Skip to content
  • There are no suggestions because the search field is empty.

My camera isn't working — what do I do?

This help article outlines what to do to test your camera connectivity

HealthBank's video consultations run directly in your browser, so most camera and microphone issues come down to browser permissions rather than a problem with your device. Follow these steps to get it working again.

Step 1: Check your browser permissions

Your browser needs explicit permission to access your camera and microphone. If you dismissed or blocked this request previously, HealthBank won't be able to access your camera even if it works fine in other apps.

  • Look for a camera/lock icon in your browser's address bar.
  • Click it and make sure Camera and Microphone are both set to Allow.
  • If they're set to Block, change this and refresh the page.

(Note: exact steps vary slightly by browser — Chrome, Safari, and Edge each show this slightly differently. Worth confirming whether you want browser-specific sub-sections here, since a screenshot per browser would help a lot.)

Screenshot 2026-10-02 at 12.25.30 pm

Step 2: Check your operating system permissions

Some operating systems (particularly macOS) also require camera/microphone access to be granted to your browser at the system level, separate from the browser's own permission prompt.

  • On Mac: System Settings → Privacy & Security → Camera/Microphone → ensure your browser is enabled.
  • On Windows: Settings → Privacy & Security → Camera/Microphone → ensure your browser is enabled.

Step 3: Test your devices in HealthBank

HealthBank has a built-in test page so you can check everything is working before your next consultation:

  1. Go to Settings in your dashboard sidebar.
  2. Select the Services tab, then Video.
  3. You'll see a live preview of your camera, along with dropdowns to select your Camera, Microphone, and Speaker.
  4. If your camera feed doesn't appear, or the wrong device is selected, use the dropdowns to choose the correct device.

Still not working?

  • Make sure no other application (Zoom, Teams, FaceTime, etc.) is currently using your camera — most browsers can't access a camera that's already in use elsewhere.
  • Try closing and reopening your browser, or testing in a different browser, to rule out a browser-specific issue.
  • If the problem persists, contact our support team with the browser and device you're using so we can investigate further.