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

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.

Webcam Troubleshooting

This troubleshooting guide will help you if you encounter issues with your webcam when signing into your virtual appointment. Most often, the issue is caused when Corigan does not have permission to access to your camera or access to your camera is being blocked by another application/program. The following steps will help you troubleshoot your webcam to allow you to use Corigan for your virtual appointment. Scroll down to the type of device you are using for specific troubleshooting.

iPhones and iPads

If using an iPhone or iPad, make sure you are using Safari as your web browser. Check to see if your camera is set to allow by clicking on the Aa symbol to the left of the website address.

On the drop down window that appears click on site settings.

Click camera and make sure it is set to allow. If it is not set to allow change the setting, refresh the page, and check in again for your appointment.

Close all open apps by swiping up from the bottom of the screen and pressing close all. Open safari again and sign back into Corigan. If you do not know how to close all open apps, restart your device to do it automatically.

If after closing all apps it is still not working, restart your device and sign in again. If your browser is not blocking access then restarting your device should allow Corigan to access your camera.

Androids

If using an Android, make sure you are using Google Chrome as your browser. Check to see if your camera is set to allow by clicking on the padlock symbol to the left of the website address.

A drop down window will open that has the websites permissions on it. Make sure to the right of both camera and microphone it says allow. If it doesn’t, change it to allow by clicking on camera and selecting allow. Refresh the page and sign back in for your appointment.

If your camera is still not working or you phone was set to allow, close all open apps. Swipe up from the bottom of the screen, press the home button twice, or press the button in the bottom left of the screen and press close all. Open Google Chrome again and sign back into Corigan. If you do not know how to close all open apps, restart your device to do it automatically.

If it is still not allowing access to your camera, go into site settings and reset the settings for Corigan. To do this click on the padlock symbol to the left of the address bar. At the bottom of the window that appears click on site settings and then click clear and reset.

Refresh your page and go through the check in process again. Resetting the site settings will make your browser ask for permission to allow Corigan to use your webcam. Click allow to let Corigan have access to your camera.

Mac’s and PC’s

Use Google Chrome as your browser if using Corigan on a Mac or PC. Check to see if access to your microphone and camera is allowed by clicking on the padlock to the left of the address bar. You will see microphone and camera in the window that appears. To the right of them make sure it says allow. If it does not, change it to allow, refresh your page and check in for your appointment.

Test your webcam to see if it is functioning. Open the camera app on PC’s by searching in the start window at the bottom of the screen. Open facetime or photobooth on Mac’s by searching in finder. You should be able to see yourself on the screen. If you are unable to see yourself your webcam may not be properly set up. See the webcam setup guide for tips on how to set up your webcam.

If your webcam is functioning but Corigan is unable to access it, try restarting your computer then signing back into Corigan. Other programs may be using the camera and are stopping Corigan from gaining access. Restarting your computer will close everything and allow Corigan access.

If your camera still will not work reset the site settings on Google Chrome. Click on the padlock to the left of the address bar and then click site settings at the bottom of the window that appears. You will be taken to a settings page. Click reset permissions.

Go back to the Corigan tab in your browser, refresh the page and go through the check in process again. It will ask you to allow your microphone and camera. Make sure to click allow.

How to set up a webcam

Many devices now come with webcams already installed. On some devices, such as desktop computers, they will require an external webcam since they don’t come with built in webcams. To set up a webcam first plug the webcam into a USB port on your computer. You should be able to find a USB port on either the front panel of your computer tower, or on the back panel.

Once the webcam is plugged in, a notification should automatically appear that says, “setting up device.” After the set up completes the webcam should be working and you will be able to sign in to your Corigan appointment.

In some cases, there will already be a camera installed and the computer will have this camera set as the default. This can also happen if the device has an internal webcam that is broken. You will need to change the default camera to the external webcam.

PC setup

On PC’s this can be done by opening device manager. In the search bar at the bottom left of the screen, or in the start menu, type device manager and click on the symbol for device manager. A window will open with a list of all the devices connected to your computer. Look down the list until you find cameras. Right click on the camera you do not want to use, and press disable. Your computer will then have the external webcam set as the default camera.

Mac setup

On Mac’s the default camera has to be changed within the specific program, in this case Google Chrome. Open Google Chrome and click “Chrome” in the top left corner of the screen. A drop down menu will open, select “Preferences” to open the settings for google Chrome.

On the left side of the page click “Privacy and Security” and then click site settings. Scroll down and click on “Camera.” At the top of the camera page there will be a drop down menu. Clicking on the drop down menu will open a list of every camera that is installed. Pick the camera you would like to use from the list. The external camera should now work with Corigan.

Troubleshooting

You should now be able to sign into Corigan for your virtual appointment. If you are still having issues see our webcam troubleshooting guide for tips on how to troubleshoot issues with your webcam.

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.

How to set up speakers for PC’s

Speakers will allow you to hear your healthcare provider while in a Corigan virtual appointment. Setting up speakers is a very simple process that can be done in only a few minutes. Read the following steps to learn how to set up speakers for your PC desktop or laptop computer.

On the rear of most desktop computers there are coloured or labeled headphone jacks where your speakers plug into. Often, the jack for speakers will be green or will be labeled line out. If it is a set of two speakers plug the speaker without the power button and volume knob into the speaker with the power button and volume knob. Then plug the speaker with the volume knob into the back of your computer in the green headphone jack. Plug the speakers into the headphone jack if you are using a laptop.

Taken from https://www.dell.com/support/article/en-ca/sln151723/no-sound-from-external-speakers-on-a-dell-desktop-computer?lang=en

Next, plug the speakers into a power outlet and turn them on. Try playing a sound file or a YouTube video to test if they are working. If you cannot hear anything turn the volume up on the speakers.

Right click the speaker symbol in the taskbar in the bottom right of the screen if you are still unable to hear anything. In the menu that appears click open sound settings.

Right click on the symbol in the red circle above. Then select “Open Sound Settings” from the menu that appears

A window will appear that says sound and shows the output device. Make sure the speakers you are using are selected by clicking the bar with the output device and picking the name of your speakers.

Click the bar in the red rectangle to change your output device

Adjust the windows volume by clicking the speaker button in the taskbar in the bottom right of the screen. Slide the bar up or to the right to increase the volume.

Slide the bar to the right to increase the volume