Video Session Troubleshooting Tips

Your provider will either email you a new link to join the session or call the phone number you gave us. (Note: Video sessions may be required based on your health plan or state rules.)

Make sure your browser has been allowed to access your camera and microphone. Check that your mic is unmuted, your camera is uncovered, and your video is on.

The steps to do this vary by device (see below) and internet browser. For the best experience, we recommend using Google Chrome on your desktop or laptop. You can download it here. (Safari and Firefox also work. Internet Explorer does not.)

How to allow Google Chrome access to your camera and microphone
Select the link that matches the device you’re trying to use. It will take you to the right set of instructions.

• Desktop or laptop computers
• iOS mobile device
• Android mobile device

For desktop or laptop web browsers

• On your video session screen, select the video icon in the browser address bar. (See screenshot)

• A window will pop up, asking for permission to use your camera and microphone.
• Select Always allow https://en.ableto.com to access your camera and microphone.
• Choose the camera and microphone you’d like to use.

For an iOS mobile device

• Allow Chrome access:
  • On the Chrome mobile browser, 2 windows will pop up asking if Chrome can use your camera and microphone. Select OK. (See screenshots)

  

• If you selected “Don’t Allow,” please follow one set of steps below to allow access to your camera and microphone.
  
  Option 1
  • Go to your phone’s Settings.
  • Select Privacy & Security
  • Select Camera.
  • Toggle Chrome on.
  • Go back to the Privacy & Security menu.
  • Select Microphone.
  • Toggle Chrome on.

  Option 2

  • Go to your phone’s Settings.
  • Select Chrome.
  • Toggle Microphone and Camera on.
• Allow the AbleTo website access:
  • • Once you’ve allowed Chrome to access your camera and microphone, you’ll see another pop-up asking if en.ableto.com can access your microphone and camera. Select Allow. (See screenshot)
      
    • If your camera and microphone are blocked, or if you selected Cancel in the previous step, please follow the steps below to allow the AbleTo website to access both.
      • Select the video icon in the browser address bar.
      • Toggle Camera and Microphone on.
      • Select Done.
      • Refresh the window to enable camera and microphone use.
• Test your camera and microphone:
  • • Once you’ve allowed Chrome and the AbleTo website to access your camera and microphone, you can use the AbleTo video toolbar to turn your video on and off and mute or unmute yourself.
    • Make sure your mic is unmuted, your camera is uncovered, and your video is on.
    • If your provider has not yet joined, you’ll see a “Waiting for others to join” screen.

For an Android mobile device

• • Allow Chrome access:
    • Open the Chrome app.
    • To the right of the address bar, select More and then select Settings.
    • Select Site Settings.
    • Toggle Microphone and Camera on.
    • If the en.ableto.com website is “Blocked,” select the site and then select
    • Access your microphone (or camera).
    • Select Allow.
  • Allow the AbleTo website access:
    • Once you’ve allowed Chrome to access your camera and microphone:
      • Return to the window with the video session.
      • Refresh the window.
      • You’ll see another pop-up asking if en.ableto.com can access your microphone and camera. Select Allow.
  • If your camera and microphone are blocked, or if you selected Block in the previous step, please follow the steps below to allow the AbleTo website to access both.
    • Select the video icon in the browser address bar.
    • Select Permissions.
    • Toggle Camera and Microphone on.
    • Select Reset permissions
    • Refresh the window to enable the camera and microphone use.
  • Test your camera and microphone:
    • Once you’ve allowed Chrome and the AbleTo website to access your camera and microphone, you can use the AbleTo video toolbar to turn your video on and off and mute or unmute yourself.
    • Make sure your mic is unmuted, your camera is uncovered, and your video is on.
    • If your provider has not yet joined, you’ll see a “Waiting for others to join” screen.