How can we help you?
My patient can’t hear me
Allow access to the microphone
To participate in a video session, you must allow PsyCare to access your camera and microphone. You may have accidentally clicked Block, preventing your patient from hearing you. Click here to see how to allow access to your camera and microphone.
Your microphone is currently being used by other software
PsyCare cannot use the camera or microphone because they are being used by other software..
If you only have a camera or microphone, make sure you close any other software that is using them (e.g.. Skype, Whatsapp Web, Microsoft Teams, FaceTime…) or turn off and on your PC or smartphone again.
If you have multiple cameras or microphones, you can choose which one to use:
1. Inside the waiting room, select the audio or video input you want from the drop-down menus and refresh the page.
2. If you are already in the virtual room, open the side column and, in the tab 
Settings, select the devices you want to use from the drop-down menus. Finally, refresh the page.
Your patient's audio output is currently being used by another software
PsyCare cannot use the audio output because it is being used by other software..
Ask your patient to make sure they close any other software they are using (e.g.. Skype, Whatsapp Web, Microsoft Teams, FaceTime…) or ask him to restart his PC or smartphone.
Your patient's audio output is not the one he is using
If your patient is using a PC and has more than one audio output (e.g.. headphones and built-in computer speakers), you may have set the audio output to the one you are not using.
Windows 10
To select the correct audio output:
1. Click on the icon 
Speakers in the bottom right bar
2. Then click on the name of the audio output and select the one you want to use.
MacOS
To select the correct audio output:
1. Click on 
Apple > System Preferences and then click on Security and Privacy
2. Select the device you want to use from the audio output device list.
Make sure your microphone is not muted
Inside the video session, the microphone icon in the bottom bar must not be crossed out but rather look like the image you see below.
If you are using a headset, make sure you have not muted the microphone using the headset button.
Does your patient have the speakers turned on?
Ask them to check that they haven’t muted the sound or turned the volume down too low. If they’re using external speakers, ask them to check that they’re turned on and that the cable is plugged in properly.
Update your browser to the latest available version
Make sure your browser is updated to the latest version. Click here to see how.
Change browser
If you are unable to use PsyCare, try using another browser (especially if you use Safari).
Do you have a microphone?
To take online sessions, you need a microphone. If your PC doesn’t have one, make sure the cable is properly plugged in and the microphone is turned on.
Check your antivirus, firewall, or parental controls
Make sure psycare.it is not among the sites blocked by your antivirus, firewall, or parental controls.
Close and reopen your browser or restart your device
Close and reopen your browser and log back into PsyCare. Alternatively, restart your device.
