If you are experiencing issues with audio or camera during your calls, please follow the troubleshooting steps outlined below to identify and resolve the issue. The problem may be related to your VPN connection, device settings or a system-wide issue.
1. VPN Connection Issues
Sometimes, VPN connections can interfere with audio and video functionality during calls.
Steps to resolve:
- Disconnect from the RMG VPN and attempt the call again without the VPN active.
- If the issue is resolved after disconnecting from the VPN, it is likely that the VPN connection was affecting the call's audio and video quality.
What to do next:
- If you confirm that the VPN is causing the problem, please contact the RMG IT Helpdesk for further assistance. They can help you troubleshoot the VPN issue.
- In the meantime, you may continue to make and receive calls without using the VPN until the issue is resolved.
2. Device-Related Issues
Audio and camera problems may also arise due to issues with your device or its settings.
Steps to check your device:
- Test your device’s network and media settings using Twilio’s Network Test.
- Once on the test page, run the test and review the results. If you see any status marked as [FAIL], this may indicate a problem with your device or network configuration.
How to proceed if you find an issue:
- Take a screenshot of the results showing the [FAIL] status.
- Please send the screenshot to us at support@carehealth.io or via the Whatsapp group so we can assist you in resolving the issue.
- Note: If you are testing the "TEST GROUP ROOM" in the network test, the default result will show as [FAIL] which is expected and can be ignored.
3. Issues Not Related to Audio or Camera
If the problem you’re experiencing does not seem to be related to the audio or camera settings, there may be another issue affecting your call quality.
Steps to follow:
- Please provide us with as much information as possible, including any relevant screenshots or a screen recording of the issue you are facing.
- Send the details to us at support@carehealth.io or via the Whatsapp group so we can investigate and assist you promptly.