Troubleshooting Guide
Updated: June 1, 2020
Using Vidtu to communicate relies on your Internet browser having access to your camera and microphone.
Without this of course others won’t see or hear you!
Quite rightly browsers ask your permission before allowing Vidtu access, if you “Allow” at each question, all will be well. If you have selected “Deny” at any stage, then alas you will have prevented your browser from connecting you to the consultation room correctly. Unfortunately most browsers ‘remember’ the setting. So even if you try all over again, it won’t ask you to Allow/Deny camera/mic access again - your “Deny” answer will persist.
Not to worry - resetting is the way to fix this. All you need to do is to find where the settings are on your browser/device, and remove the remembered setting. Then join the room again, and it will ask you again to Allow or Deny access to your camera and microphone. If you answer Allow, you will be able to connect easily.
From the list below, please select which combination of Device - Operating System - Browser you are using. Detailed instructions for each are shown. If yours isn’t listed that means your browser isn't supported for web conferencing.
Quite rightly browsers ask your permission before allowing Vidtu access, if you “Allow” at each question, all will be well. If you have selected “Deny” at any stage, then alas you will have prevented your browser from connecting you to the consultation room correctly. Unfortunately most browsers ‘remember’ the setting. So even if you try all over again, it won’t ask you to Allow/Deny camera/mic access again - your “Deny” answer will persist.
Not to worry - resetting is the way to fix this. All you need to do is to find where the settings are on your browser/device, and remove the remembered setting. Then join the room again, and it will ask you again to Allow or Deny access to your camera and microphone. If you answer Allow, you will be able to connect easily.
From the list below, please select which combination of Device - Operating System - Browser you are using. Detailed instructions for each are shown. If yours isn’t listed that means your browser isn't supported for web conferencing.
Desktop/Laptop - Windows - Microsoft Edge
Unless your version of Edge is up to date, you won’t be able to connect properly. Either update your version of Edge (see below for the ‘circular’ Edge logo - marked in red), or download another browser like Google Chrome.
Once you're on the newest version of Edge, simply click on the 3-dots on the top-right corner and then click on Settings (see image below).
Next, click on Site Permissions, then you will have to repeat the next step for both the Camera and Microphone.
Click on Camera,
Make sure you select the proper device from the drop-down, and that the Ask before accessing is turned ON.
and then in the Blocked section, look for the entry that has vidtu in it. Click on the delete icon next to it (in orange).
Click on Site Permissions again, and this time click on Microphone.
Again, make sure you select the proper device from the drop-down, and that the Ask before accessing is turned ON.
and then in the Blocked section, look for the entry that has vidtu in it. Click on the delete icon next to it (in orange).
Next, open the room link that was sent to you. After entering the required details and clicking on the Join room button, you will be asked to perform the permissions test.
When asked via a pop-up (check image below), click on Allow.
Once you can see yourself and see hear yourself, simply click on the Join button and you should be in your meeting room with working video and audio.
Desktop/Laptop - MacOS - Safari
On Safari, simply click on Safari (top-left corner) and then click on Preferences (see image below).
Next, click on Websites, then you will have to repeat the next step for both the Camera and Microphone.
Click on Camera, and look for the vidtu entry.
Once you've found the correct entry, click on the drop-down and change it from Deny to Allow (in orange).
Once you've found the correct entry, click on the drop-down and change it from Deny to Allow (in orange).
Then click on Microphone. Again, look for the vidtu entry.
Once you've found the correct entry, click on the drop-down and change it from Deny to Allow (in orange).
Once you've found the correct entry, click on the drop-down and change it from Deny to Allow (in orange).
Next, open the room link that was sent to you. After entering the required details and clicking on the Join room button, you will be asked to perform the permissions test.
Since you've allowed the permissions, you should be able to see yourself in the video box and hear yourself.
Once you can see yourself and see hear yourself, simply click on the Join button and you should be in your meeting room with working video and audio.
Once you can see yourself and see hear yourself, simply click on the Join button and you should be in your meeting room with working video and audio.
Desktop/Laptop - Windows/Linux/macOS - Google Chrome
In Chrome, simply click on the 3-dots on the top-right corner and then click on Settings (see image below).
Next, click on Privacy and Security and then click on Site Settings, then you will have to repeat the next step for both the Camera and Microphone.
Click on Camera,
Make sure you select the proper device from the drop-down, and that the Ask before accessing is turned ON.
and then in the Blocked section, look for the entry that has vidtu in it. Click on the delete icon next to it (in orange).
Click on the back button, and this time click on Microphone.
Again, make sure you select the proper device from the drop-down, and that the Ask before accessing is turned ON.
and then in the Blocked section, look for the entry that has vidtu in it. Click on the delete icon next to it (in orange).
Next, open the room link that was sent to you. After entering the required details and clicking on the Join room button, you will be asked to perform the permissions test.
When asked via a pop-up (check image below), click on Allow.
Once you can see yourself and see hear yourself, simply click on the Join button and you should be in your meeting room with working video and audio.
Desktop/Laptop - Windows/Linux/macOS - Mozilla Firefox
In Firefox, simply click on the 3-bars on the top-right corner and then click on Options (see image below).
