Why this happens
Hero video calls run in the web browser through our video provider, Whereby. The first time someone joins on a device, the browser asks to use the camera and microphone. If that's declined, missed, or blocked by the device's settings, the call opens but shows a black screen, or the microphone is greyed out. Usually only one app can use a camera at a time, so Teams, Zoom or another tab can also block it.
What you can do
Talk the patient through these, or work through them yourself:
Allow camera and microphone. When the browser asks, choose Allow. If it was declined, click the camera icon in the address bar, change it to Allow and refresh.
Close other apps using the camera, such as Teams, Zoom or another call in a different tab.
Use Google Chrome or Firefox.
Restart the browser and rejoin using the same link.
Try another device. The patient can open the same link on their phone.
Check device settings. On some computers and phones, camera and microphone access is also controlled in the system privacy settings.
Resend the link if needed. Open the appointment from the Diary or appointments list, click the three dots and choose Send video invitation.
Clinicians join from the appointment in the Diary using Join video call. You don't need to be signed in to use the video link. There's no waiting room or call recording; a patient who joins early waits in the room until the clinician arrives.
When to contact us
Use the support form (https://herohealth.fillout.com/supportform?partner=Direct), with the appointment, the device and browser used, and what the person saw, if:
several patients can't connect on the same day, or the link itself won't open (for example "page not found")
patients are getting a video link for appointments that aren't video
clinicians can't find the join link
Related articles
Video appointments