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Troubleshooting

There are some common technical issues that may be experienced during a video call.

Here are some tips to help:

Can't hear others? Check your speakers / headsetCheck your speakers / headset

Is volume at audible level?

Is your volume turned up enough?

Speakers plugged in and switched on?

If your speakers are external, are they plugged in securely and switched on?

Correct speakers / headset selected?

Is the correct speaker or headset selected? Check your settings.

Heading an echo?

Are you hearing an echo?

  • If using external speakers, position them further away from your computer and reduce the volume
  • A headset or headphones might get rid of the echo

Check your microphoneCheck your microphone

Microphone plugged in and switched on?

If using an external microphone, is it plugged in securely and switched on?

Is microphone muted?

Is your microphone muted? Check your device's audio settings

Is Zoom using correct microphone?

Is Zoom using the correct microphone?

Is correct microphone selected?

Is correct microphone selected? Check correct audio input selected in settings

Other software using microphone?

Is other software using the microphone?

  • Check if other software is also running, e.g. Skype
  • Quit any other applications. A computer reboot may also be required

Can't see? Check your web cameraCheck your web camera

Microphone plugged in and switched on?

If using an external camera, is it plugged in securely and switched on?

Is Zoom using correct camera?

Is correct camera selected? Check correct camera selected in settings

Other software using camera?

Is other software using the camera?

  • Check if other software is also running, e.g. Skype
  • Quit any other applications. A computer reboot may also be required

Poor image or sound quality? Check your internet connectionCheck your internet connection

Others on network using lots of bandwidth? Are others on the network using lots of bandwidth, i.e. other video calls in progress?
Modem / router working properly?

Is your modem/router (wireless network) working properly?

  • Move closer to the access point
  • Ideally you have line of sight and are close to an access point

Still having issues?

Contact us at telehealth@waitematadhb.govt.nz