Next, click on Privacy and Security and then scroll down to the Permissions section, then you will have to repeat the next step for both the Camera and Microphone.
Click on the Settings button next to Camera, in the search-bar type vidtu.
Once you've found the correct entry, click on the drop-down and change it from Block to Allow (in orange).
Then click on Save changes.
Now click on the Settings button next to Microphone.
Again, once you've found the correct entry, click on the drop-down and change it from Block to Allow (in orange).
Then click on Save changes.
Next, open the room link that was sent to you. After entering the required details and clicking on the Join room button, you will be asked to perform the permissions test.
Since you've allowed the permissions, you should be able to see yourself in the video box and hear yourself.
Once you can see yourself and see hear yourself, simply click on the Join button and you should be in your meeting room with working video and audio.
Once you can see yourself and see hear yourself, simply click on the Join button and you should be in your meeting room with working video and audio.
Mobile - Android - Google Chrome
On Chrome, simply click on the 3-dots on the top-right corner and then click on Settings. Then find and click on Site Settings (see images below).
Then find and click on Site Settings (see images below).
Under Site Settings, click on Camera or Microphone (any one is fine, we can see settings for both in the following steps).
Make sure the Ask first before allowing sites to use your camera is toggled ON.
Find and click on the entry for vidtu (you can either use the search button OR scan through the list of blocked sites).
Now click on Access your Camera.
Set it to Allow (as shown in the image below).
Now simply click on Access your microphone.
Again, set it to Allow (as shown in the image below).
Next, open the room link that was sent to you. After entering the required details and clicking on the Join room button, you will be asked to perform the permissions test.
Since you've allowed the permissions, you should be able to see yourself in the video box and hear yourself.
Once you can see yourself and see hear yourself, simply click on the Join button and you should be in your meeting room with working video and audio.
Once you can see yourself and see hear yourself, simply click on the Join button and you should be in your meeting room with working video and audio.
Mobile - Android - Mozilla Firefox
For Firefox, you'll need to change the permissions from Android's in-built Permissions Manager.
To access this Permissions Manager, simply open the Settings app on your Android device. Find and click on Apps and Notifications/All Apps.
In this new window, find and click on App Permissions/Permissions.
Under this Permissions Manager, you should be able to see entries for Camera and Microphone.
To begin, click on Camera first.
Find and click on the entry for Firefox (you can either use the search button OR scan through the list of denied apps).
Now set the camera access to Allow (as shown in the image below).
Now, go back and this time click on Microphone.
Again, find and click on the entry for Firefox (you can either use the search button OR scan through the list of denied apps).
Now set the microphone access to Allow (as shown in the image below).
Next, open the room link that was sent to you. After entering the required details and clicking on the Join room button, you will be asked to perform the permissions test.
Since you've allowed the permissions, you should be able to see yourself in the video box and hear yourself.
Once you can see yourself and see hear yourself, simply click on the Join button and you should be in your meeting room with working video and audio.
Once you can see yourself and see hear yourself, simply click on the Join button and you should be in your meeting room with working video and audio.
Mobile - Android - Samsung Internet
For Samsung Internet, you'll need to change the permissions from Android's in-built Permissions Manager.
To access this Permissions Manager, simply open the Settings app on your Samsung device. Find and click on Privacy.
In this new window, find and click on the Permissions Manager.
Under this Permissions Manager, you should be able to see entries for Camera and Microphone.
To begin, click on Camera first.
Find and click on the entry for Samsung Internet (you can either use the search button OR scan through the list of apps).
Now set the camera access to Allow (as shown in the image below).
Now, go back and this time click on Microphone.
Find and click on the entry for Samsung Internet (you can either use the search button OR scan through the list of apps).
Now set the microphone access to Allow (as shown in the image below).
Next, open the room link that was sent to you. After entering the required details and clicking on the Join room button, you will be asked to perform the permissions test.
Since you've allowed the permissions, you should be able to see yourself in the video box and hear yourself.
Once you can see yourself and see hear yourself, simply click on the Join button and you should be in your meeting room with working video and audio.
Once you can see yourself and see hear yourself, simply click on the Join button and you should be in your meeting room with working video and audio.
Mobile - iOS - Safari
For Safari, you'll need to change the permissions from Safari's in-built Website Settings.
To access these Website Settings, simply open the Settings app on your iPhone. Find and click on Safari.
In this new window, find the Website Settings section. In this section, you should be able to see entries for Camera and Microphone.
To begin, click on Camera first.
Now set the camera access to Allow (as shown in the image below).
Now, go back and this time click on Microphone.
Now set the microphone access to Allow (as shown in the image below).
Next, open the room link that was sent to you. After entering the required details and clicking on the Join room button, you will be asked to perform the permissions test.
Since you've allowed the permissions, you should be able to see yourself in the video box and hear yourself.
Once you can see yourself and see hear yourself, simply click on the Join button and you should be in your meeting room with working video and audio.
Once you can see yourself and see hear yourself, simply click on the Join button and you should be in your meeting room with working video and audio.
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