No image and/or sound during video call

No image and/or sound during video call

There are a number of requirements for a video call to run smoothly.

Granting access to the camera and microphone

If the permissions in the Karify app or web browser are not set correctly, video calling will not work. The help page Granting permission to use camera and microphone describes how to set this up.

A stable internet connection
Depending on the settings of your (Wi-Fi) router/modem, an internet connection may sometimes experience short interruptions. This can cause there to be no image during video calling, slow speeds, or the video call to be terminated. This concerns the quality of the internet connection, not the internet speed.

The quality of the internet connection scales with the quality of the video call. A dip in the connection will cause the quality of the video call to decrease.

Are you experiencing connection problems? You might be able to connect a network cable to your computer or use a 3G/4G connection – video calling consumes data. Click on the page Commons problems with video calling for more information.

What requirements must a device meet?
  1. Phone / tablet
    You can use the Karify app for video calling on a phone or tablet. Notall phone models are suitable for video calling. Click on the help page for more information.
    Video calling in the app.
  1. Laptop / computer
    Are you experiencing problems in your default browser? Video calling might work if you use a different internet browser or if you update your internet browser. Click on the help page for more information: What do I need for a video call?
  1. Chromebook
    Due to security restrictions in Chrome OS, video calling may not work properly in some browsers such as Firefox. The advice is to use the Google Chrome browser.

Are you experiencing problems during video calling?

Run this pre-call test in the internet browser to check if your device has the correct settings for video calling.

Are you seeing an error message and are you unable to resolve this problem? After running the test, you can click on Save this data as simple text at the bottom to copy it and/or save it as a file.

Send us the results (via Ask a question), and we will investigate what the problem might be.

    • Related Articles

    • Common problems with video calling

      To make a video call, you need a few things, such as a properly functioning camera/microphone, a strong internet connection, and several settings in your browser/device. Read more about the requirements for video calling here. Supported browsers ...

    • Making a video call: step by step guide

      After you’ve made an appointment with your patient to have a video call, follow the steps below to start the call: Log into your Karify Healthspace Go to the personal health record of your patient (you have to start the call, it is not possible for ...

    • What do I need to make a video call?

      Within Karify it’s very easy to make a secure video call. Before starting your call we advise that you check the following: Is your browser supported and up-to-date? Is your device suitable? Is your internet connection strong enough? 1. Supported ...

    • Is the video call saved and/or recorded?

      The duration of the videocall is registered in your Record. What more information from the video call will be saved or recorded? Direct connection In Karify the video call is not temporarily saved on a server. The connection between you and your ...

    • Video calling: Step by Step explanation

      You have an appointment with your healthcare provider to make a video call. Follow the steps below to open the call: 1. Log in to your Karify Healthspace 2. Your healthcare provider will start the Video call (you cannot start the call yourself) 3. A ...