Client's camera and microphone are blocked

Some older android phones seem to be unable to give doxy.me access to the camera and microphone. Have tried with both Chrome and Firefox, despite enabling permissions in phone app settings, as well as restarting the phone, nevertheless doxy.me still claims the camera and microphone are blocked (and suggests going to browser settings). Has anyone found a fix for this?

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I get that problem. Sometimes when they try the link again, it works.

Unfortunately that has not worked for my clients who have this problem. No amount of restarting or retrying the link has helped.

My patients using I phones are experiencing the same issue.

Older android phone, could you give me a general idea of how old? Or what phone version?

Let me ask my team to look into your history to see the root cause.

Thank you. The most recent happened on Monday when a new client just couldn’t connect, using a Samsung …5 that was “a few years old” (I’m afraid I don’t know all the details). The other I know of is my own 5 year old Moto G, but that doesn’t matter too much as I only tried to use that as a test client. I recall there were a couple more clients over the last couple months with this problem, but at least in those instances the client had another device so they just used one that worked.

These directions work most times for Android Users:

  1. Open Settings
  2. Tap APPS & NOTIFICATIONS
  3. Tap ADVANCED APP PERMISSIONS
    4, Select PERMISSION for phone and location
  4. Choose ALL APPS to have access

No and it is a very frustrating problem.

Hi,
Not sure if you saw my reply on the thread, so here it is copy pasted:

Thank you. The most recent happened on Monday when a new client just couldn’t connect, using a Samsung …5 that was “a few years old” (I’m afraid I don’t know all the details). The other I know of is my own 5 year old Moto G, but that doesn’t matter too much as I only tried to use that as a test client. I recall there were a couple more clients over the last couple months with this problem, but at least in those instances the client had another device so they just used one that worked.

Oh sorry I didn’t have notifications on for this thread, I’ve changed it now. Thanks let me ask our guys to check it out.

Sorry for perhaps repeating someone else’s response- I had the same issue. After contacting Doxy for support- you need to go to your browser’s settings. For Firefox, go to the options in settings. Then on the left side go to privacy and security. Scroll down until you reach Permissions. There is a settings tab next to both the microphone and camera. When you click open the tab (for both) at the top you will see a magnifying glass. Where it says search website: type in Doxy,me. and save at the bottom. You need to do this both for the camera and microphone. It works.

Thank you @drseacollins and @DrSchreffler I agree that enabling permissions in settings usually works to solve this issue. Anybody else who is having this problem should certainly help guide their clients through the permissions process. However, in a few cases, this does not seem to be working. I am really hoping this can be figured out by the doxy.me team so that clients with older phones can still participate in video sessions over this platform. Otherwise I need a Plan B for those clients.

We have also started experiencing problems in the last 1-2 weeks with the patients camera/audio being blocked and providers can’t hear/see the patient. We have performed all of these steps and still not able to get connected.

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I have had this problem as well. My iphone says I have to use Safari, but even after enabling the camera and microphone. It still does not recognize it. I have started asking clts what type phones and what browser they are using, and it is almost always, like over 90%) happening on the iphones (even new ones) and Safari.

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I have found connecting with doxy and Windows 10 to be virtually impossible, achieving it only once no matter what I do, but have continued success with my iPad and Linux Ubuntu. Use either of them is my suggestion.

Hi There, for the situation of connecting on Chrome via windows 10. Was the version of chrome close to the most recent version of 83 (actually saw some 84 version came last week)? Also how was the network connection from the laptop, the speeds weren’t below say 2-5mbps? you can always test at Speed Test by Measurement Lab If none of those help, is the network runnning a firewall that may need to allow for a few exceptions? Network security: Port and firewall configuration | Doxy.me Help Center

Very unpredictable connections, it sometimes working fine and at other times the audio disappears. While this can happen if the person receives a phone call during the session, the call throwing it off, at times it seems to happen for no reason. I use the latest model mini iPad with which it always connects but Windows 10 with an added webcam is a nightmare, it virtually never connecting, saying there’s a conflict. It just connected now when I tried it but I have no confidence that it will in the future. It does connect reliably with Linux however. The clicking sound is unpredictable.

I have had two recent sessions where the clients audio and video were not working but they could see and hear me. Both are using a computer. Both of these clients have had multiple successful sessions with me. Nothing has changed on my end. I’m not sure what to do to enable their camera and video. Both reported that a test call found no problems with their equipment.

I have had the reverse situation to yourself as I have had two recent sessions with clients where their camera and audio are working but mine are not. I’ve seen each of these clients several times with no issues and I have made no changes to my laptop. I did a pre-call test and was advised that everything is working. I have no idea how to fix this and would appreciate any suggestions.