Before your appointment
If you're worried about being able to connect to your appointment, here are a couple of things you can do before your appointment to make sure everything goes smoothly:
- Make sure that you have a stable internet connection
- Make sure your phone or laptop is fully charged
- Check your settings to make sure that any external headphones or cameras are properly connected to your device (whether by bluetooth or plugged in)
- You are in a reasonably quiet space
- Enter your appointment a bit early to test your video and microphone are working
If you want to triple check, feel free to contact our team to do a test appointment a couple days before your first appointment.
Troubleshooting during your appointment
If you can see your clinician in the appointment but they can’t hear or see you, work through the following steps to resolve the issue.
1. Ensure your camera and microphone are enabled inside the appointment
If you see a line passing through the microphone or camera icons this means they are disabled. To enable, click the icon and the line should disappear
✅ Enabled
❌ Blocked
2. Check your audio and video are linked to the correct source
Sometimes audio issues can occur because your microphone is linked to wireless headphones not your laptop or vice versa.
Click the little "up" arrow next to the microphone or camera icons to check the source and change if required.
3. Check your system settings
In your computer’s settings, make sure the browser you are using to access the Kantoko platform has permission to access your camera and microphone.
4. Check your browser settings
In the settings of your chosen browser, make sure the Kantoko website is permitted to access your camera and microphone
Still not working?
Send us a message at support@kantoko.com.au and one of our team will be in touch.