Troubleshooting

There are some common technical issues that may be experienced during a video call. Here are some tips to help.

If you would like to test your internet connection and setup using Zoom click here.

Still having issues?
Let us know by contacting us for further help or for more information about Telehealth, please visit the Health Navigator Telehealth or the New Zealand Telehealth Resource Centre sites.

Can’t hear others? Check your speakers/headset:
Is your volume turned up enough?
If your speakers are external, are they plugged in securely and switched on?
Is the correct speaker or headset selected? Check your settings.
Are you hearing an echo?
  • If using external speakers, position them further away from your computer and reduce the volume
  • A headset or headphones might get rid of the echo
If using an external microphone, is it plugged in securely and switched on?
Is your microphone muted? Check your device's audio settings
Is Zoom using the correct microphone?
Is correct microphone selected? Check correct audio input selected in settings
Is other software using the microphone?
  • Check if other software is also running, e.g. Skype
  • Quit any other applications. A computer reboot may also be required

Others can’t hear you? Check your microphone:
If using an external camera, is it plugged in securely and switched on?
Is correct camera selected? Check correct camera selected in settings
Is other software using the camera?
  • Check if other software is also running, e.g. Skype
  • Quit any other applications. A computer reboot may also be required

Can’t see? Check your web camera:

Poor image or sound quality? Check your internet connection:
Are others on the network using lots of bandwidth, i.e. other video calls in progress?
Is your modem/router (wireless network) working properly?
  • Move closer to the access point
  • Ideally you have line of sight and are close to an access point