Your Chrome browser needs to be set so it allows the computer's camera and microphone to be used when communicating with clients. Both participants need to have their permissions set to allow. If one person hasn't set their permissions the other person may not be able to hear or see them.
Here are some troubleshooting steps to check the Internet browser's settings to ensure a camera and microphone are allow.
1. Start your Google Chrome browser
2. Go to your Chrome settings page.
3. Click on Privacy & Security
4. Click on Site Settings
5. Check the setting for the camera and microphone by clicking on the menu option one at a time.
Here is the setting for the camera. Make sure the computer's default camera is select and the radio button is select that is called "Site can ask to use your camera".
Here is the setting for the microphone. Make sure the computer's default microphone is select and the radio button is select that is called "Site can ask to use your microphone".
With these settings enabled, at the beginning of the join process for a Telehealth session, the user will be prompted to a allow access to the camera and microphone. If the user gives permission they will be able to use both features.
Here is a screenshot example from a mobile when the user was asked to allow the camera and microphone:
There is also an option on a desktop or laptop browser to save TherapyMate's Telehealth website to a list of allow sites. If prompted to do that we recommend that the user selects allow when prompted.