Short answer #
If telehealth audio or video is not working, check your internet connection, camera permission, microphone permission, app version, device settings and whether the appointment or session is active.
Quick checks #
Try these steps first:
- Make sure your internet connection is working.
- Close and reopen the Nomadic Care app.
- Check that your camera is not being used by another app.
- Check that your microphone is not muted.
- Confirm that the appointment time is correct.
- Make sure the provider has started or joined the session if required.
Check camera permission #
On your phone, check that Nomadic Care has permission to use the camera.
If camera permission is blocked, video will not work.
Check microphone permission #
Check that Nomadic Care has permission to use the microphone.
If microphone permission is blocked, the other person may not hear you.
Check your internet connection #
Telehealth needs a stable internet connection. If video is freezing or dropping out:
- Move closer to your Wi-Fi router.
- Switch between Wi-Fi and mobile data if available.
- Close other apps using the internet.
- Try again from a place with better signal.
If the problem continues #
Contact your care team or clinic and explain:
- What device you are using.
- Whether video, audio or both are not working.
- Whether you can see the Join button.
- Whether an error message appears.
- Whether your internet is working for other apps.
Common questions this article answers #
- Why can’t the provider hear me?
- Why can’t I see the provider?
- Why is my camera not working?
- Why is telehealth freezing?
- What permissions does telehealth need?
Important note #
For urgent medical issues, do not wait for telehealth troubleshooting. Contact emergency services or follow your provider’s urgent care instructions.
Docs Category: Mobile App & Patient Support
Docs Tags: telehealth troubleshooting, audio, video, camera, microphone, permissions, patient app, internet connection
