Why can’t I hear someone during a HIPAA video visit?

Why can’t I hear someone during a HIPAA video visit?

During a HIPAA Video visit, there are a few potential reasons why you are unable to hear another participant.
  1. The participant's device did not ask them to Allow their microphone.
  2. The participant's device does not have a microphone.
  3. The participant's microphone is in use by another program.
    1. Try closing out all other programs that may be using the microphone.
  4. The participant is using an incompatible browser.
    1. Recommended browsers are Chrome, Firefox, or Safari
  5. The participant's microphone is muted.
    1. Ask the participant to click the Microphone icon to unmute their microphone. 
  6. If wearing a headset/headphones, the participant's headset may not be connected firmly
    1. Try unplugging your headset, leave the video visit, and rejoin the call. 
  7. The volume on their device is too low to hear. 
    1. Make sure the volume on the device you are using is turned up.
If neither of these tips work, try Restarting your device.

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