How can I allow access to my camera and microphone?

No matter how you join a live video visit on the platform, you'll need to ensure you have granted access to your camera and microphone so your video feed can be sent to the visit. Unless you have privacy settings enabled or have already denied access to your camera, you should be prompted to enable camera and microphone access upon joining a video visit for the first time.

If you are having trouble enabling access – first try refreshing the session or re-opening the app to see if this helps or once again prompts you for access.

If you still cannot connect and share your audio/video, follow the detailed steps for your browser or operating system below to check that all settings are correct before trying to join the session again.

If You Are Using a Browser

Chrome – Desktop or Mobile

Open Chrome

At the top right, click More mceclip4.png > click Settings

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Under Privacy and security, click Site Settings

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Click app.hale.co

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For Camera and Microphone, toggle the dropdown to Allow

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Safari – Desktop or Mobile

Open Safari, then select Preferences Websites > click the Camera tab

Change the app.hale.co access and toggle the dropdown to Allow 

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Click on the Microphone tab

Change the app.hale.co access and toggle the dropdown to Allow

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Firefox – Desktop or Mobile

Open Firefox

At the top right click Open Menu mceclip3.png > Preferences (Options)

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Click Privacy & Security, then scroll to Permissions

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Click Settings for Camera and toggle the dropdown from Block to Allow

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Click Settings for Microphone and toggle the dropdown from Block to Allow

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Edge – Desktop or Mobile

Open Edge

At the top right click Settings and More mceclip8.png > Settings

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Click Site Permissions

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Click Camera

Ask before accessing needs to be toggled on and  https://app.hale.co:443 is listed under Allow

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Navigate back to Site Permissions, Click Microphone

Ask before accessing needs to be toggled on and  https://app.hale.co:443 is listed under Allow

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If you see app.hale.co listed under blocked, for either the Camera or Microphone above, delete the entry by clicking the trash can on the right side of the the browser. Navigate back to app.hale.co and when prompted allow access to both the camera and microphone.

If You Are Using the Hale App

iOS

Tap Settings > Privacy > Camera

Scroll until you see your Hale Health app, toggle to enable the Camera (Note: Enterprise customers will need to look for their respective app and perform the same step).

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*iOS will inherently have access to the microphone, there's no need to adjust from your privacy settings.

Android

Tap the menu button mceclip0.png, then Settings > Apps > Browse to the Hale Health app > Permissions 

Toggle to enable both the Camera and Microphone.

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Notes For Specific Operating Systems or Devices

Windows 10

To help ensure a successful visit, you should also confirm that the global permissions for the Camera and Microphone are configured correctly.

Navigate to Settings > Privacy > Camera

Ensure Camera access for this device is on and Allow apps to access your camera is toggled On

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Navigate to Settings > Privacy > Microphone

Ensure Microphone access for this device is on and Allow apps to access your microphone is toggled On

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MacOS

Checking your MacOS global privacy settings, open System Preferences > Click Security & Privacy

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Click Camera > make sure access is allowed by checking the radio box next to your browser name.

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Click Microphone > make sure access is allowed by checking the radio box next to your browser name.

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*Note: Safari won't be included in either the Camera or Microphone global Privacy & Security settings, this configuration is exclusive to 3rd party installed browsers; Chrome or Firefox. 

 

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