Troubleshooting/Microphone: I can't hear my patient

Email:info@psycare.it
WhatsApp: +39 375 703 9065

Make sure you have allowed PsyCare access to your microphone

To participate in a video session, you must allow PsyCare to access your camera and microphone. Your patient may have accidentally clicked Block, preventing you from hearing them.. Click here to see how to allow access to your camera and microphone.

Your microphone is currently being used by other software

PsyCare cannot use the camera or microphone because they are being used by other software..
If you only have a camera or microphone, make sure you close any other software that is using them (e.g.. Skype, Whatsapp Web, Microsoft Teams, FaceTime…) or turn off and on your PC or smartphone again.

If you have multiple cameras or microphones, you can choose which one to use:
1. Inside the waiting room, select the audio or video input you want from the drop-down menus and refresh the page.

2. If you are already in the virtual room, open the side column and, in the tab Settings, select the devices you want to use from the drop-down menus. Finally, refresh the page.

Your audio output is currently being used by other software

PsyCare cannot use the audio output because it is being used by other software..
Make sure you close any other software that is using it (e.g.. Skype, Whatsapp Web, Microsoft Teams, FaceTime…) or restart your PC or smartphone.

The audio output is not the one you are using

If you are using a PC and have more than one audio output (e.g.. headphones and built-in computer speakers), you may have the incorrect audio output set.

Windows

To select the correct audio output:

1. Click on the icon Speakers in the bottom right bar
2. Then click on the name of the audio output and select the one you want to use.

MacOS

To select the correct audio output:

1. Click on Apple > System Preferences and then click on Security and Privacy
2. Select the device you want to use from the audio output device list.

Make sure he doesn't have his microphone muted

Inside the video session, the microphone icon in the bottom bar must not be crossed out but rather look like the image you see below.

If they are using a headset, ask them to make sure they have not muted the microphone using the headset button.

Do you have the speakers on?

Make sure you haven’t muted the sound or turned the volume down too low. If you’re using external speakers, make sure they’re turned on and the cable is connected properly.

Ask him to update his browser to the latest available version

Make sure your browser is updated to the latest version. Click here to see how.

Ask him to change browsers

If your patient is unable to use PsyCare, ask them to try using a different browser (especially if they are using Safari).

Does your patient have a microphone?

To attend online sessions, you must have a microphone. If your PC doesn’t have one, ask your doctor to make sure the cable is properly plugged in and the microphone is turned on.