VA Video Connect

Troubleshooting: Audio and Camera Permissions

VA Video Connect
Troubleshooting: Audio and Camera Permissions

Introduction

The following instructions are intended to guide Department of Veterans Affairs (VA) staff through the steps required to set audio and camera permissions on devices used for VA Video Connect (VVC), including scheduled and on-demand encounters. These instructions may assist staff in troubleshooting issues when using this application, or in assisting Veterans. Links to additional resources, including a comprehensive troubleshooting guide and quick start guides for initiating a session, are available at the end of this document.

These settings are device- and/or browser-specific and are not tied to user accounts or email addresses. This document includes instructions for the following:

  • Internet Explorer on a Computer
  • Google Chrome on a Computer
  • Android Devices
  • iOS Devices

For any questions not answered within this document or assistance setting the permissions for your device or browser, please contact the National Telehealth Technology Help Desk (NTTHD):

Email:

Phone: 866-651-3180
703-234-4483

Internet Explorer (IE) on A Computer

When using IE for VA Video Connect, you need to give care.va.govpermission to access your camera and microphone through the Adobe Flash Player Settings. It is possible that you have already given camera and microphone permissions and these steps are not necessary.If your permissions are already set correctly and your audio or video/image quality is poor, please reference the full VA Video Connect Troubleshooting Guide.

There are two ways to get to the Adobe Flash Player Settings for your camera and microphone, as described below. Both methods will allow you to adjust settings/allow access the same way.

Accessing Adobe Flash Player Settings

You can get to the Adobe Flash Player Settings for your camera and microphone by doing either of the following:

  1. The first time you launch VA Video Connect on your computerusing an IE browser, a window will appear stating, “Select your camera and microphone.”
  2. If you do not set your permissions initially, then once you are in the session simply right-click in the video frame and select Settings.

Adjusting Adobe Flash Player Settings

Once in Settings, there are two tabs you need to configure:

  1. On the Privacy Tab:
  1. Click the second option, which is a screen with an eye, as shown below.
  2. Select Allow.
  3. Check Remember.
  1. On the Microphone Tab:
  1. Click the microphone as shown below.
  2. Adjust your microphone’s volume as needed.
  3. Check Reduce Echo to improve the sound quality.

Google Chrome on A Computer

When using Google Chrome for VA Video Connect, you need to give care.va.gov permission to access your device’s camera and microphone. It is possible that you have already given camera and microphone permissions and these steps are not necessary.If your permissions are already set correctly and your audio or video/image quality is poor, please reference the full VA Video Connect Troubleshooting Guide.

The first set of instructions below are for granting permissions during your initial use of VA Video Connect on your computer using Google Chrome. The second set of instructions are for changing permissions that may have already been granted or denied.

Setting Permissions Initially

The first time you use VA Video Connect on your computer using the Google Chrome browser, a window will appear stating“care.va.gov wants to use your camera and microphone.”Click Allow as shown below.

Changing Permissions to Grant Access to VA Video Connect

You can change your Google Chrome permissions at any time by going into Settings.

  1. At the top right, click the three dots on the top right of the screen (). Then select Settings.
  2. Select Advanced at the bottom of the page.
  3. Under “Privacy and security,” click Content settings.
  4. Click Camera.
  5. Turn on Ask before accessing (color will turn blue and circle will appear at right).
  6. Return to the Content settings menu by clicking the arrow icon ( ) next to Camera.
  7. Click Microphone.
  8. Turn on Ask before accessing (color will turn blue and circle will appear at right).

Android Devices

When launching VA Video Connect on your Android device, you need to givecare.va.gov permission to use your device’s camera and microphone.It is possible that you have already given camera and microphone permissions and these steps are not necessary.If your permissions are already set correctly and your audio or video/image quality is poor, please reference the full VA Video Connect Troubleshooting Guide.

The first set of instructions below are for granting permissions during your initial use of VA Video Connecton your Android device. The second set of instructions are for changing permissions that may have already been granted or denied.

NOTE: These settings are unique for each internet browser. If the user switches browsers, settings may need to be reconfigured.

Setting Permissions Initially

The first time you use VA Video Connecton your Android device, you may be prompted to allow access to your device’s camera and microphone Click Allow for all of these prompts:

  1. Allow care.va.gov to use your camera and microphone,
  2. Allow your internet browser to record audio, and
  3. Allow your internet browser to take pictures and record video.

Changing Permissions to Grant Access to VA Video Connect

You can change your internet browser’s permissions at any time by going into your device’s Settings. Please reference your device’s user manual for further instructions.

  1. Navigate to the main screen of your device.
  2. Open your device’s Settings. There are two common ways to do so:
  3. Select the icon labelled“Settings” on the main screen,
  4. Orselect the icon labelled“Apps” from the main screen, and then select “Settings.”
  5. Select Apps.
  6. Select App Manager.
  7. Select your internet browser (for example, Chrome, as shown in the example below).
  8. Select Permissions (you may need to scroll down to find this option).
  9. Use the device toggles to turn the Camera and Microphone on as shown in the figure below.

Tip: Toggles are on when the circle is to the right and the selection has a color.

iOS Devices

When launching VA Video Connect on your iOS device, you will need to give VA Video Connect permission to use your device’s camera and microphone. It is possible that you have already given camera and microphone permissions and these steps are not necessary.If your permissions are already set correctly and your audio or video/image quality is poor, please reference the full VA Video Connect Troubleshooting Guide.

The first set of instructions below are for granting permissions during your initial use of VA Video Connect on your iOS device. The second set of instructions are for changing permissions that may have already been granted or denied.

Setting Permissions Initially (VA-issued iOS devices)

If you are using a VA-issued iOS device to join the VA Video Connect session, you will see a message stating “Your IT administrator has blocked this URL”. Select to Open with Safarito proceed to the next step.

Setting Permissions Initially (all iOS device)The first time you use VA Video Connect on your iOS device, you may be prompted to allow access to your device’s microphone and camera. Click OK for both of these.

  1. Select Open to allow VA Video Connect to open the VA Video Connect app.
  2. SelectOKto allow the VA Video Connect app to access the camera.
  3. Select OK to allow the VA Video Connect app to access the microphone.

Changing Permissions to Grant Access to VA Video Connect

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Updated: 08/18/17

VA Video Connect

Troubleshooting: Audio and Camera Permissions

You can change your device’s permissions at any time by going into your device’s Settings. Please reference your device’s user manual for further instructions.

  1. Navigate to the main menu of your device.
  2. Select the icon labelled Settings.
  3. Scroll down and selectVA Video Connect.
  4. Use the device toggles to turn the Camera and Microphone on as shown in the figure to the right.

Tip: Toggles are on when the circle is to the right and the selection has a color.

Additional Resources

Additional training materials and documentation regarding VA Video Connect are available at the following sites:

  • VA Video Connect Reference Documents
  • VA Video Connect Intranet Page (internal)
  • VA Video Connect Internet Page (public-facing)

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Updated: 08/18/17