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Troubleshooting Vision virtual care

Fixes for the most common audio, video and connection problems on a Vision call.

What this is: quick fixes for problems on a Vision call, organised by what you are seeing or hearing.

Who it’s for: anyone running a consult on a Visionflex station, mobile kit or own computer.

For general hardware fixes (power, peripherals, frozen software), see Troubleshooting: hardware and software in your Aged Care or Remote and Primary Care section.

Joining a call for the first time

  • Refresh the browser so the permissions apply.
  • If the camera or microphone is blocked, click the padlock icon in the address bar, open Permissions for this page, allow both, then refresh.

You hear an echo

  • Use the same device for input and output, for example the speakerphone for both.
  • Or switch to a headset.

You can’t hear the others

  • Look at the green line under their video. If it moves when they speak, their microphone is working and the problem is at your end.
  • Click Settings in the Vision toolbar, check the speaker, then turn on Set as default pair.
  • Check the speakerphone or headset is connected, switched on and not muted.
  • Right-click the volume icon near the clock and check the volume. Reconnect the device and refresh the browser.

The others can’t hear you

  • Look at the green line under your video. If it moves when you speak, your microphone is working and the problem may be at their end.
  • Click Settings in the Vision toolbar, check the microphone, then turn on Set as default pair.
  • Check the speakerphone or headset is connected, switched on and not muted.
  • Check Windows sound settings, then reconnect the device and refresh.

The others can’t see you

  • Click Settings in the Vision toolbar and check the right camera is selected. Turn on Set as default pair.
  • Check the camera isn’t in privacy mode and no shutter or lens cover is in the way.
  • Close Microsoft Teams or any other app that might be using the camera.
  • Unplug and reconnect the webcam, then refresh the browser.

The stethoscope sounds are missing or weak

  • Plug in the stethoscope and headphones before you open TrueSteth.
  • In Windows sound settings, set the PCP-USB input to about 80%.
  • Check the headphone output is loud enough and the headphones are selected as Audio Out.
  • Reconnect the device and refresh the browser.

A clinical camera doesn’t show in ProEX

  • Reconnect the camera, go back to Exam Mode, then open Camera again.
  • Check the camera is selected in Device Settings.

The picture is poor, jittery or keeps dropping

  • Click the refresh button in the Vision toolbar to reconnect the feeds.
  • On a slow connection, Vision keeps the image sharp rather than smooth, so it may drop frames. Close other apps, move closer to the Wi-Fi or use a wired connection.
  • Run the pre-call network test to check your bandwidth and network settings.
  • If your network blocks video, send your IT team the Network and environment configuration guide.

The patient is stuck in the lobby

Click More (…), then Participants, and click Admit.

Still stuck?

Call the clinician on their direct line so the consult can continue by phone, then log a support ticket. Tell us:

  • the date, time and location of the session
  • the station or device you were using
  • the connection type (Wi-Fi, wired or mobile)
  • any error message, and a screenshot if your policy allows.

See Getting support and training.

Related guides

Need help?

Your Visionflex team is here to support your rollout, training and day-to-day use.

Visionflex support: visionflex.com/support | support@visionflex.com | +61 2 8914 4000 (9am to 5pm AEST)

Visionflex acknowledges the Traditional Custodians of Country throughout Australia and pays respect to Elders past, present and emerging.