NSW Health - Technology and troubleshooting
Find out what you need to make a Video Call and what to do if you have any technical issues
Getting set up with Video Call is easy and you don't need any complicated or expensive technology. You can use everyday devices with a reliable internet connection (wifi, ethernet, 4/5G, satellite) to successfully participate in a Video Call.
This page has links to information regarding the basic requirements for Video Call and has links to our troubleshooting pages, should you encounter any issues. If you read the information below and need further assistance you can call our support team for help.
This flowchart explains the NSW Health support flow for healthdirect Video Call:
Click here to access a PDF version of this flowchart.
Click on the headings below to access more technical information
Known issues and limitations
The following issues may be experienced by NSW Health staff:
1. If you are not using healthdirect Video Call for over 60 minutes, your Single Sign On session will expire as a NSW Health security measure. You can either remain active or log back in when prompted. This issue is being looked at by NSW Health technical staff.
2. Some Android users may experience an issue where they cannot hear other participants in the call. If you are having issues, try the following options:
- Access the full volume setting in the settings on your device and increase the media volume.
Increase the volume for the two highlighted sliders
- If still having issues, in the Video Call screen click on the Settings cog to open the settings drawer:
- Click 'Select Microphone'.
- If you have 'Speakerphone' on the list, click on it.
- The sound should now play through the speaker and be clearly audible.
- This can happen when using the Samsung browser which may be set as the default browser on the phone but is not a preferred browser. Ensure you are using a recent version of a supported browser: Google Chrome, Microsoft Edge or Mozilla Firefox.
3. Clinician emails not matching what is in Stafflink: Confirm clinician emails in Outlook’s Global Address Book before adding clinicians to Video Call using their @health email address, and provide the link to a legal name change form in SARA where required.
4. "Enhance Videos in Microsoft Edge" setting can sometimes cause video to be displayed as a black screen:
To disable this setting go to the three dot menu and select settings. Search for “enhance videos” and disable the option.
Visit our Known Issues and Limitations page for more information.
DeleteFor health service providers:
- What do I need to make a Video Call?
- Recommended browsers
- Conduct a pre-call test
- Troubleshooting Guides
For IT staff assisting with Video Call
Need help?
- Resource Centre Homepage - use keywords to search our comprehensive knowledge base
- Contact the Video Call support team