Why can’t I hear my doctor during a video consult?

If you can’t hear your doctor, it’s usually your volume, your browser settings, a Bluetooth device, or your speaker settings. Here’s how to check each one. 

How do I check my sound settings on an Android device? 

1. Turn up your volume using the volume buttons. 

2. Make sure your phone isn’t on silent or quiet mode. 

3. Disconnect any Bluetooth headphones or speakers you’re not using. 

4. Go to Settings > Apps, choose your browser, and check it has microphone access. 

5. Refresh the call page or rejoin the call. 

6. If you’re using headphones, check they’re properly connected. 

How do I check my sound settings on an iPhone or iPad? 

1. Turn up your volume using the side buttons. 

2. Turn off Silent Mode if it’s on. 

3. Disconnect any Bluetooth devices you’re not using. 

4. Go to Settings and check your browser has microphone access. 

5. Refresh the call page and try again. 

6. If you’re wearing headphones, check they’re properly connected. 

How do I fix audio issues in a desktop browser? 

First, check your speakers or headphones are connected and your volume is up. 

Google Chrome 

1. Click the padlock icon next to the website address. 

2. Check microphone access is set to Allow. 

3. Check Chrome is using the right speaker and microphone in your computer’s sound settings. 

4. Refresh the page. 

Microsoft Edge 

1. Click the padlock icon in the address bar. 

2. Allow microphone access. 

3. Check your computer’s sound settings. 

4. Refresh the page. 

Apple Safari 

1. Choose Allow if asked for microphone access. 

2. Go to Safari > Website Settings next to the website address and check microphone access is on. 

3. Check your Mac’s sound settings. 

4. Refresh the page. 

Mozilla Firefox 

1. Click the microphone icon in the address bar. 

2. Check microphone access is allowed. 

3. Check your computer’s sound settings. 

4. Refresh the page. 

What should I do if I still can’t hear my doctor? 

Try these, in order: 

1. Refresh the call page. 

2. Leave and rejoin the call using the same link. 

3. Restart your browser. 

4. Restart your device. 

5. Try a different browser. 

6. Disconnect and reconnect your headphones. 

7. Switch to a different device, if you can. 

If none of this works, your call can continue by phone, if that’s suitable for your appointment. 

Still experiencing audio issues? Contact Hola Health Support. 

If the steps above didn’t fix it, our support team can help detect technical issues and guide you on the appropriate next steps. Contact support@hola.health.