There may be instances in which you need additional assistance to ensure a successful camera & microphone setup to access your Ruh video call session. Please review this article for best practices on setting up camera and microphone access.
Allow Access to Your Camera and Microphone
In some cases, you may have denied permission for the system to access your camera and/or microphone. The most common way to enable these permissions is by restarting your computer.
Video Calls will not work on your mobile web browser (e.g., on Safari) from a mobile device or tablet.
Connect Your Headphones for Audio Output
By default, Ruh Care will connect to your built-in device speaker for audio calls.
If you are connecting with headphones, here are some tips for you when connecting to your call:
Ensure that your Bluetooth is enabled so your local device can find your Bluetooth audio device (ie. AirPods)
Make sure that your local device is connected to your audio device. You may have to manually change the output selection to your device (ie. AirPods)
When joining your Video Call, you may see the option to select your audio device from the drop-down. By default, you'll be connected to the built-in audio option.
PC Device: Adjust your Browser Settings
You may need to adjust the permissions/settings within the web browser that you are currently using. As these instructions vary based on the type of computer you're using, and the browser, please select your computer/browser combo from the list. You must have a video call session running to adjust these settings.
Chrome on a PC (Windows) Computer
If you're using the Chrome web browser, follow the steps below:
Click on the camera icon near the right side of the website address bar
Select the option that says "Always allow https://ruhcare.com/ to access your camera and microphone" and press the "Done" button
Refresh your web browser
Firefox on a PC (Windows) Computer
If you're using the Firefox web browser, follow the steps below:
Refresh your web browser
Select the option that says "Remember this decision" and click the "Allow" button
If your camera or microphone doesn't begin to work at this point, click on the camera or microphone icon near the left side of the website address bar
Click on the "x" to the right of "Use the Microphone" and then click on the "x" to the right of "Use the Camera"
Refresh your web browser
Select the option that says "Remember this decision" and click the "Allow" button
Safari on a PC (Windows) Computer
If you're using the Safari web browser, follow the steps below while using Ruh Care video call.
Click the “Safari” menu item
Click on “Preferences”
Press “Websites”
Press “Camera” and change “Deny” to “Allow”
Press “Microphone” and change “Deny” to “Allow”
Refresh your web browser
Internet Explorer on a PC (Windows) Computer
Internet Explorer is not supported for video calls. Instead, please use a different web browser, such as Microsoft Edge.
Email [email protected] if you need help allowing access to your camera and microphone.
Mac device: Adjust your Browser Settings
If you have an Apple device, you can reset your browser settings by following the instructions below.
Instructions vary depending on the browser that you're using. You must have a video call session running to adjust these settings.
Chrome on a Mac Computer
If you're using the Chrome web browser:
Click on the camera icon near the right side of the website address bar
Select the option that says "Always allow https://app.ruhcare.com to access your camera and microphone" and press the "Done" button
Refresh your web browser
Firefox on a Mac Computer
If you're using the Firefox web browser:
Refresh your web browser
Select the option that says "Remember this decision" and click the "Allow" button
If your camera or microphone doesn't begin to work at this point, click on the camera or microphone icon near the left side of the website address bar
Click on the "x" to the right of "Use the Microphone" and then click on the "x" to the right of "Use the Camera"
Refresh your web browser again
Select the option that says "Remember this decision" and click the "Allow" button
Safari on a Mac Computer
If you're using the Safari web browser, follow the steps below while using video calls.
Click the “Safari” menu item
Click on “Preferences”
Press “Websites”
Press “Camera” and change “Deny” to “Allow”
Press “Microphone” and change “Deny” to “Allow”
Refresh your web browser
Microsoft Edge
Steps for this in Microsoft Edge can be found here: Windows 10 camera, microphone, and privacy
Ensure a Quality Audio and Video Connection
If you are noticing any lags in the quality of sound/video, this is most commonly due to your internet access. Please make sure that you have a strong internet connection during your sessions. In addition, we recommend moving closer to your router (or restarting the router) to see if that improves your internet quality.
Less commonly, another reason for the poor connection is that your computer or mobile device is running out of memory. We recommend checking your local storage, and confirming that you have sufficient bandwidth. Additionally, close unused browser tabs that could be using up internet bandwidth.
If the internet connection appears to be solid, sometimes refreshing the web browser where Ruh Care is will rejoin the video call, and reset camera/microphone permissions.
If the issue persists after restarting your device, we'd recommend clearing one's browser cache as a next step:
Steps for this in Chrome can be found here: Clear cache & cookies
Steps for this in Firefox can be found here: How to clear the Firefox cache
Steps for this in Safari can be found here: Clear the history and cookies from Safari on your iPhone, iPad, or iPod touch
Finally, trying to access your video call on another browser may help us identify if a video call access issue is being caused by the browser, your internet connection, or something else.