Why Can’t I Hear My Practitioner on a Video Call?

Why can't I hear my clinician on a telehealth video call?

If you cannot hear your clinician on a telehealth video call, start by checking your device volume, confirming your microphone and speaker permissions are enabled, and closing other apps that may be using your audio. Plugging in wired headphones often resolves the issue immediately. If the problem continues, try switching browsers or rejoining the call.

First checks: volume, permissions, and other apps

Most audio problems during video calls are caused by one of three things: device volume is muted, the browser or app does not have permission to access audio, or another application is controlling the audio output. Work through these checks in order:

1. Check device volume: Turn the volume up using your device's physical buttons or the on-screen slider. Make sure your phone or computer is not on silent or in vibrate mode.
2. Check in-call volume: Once in the video call, there is also a volume control within the call interface itself. Make sure this has not been accidentally muted.
3. Check app permissions: On iPhone, go to Settings > Privacy > Microphone and confirm Abby Health (or your browser) is allowed. On Android, go to Settings > Apps > Browser/Abby > Permissions. On a computer, check browser permissions in the address bar.
4. Close conflicting apps: Apps like video conferencing tools, music apps, or voice assistants can block audio access. Close them before joining your consultation.

How to fix audio on iPhone and iPad

On iOS devices, audio issues are most commonly a permissions problem. Go to Settings > Privacy & Security > Microphone and ensure Safari (or the Abby Health app, if using the native app) is toggled on. Also check that your phone is not connected to a Bluetooth device — if it is, audio may be routing to a speaker you cannot hear.

Disconnect any Bluetooth audio devices if you are not intending to use them, then reopen the call. If the problem persists, try using wired EarPods — audio through a wired connection bypasses Bluetooth routing entirely.

How to fix audio on Android

On Android, open Settings > Apps, find your browser (Chrome is recommended), tap Permissions, and ensure Microphone is set to Allow. If you are using the Abby Health app directly, repeat the same steps for the app.

Some Android devices have a separate call volume and media volume setting — make sure both are turned up. A quick device restart often resolves persistent audio issues that do not respond to settings changes.

How to fix audio in a desktop browser

If you are joining from a laptop or desktop computer, use Google Chrome or Safari for the best compatibility. In Chrome, click the padlock icon in the address bar while on the Abby Health call and check that Microphone is set to Allow. In Safari, go to Safari > Preferences > Websites > Microphone.

Also check that your computer's output device is set correctly — go to your system audio settings and confirm the speakers or headphones you intend to use are selected as the active output. For a broader device compatibility guide, see what devices and browsers are supported for telehealth calls.

What if none of these steps fix the audio?

If audio is still not working after checking permissions, volume, and conflicting apps:

• Leave the call, close your browser or app, and rejoin — a fresh connection often resolves issues that persist through the session.
• Try a different device entirely if one is available.
• Switch the consultation format if clinically appropriate — if video is not working, ask the support team to assist you in transitioning to a phone consultation for this appointment.

For more general troubleshooting steps, see how to troubleshoot your video call. To contact the Abby Health support team, see how to contact the Abby support team.

If your symptoms are severe or worsening while you are dealing with technical issues, call 000 or go to the nearest emergency department. Do not delay care to resolve a technical problem. For non-urgent advice while you sort an audio fault, Healthdirect runs a 24-hour nurse helpline funded by the Australian Government, and the RACGP publishes telehealth practice standards covering when audio-only consultation is an appropriate substitute.

How Abby can help

Abby Health is an online-first clinic with a support team available 7 days a week to help with technical issues before, during, and after your appointment. Audio problems are among the most common and most fixable issues our patients encounter — in most cases, one of the steps above resolves it within minutes. Abby appointments are bulk billed for eligible patients with a valid Medicare card. Book your appointment at abbyhealth.app.