Basic Troubleshooting for Video Conferencing

For a quick problem-solution reference, click on your listed device (below) for video conferencing issues.

Quick solutions:

Refresh/reload page

Ensure you are using the right browser

For iPhone and iPad use Safari, for all other devices use Chrome

Are you using an iPad? Sound and video issues may be resolved simply by positioning your iPad in the landscape position, instead of portrait, and then refreshing your page .

Are you a an HP user? Some HP Computers have a Webcam Shutter Key to switch on and off Webcam Permissions. This is useful when having the issue No Video for the User only.

The above images are from the HP website for troubleshooting webcam issues https://support.hp.com/ca-en/document/c03430151

If you have a C-Slide, you will need to open the C-slide for your video conference.

Above is an image from https://www.amazon.ca/C-Slide-3228420-Webcam-Cover/dp/B00AZ639VG

Creating your Corigan Account

Quick Guide to Register

  1. Click the link – https://app.getcorigan.ca/signup/
  2. Pick your office and fill out your information
  3. Click Register (read and accept terms and conditions)
  4. Save your email and password or write it down for the next time you sign in

After you’ve registered, you can check in to your appointment

  1. Sign in/Login with your email and password – https://app.getcorigan.ca/login
  2. Click your office and click “Check in”
  3. Enable Permissions, Click “Allow”
  4. Do you see yourself? Click “Yes”
  5. We can hear you loud and clear. Click “Enter”
  6. Stay on this page until your Health Care Provider joins your call.

In-depth Guide to Register

To get started on Corigan, you will first need to register. Use Google Chrome as your browser if your device is a computer or Android; if you are using an iPhone/iPad, you will need to use Safari.

To download Google Chrome, click the following link https://www.google.ca/intl/en_ca/chrome/

You will then go on to www.getcorigan.ca and press the “Sign Up For Free” button and then click Register. This will bring you to a page (pictured below) where you can then choose your doctor’s office and input your information to create an account. We recommend saving or writing down your email and password for the next time you Sign In.

Once your account is made and you have accepted the terms and conditions, you will need to wait until an administrator accepts your office request. We ask that you register 12-24 hours prior to your appointment or as soon as possible to give the office time to accept you. Once you have been accepted, you will need to refresh/reload your page and sign in. You will then click your doctor’s office to the right of your screen to enter.

Next, you will press “Check-In”. Here, you will be able to enable your audio and video permissions.

You will be asked if you can see yourself, click Yes or No. You will also be asked to speak into your device to see if the microphone is working, say something then click Enter.

After this is complete, please stay on the screen and your healthcare provider will join your call shortly. If you experience any difficulties please refer to our troubleshooting guide (below) or call the Corigan support team at 519-339-1590.

Setting up your Device for a Video Call

Set up your Device

First, make sure you have a device that has the ability to send and receive video and sound. Second, make sure that device is able to connect to the internet.

If you are using a computer, most come with a built in webcam, microphone and speakers, but some computers do not. If that is the case, you will need to purchase a webcam, speakers, and/or microphone that is compatible with your device.

If you are using a smart phone or tablet, most come with a built in webcam, microphone and speakers.

Older devices may not be supported.

Check that you have Internet

After you’ve selected your device, please connect to the internet. Ensure you have a good connection to improve your video and sound quality. To connect to the internet, you can use one of the following:

  • A Direct Ethernet Connection
  • Wi-Fi Connection
  • Data/Hotspot

The quality of your connection will vary. Ethernet is most stable, and if you are using Wi-Fi move closer to your internet router to have the best connectivity.

Step 1
Pick a device

Computers work best, however, you can use a smart phone or a tablet.

Step 2
Connect to the internet

Ethernet or Wi-Fi connection will give you the clearest picture depending on the strength of your connection and speed of your internet.

Step 3
Create an account

Open a browser and click the link or type in the address bar getcorigan.ca to Sign-up for free. You will need to click “Register” and then fill out a form to create your account.

Step 4
Use the supported browser

Depending on your device, you will either need to use Google Chrome or Safari. For iPhones and iPads Safari is supported, for all other devices use Google Chrome.

We are here to help

Our friendly support team are available for you, so don’t hesitate to contact us.

