What If My Camera or Microphone Isn’t Working?

What should I do if my camera or microphone isn't working during a telehealth call?

If your camera or microphone is not working during a telehealth video call, the most common cause is a blocked permission in your device or browser settings. Go to your device privacy settings, find the camera and microphone permissions for your browser or the Abby Health app, and make sure both are set to Allow. Restarting the app after changing permissions is usually all it takes.

Why are camera and microphone permissions required?

For your clinician to see and hear you during a video consultation — and for you to hear them — your device needs to grant the Abby Health app or browser access to your camera and microphone. This is a privacy and security feature built into all modern operating systems. The first time you use a new device or browser for a video call, your device will ask for this permission.

If you accidentally tapped Deny, or if a previous session was interrupted before permissions were granted, you will need to manually re-enable access. The steps differ slightly by device.

How to fix camera and microphone permissions on iPhone and iPad

1. Open Settings on your iPhone or iPad.
2. Scroll down and tap Privacy & Security.
3. Tap Camera. Find Safari (or the Abby Health app) in the list and toggle it on.
4. Go back and tap Microphone. Repeat the same step.
5. Return to the Abby Health app and rejoin your call.

If you are using Safari and the toggle is already on, try closing Safari fully and reopening it — permissions sometimes need a fresh session to take effect.

How to fix camera and microphone permissions on Android

1. Open Settings on your Android device.
2. Tap Apps (or App Manager, depending on your device).
3. Find Chrome (or your browser of choice) in the list and tap it.
4. Tap Permissions.
5. Set both Camera and Microphone to Allow.
6. Return to the Abby Health call and refresh the page.

If you are using the Abby Health app rather than a browser, follow the same process for the Abby app rather than your browser.

How to fix camera and microphone permissions in a desktop browser

In Google Chrome: while on the Abby Health call page, click the padlock or camera icon in the address bar. A small panel will appear showing camera and microphone settings. Set both to Allow, then refresh the page.

In Safari on Mac: go to Safari > Settings > Websites > Camera and Microphone. Find abbyhealth.app and set both to Allow.

After changing permissions in any browser, always refresh the call page before rejoining. The browser applies new permissions on a fresh page load.

What if another app is using my camera?

If a camera indicator light is on while you are trying to join your call, another application is actively using the camera — which will prevent Abby Health from accessing it. Common culprits include video conferencing apps, FaceTime, and camera or photo apps. Close all such applications, then rejoin.

On some devices, a full restart is the quickest way to release camera access from all applications at once. For a more complete troubleshooting walkthrough, see how to troubleshoot your video call.

What if my camera hardware is broken?

If your camera is not working at a hardware level — it does not show anything in the phone's own camera app either — this is a device problem rather than a permissions issue. In this case:

• Try a different device if one is available. Most households have multiple smartphones or a laptop that can be used.
• Switch your appointment to a phone consultation — no camera is required. Your clinician will call you directly. See how phone consultations work for more.

For supported device types, see what devices and browsers are supported for telehealth calls. To contact the support team for further help, see how to contact the Abby support team.

If your symptoms are severe or worsening and you cannot get a video call working in time, call 000 or go to the nearest emergency department. For non-urgent advice while you sort out a device issue, Healthdirect runs a 24-hour nurse helpline funded by the Australian Government. The RACGP publishes telehealth practice standards covering when phone is an appropriate substitute for video.

How Abby can help

Abby Health is an online-first clinic with a support team available 7 days a week for technical issues exactly like this one. Camera and microphone problems are among the most common and most fixable issues our patients encounter — and if video is not an option today, a phone consultation is always available. Abby appointments are bulk billed for eligible patients with a valid Medicare card. Book your appointment at abbyhealth.app.