
7. Check antivirus, firewall or parental settings
If you have antivirus, firewall, or parental control software installed, make sure that doxy.me is allowed to access and share your camera.
8. Update your browser
Your browser needs to be using the latest version.
9. Change browsers
If your current browser isn't working, try using a different browser. We recommend Chrome.
10. Update your device
If you are using a Mac with the newest operating system, you'll need to give Chrome/Firefox access to the camera.
Audio-only mode
Sometimes internet connections aren’t strong enough or a device may not have the capacity to fully support video during a session. When this happens, doxy.me will automatically switch the call to audio-only mode.
In audio-only mode, some or all video feeds may be temporarily turned off. This ensures the session can continue smoothly, even when video isn’t possible. All participants receive a notification when the switch occurs, so everyone understands what’s happening.
As soon as the internet connection improves or device performance stabilizes, video feeds can return automatically, allowing the session to continue with both video and audio.
Questions? Please contact our Support team