I am the IT manager at our practice. We chose Doxy because of our high concentration of older, less techie patients. Doxy allows us to do telehealth without having to worry about the patient installing an app.
However, in a not insignificant number of cases, we are having issues with cameras/microphones still being blocked after unblocking it when prompted. This is occurring on the patient end.
The issue appears to only occur on iPhones and Androids where Safari or Firefox is the default browser. We have not tested using chrome or Firefox on iPhones. Android devices using Chrome do not appear to have this issue. The issue occurs with multiple versions of Safari 12 and later.
Basically, when the patient clicks the link for the call to begin, they are prompted (per normal) to enable camera and microphone. They accept the request and they are kicked out of the call. They rejoin the call and the process repeats itself. We have demonstrated on our own devices that if you go into the browser settings and manually set the camera and microphone to allowed, it works as expected. However, setting it to prompt results in the above described issue.
We cannot advise our patients to make full browser changes to their security settings, as we cannot predict what liability issues may arise if they encounter malicious issues with their devices. Furthermore, as a significant number of our patients are elderly and not very tech savvy, it is not feasible for us to try to coach them through making settings changes on their devices.
I know you all over quite overworked, at the moment, but if there is not a known quick fix for this already in place, I’d appreciate being able to chat with someone on the phone. We can schedule some troubleshooting time where I can have some test devices at my disposal.
Cheers and thanks in advance!