If your camera, microphone, or video isn’t working during a SafeTalk Telehealth session, the issue is usually caused by browser permissions, device settings, or your internet connection.

This guide covers the most common fixes to help you get back into your session quickly.

Before You Begin

Before troubleshooting, make sure you’re using a supported browser and your device meets the recommended requirements.

You may also find these articles helpful:

• Preparing Your Device for SafeTalk Telehealth

Enable JavaScript and Cookies

SafeTalk Telehealth requires both JavaScript and cookies to function correctly.

Make sure:

• JavaScript is enabled (Click for a guide)
• Cookies are allowed, especially for app.safetalk.space

Allow Camera and Microphone Access

When joining a telehealth session for the first time, your browser will ask for permission to access your camera and microphone.

Verify that:

• Camera access is set to Allow.
• Microphone access is set to Allow.
• The correct camera is selected if multiple cameras are connected.
• The correct microphone is selected if multiple microphones are connected.

If you accidentally blocked access, you’ll need to reset your browser permissions.

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Reset Camera & Microphone Permissions (By Browser)

If your camera or microphone is not working, follow the steps below or use the official browser guides.

Google Chrome / Edge

1. Open the site: https://app.safetalk.space
2. Click the lock icon in the address bar
3. Click on Website Settings
4. Set Camera and Microphone to Allow
5. Refresh the page

Official guide: https://support.google.com/chrome/answer/2693767

Safari (macOS)

1. Open the site: https://app.safetalk.space
2. Click the icon in the address bar
3. Select Camera and Microphone
4. Find app.safetalk.space and set both to Allow
5. Reload the page

Official guide: https://support.apple.com/en-my/guide/safari/ibrwe2159f50/26.0/mac/26

Reset Permissions Quickly (All Browsers)

If your camera or microphone still isn’t working:

1. Clear the site permissions for app.safetalk.space.
2. Refresh the page.
3. Rejoin the telehealth session.
4. Allow camera and microphone access when prompted.

This resolves most permission-related issues.

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Improve Audio & Video Quality

Poor audio or video quality is often caused by device settings, internet speed, or browser performance. This guide explains how to improve your telehealth experience.

For the best experience:

• Use a quiet, well-lit room.
• Wear headphones to reduce echo and background noise.
• Close unnecessary browser tabs.
• Close applications you’re not using.
• Position your camera at eye level.

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If the Other Person Cannot Hear You Clearly

If the other person is having trouble hearing you, especially when you are in a very quiet room, noise cancelling may be making your voice sound worse or cut off.

To fix this:

1. While in your telehealth session, click Settings.
2. Find Enhanced Noise Cancelling.
3. Turn it Off.
4. Continue your session and test your microphone again.

If Your Video Quality Suddenly Gets Worse

Background effects require additional processing and can reduce video quality.

If your video becomes blurry or unstable:

• Disable Background Blur.
• Remove any Custom Background.

To do this:

1. Open Settings during your session.
2. Set Custom Background to None.
3. Keep your room well lit for the best camera quality.

General Tips

To ensure the best telehealth experience:

• Use a stable Wi-Fi or wired internet connection.
• Avoid downloading or streaming large files during your session.
• Keep your browser up to date.
• Close unnecessary applications before joining your appointment.

Still Need Help?

If you’ve tried the steps above and are still experiencing problems, please contact SafeTalk Support with:

• Use a stable Wi-Fi or wired internet connection.
• Avoid downloading or streaming large files during your session.
• Keep your browser up to date.
• Close unnecessary applications before joining your appointment.