Privacy is our #1 Concern.

Privacy Policy is a legal agreement that informs Users on the purpose of gathering personal information, why it is used, and how it is protected. Below is a link to Corigan’s terms and conditions and privacy policy.

https://getcorigan.ca/termsandconditions.pdf 

https://getcorigan.ca/privacypolicy.pdf

We collect personal information for the purpose of registering You for Services, providing information and Services to You, and allowing Registered Patients and Registered Users to communicate with each other via CORIGAN.

You can always choose not to disclose Your personal information, but this may make it impossible for Us to provide You with the Services or any part of them. If You provide Us with personal information relating to a third party We will assume that You have obtained all necessary consents from the third party to provide their personal information to Us for the purposes described in this Privacy Policy.

We take reasonable steps to protect personal information that We collect to prevent loss, misuse, unauthorized access, disclosure, alteration and destruction. We have in place reasonable physical, electronic and operating procedures to safeguard and secure the personal information We collect.

I hear clicking/typing or distorted noise

If you are experiencing this sound issue, please try the following troubleshooting tips to resolve your issue.

1 – Close out of all running applications by swiping/closing out of them, then sign in to see if the issue is resolved.

  • If you don’t know how to swipe/close out of applications, restarting your device will do this automatically.

2 – Refresh your browser then sign in to see if the issue is resolved

  • Click the circular arrow at the top of the page in the address bar
  • If you are on a Windows computer hold Control, and press “R”
  • If you are on an Apple computer hold Command, and press “R”

3 – Plug in headphones in case the speakers aren’t functioning properly

4 – Turn down the volume on your device to see if the microphone is picking up an echo. Your provider’s speakers may be too loud as well

5 – Plug in your device

  • If devices are on Low Power Mode, they do not function as efficiently

6 – Update your browser

Sound issues happen when there is interference with your device and Corigan; this could mean there is another application using the microphone or speakers. For instance, in any video and sound application, if Siri activates, or you receive a call, you will likely hear a clicking noise that sounds like a person is typing.

Audio distortions can be caused by your devices microphone picking up the sound from your speakers. If you have headphones try plugging them in, or turn the volume down on your speakers.

If you are still hearing clicking or distorted sound after the above suggestions, try to use another device with a camera and microphone. The issue may be specific to the device you are using and by switching it should resolve the problem.

How to Download Google Chrome on a PC

Corigan works best using Google Chrome on most devices, including Androids, PC’s and Mac’s. If you do not have Google Chrome installed watch the following video to see how to download and install Google Chrome on your device. Or read the written instructions below. Note: If your device is an iPad or an iPhone, please use the Safari browser instead.

Open the default browser that is already installed on your device. If using a PC this will be Microsoft Edge, and on a Mac it will be Safari. In the search bar type, download google chrome and press enter. Or click on the following link https://www.google.com/intl/en_ca/chrome/.

Once on the Google Chrome website click the blue button that says “Download Chrome.” A file will be downloaded called ChromeSetup.exe. Look in the bottom left of your browser or in your download folder on your computer.

Click the file to begin installing. A window will appear that asks you to allow this app to make changes to your computer, select allow. The installation process will happen automatically. After a few minutes a Google Chrome window will open automatically and you can the sign into Corigan to communicate with your health care providers.

Flashing Blue Dot Video

If you are seeing a flashing blue dot while enabling permissions, please watch the following video for tips on how to get your webcam working, or read the steps below.

If you see a flashing blue dot while attempting to sign into your appointment, it is usually because your devices camera is already in use. Any other app or program that is using your camera needs to be closed before attempting to sign into Corigan again.

First try refreshing your page. If you disconnect and sign back in your Camera will have been in use by Corigan previously and when it tries to reconnect it will not work. Refresh the page to reestablish a connection.

If after refreshing the page it is still not working close all the open applications or programs on your device. Something running in the background may be using your camera and is blocking Corigan from accessing it. Sign back in to Corigan for your virtual appointment.

If after following all of the steps above it is still not working restart your device. Open a browser window and sign back into Corigan once it finishes restarting. If your camera is still not working you may have to use a different device or see webcam setup guide for other tips to make it work.