How do I troubleshoot my video call?

How do I troubleshoot a telehealth video call?

To troubleshoot a telehealth video call that is not working, start by checking your internet connection, then confirm your camera and microphone permissions are enabled, close other applications using your camera or audio, and restart the Abby Health app. If the issue persists, switch to Google Chrome or Safari, or try a different device. Contact Abby Health support if you cannot resolve it before your appointment.

Step 1: Check your internet connection

A poor or unstable internet connection is the most common cause of telehealth video call problems. Before your appointment:

• Connect to Wi-Fi if possible. If you are on mobile data, move to an area with stronger signal.
• Check that other devices in your home are not using significant bandwidth — pause downloads or streaming if you can.
• Restart your router if your connection feels slow. This takes 30–60 seconds and often improves stability.

You need a minimum of approximately 1–2 Mbps upload and download for a reliable video call. If your connection cannot sustain this, a phone consultation may be a better option for your appointment today. See how phone consultations work and when they are appropriate.

Step 2: Check camera and microphone permissions

If your video call connects but your clinician cannot see or hear you — or you cannot hear them — a permissions issue is the likely cause:

• iPhone/iPad: Go to Settings > Privacy & Security > Camera (or Microphone) and confirm Safari or the Abby Health app is toggled on.
• Android: Go to Settings > Apps > [Browser] > Permissions and set Camera and Microphone to Allow.
• Desktop browser: Look for the camera/microphone icon in the address bar. Click it and set both to Allow for the Abby Health site.

For more detail on camera and microphone issues specifically, see what to do if your camera or microphone is not working. For audio-only issues, see telehealth video call audio not working.

Step 3: Close conflicting applications

Other apps running in the background can interfere with a video call — particularly apps that use your camera or microphone, such as video conferencing tools, voice recorders, or FaceTime. Close all such applications before joining your Abby Health consultation.

On desktop, also check that your operating system camera light is off — if it is on, another application is actively using the camera and you will need to find and close it before your clinician can see you.

Step 4: Restart the app and rejoin

If problems begin during the call itself — freezing video, choppy audio, or a dropped connection:

1. Close the Abby Health app or browser tab fully.
2. Wait 10–15 seconds.
3. Reopen the app or browser.
4. Navigate to Appointments and tap Join Video Call again.

Your clinician will typically wait in the session for a short period. Rejoining quickly means the consultation can continue with minimal disruption. If your call dropped mid-consultation and you are unsure what happened next, see what to do if you have a problem during your appointment.

Step 5: Switch browser or device

If steps 1–4 have not resolved the issue, the problem may be browser or device-specific. Try the following:

• Switch to Google Chrome if you are on any other browser (except Safari on Apple devices, which is also recommended).
• If you are on a laptop, try your smartphone instead — or vice versa.
• Update your browser to the latest version if it has not been updated recently.

For the full list of supported devices and browsers, see what devices and browsers are supported for telehealth calls.

What if I still cannot connect?

If none of the above steps resolve the problem, contact the Abby Health support team via live chat in the app. Our support team is available 7 days a week and can assist with connection issues in real time. See how to contact the Abby support team for all contact options.

If your symptoms are severe or worsening while you are trying to connect, do not wait — call 000 or go to the nearest emergency department.

The Healthdirect Australia website also has general guidance on participating in telehealth appointments across Australian health services. The RACGP publishes professional standards for telehealth consultations that Abby clinicians follow.

How Abby can help

Abby Health is an online-first clinic and our support team is experienced in resolving the technical issues that can come with video consultations. In most cases, the steps above resolve the problem within a few minutes. Abby appointments are bulk billed for eligible patients with a valid Medicare card. Book or manage your care at abbyhealth.app.