How can we help you?
Webcam/Microphone Consents and Permissions
Below are the most common browser problems that other users, like you, have encountered.
You can always send an email to help@psycare.it to contact support and help you resolve the problem.
Personal Computer/MAC OS
Chrome
1. While remaining in the waiting room, click on 
in the top bar of the browser
2. Next to the camera and microphone, move the switch to the right to make them active.
3. Reload the page to update the changes.
Alternatively:
1. Click on 
at the top right of the browser bar and access the Settings
2. In the side menu, select Privacy and Security
3. Click on Site Settings
4. In the list of sites below Recent activities click on therapist.psycare.it (or patient.psychare.it in case you are a patient)
5. Make sure that next to Camera And Microphone the item selected in the drop-down menu is Allow
6. Reload the page to update the changes.
If it still doesn’t work:
1. Click on at the top right of the browser bar and access the Settings
2. In the side menu, select Privacy and Security
3. Click on Site Settings
4. Scroll down the page until you get to the section Authorizations and select Camera
5. Make sure that in Default behavior, the corresponding box is selected Sites may ask for permission to use your camera
6. Check that in Custom behaviors, in the list of sites that cannot use the camera, PsyCare is not present, otherwise, click on 
to remove it from the list
7. Repeat the same steps for the Microphone
Firefox
1. While still in the waiting room, click on the video camera and microphone icon in the top bar of your browser.
2. Click on both 
next to Temporarily blocked
3. In the waiting room screen, click again on Enter and allow PsyCare to use your camera and microphone. We recommend clicking on Remember this choice so you don’t have to repeat this step every time you use PsyCare for a video session.
If the popup doesn’t reappear:
1. Click on 
at the top right of the browser bar and access the Settings
2. In the side menu, click Privacy and Security
3. Scroll down the page until you reach the section Permits
4. In correspondence with Camera, click on Settings
5. Here you can choose which sites are allowed to use the camera. Make sure PsyCare isn’t among the blocked sites.
6. Also check that the checkbox is Block new requests for camera access is deactivated
7. Repeat the same steps for the microphone.
Microsoft Edge
1. While remaining in the waiting room, click on 
in the top bar of the browser
2. Under Camera and Microphone, click on the drop-down menu and select Allow
3. Reload the page to update the changes.
If it still doesn’t work:
1. Click on 
at the top right of the browser bar and access the Settings
2. In the side menu, select Cookies and site permissions
3. Scroll down the page until you get to the section Site permissions > All permissions and select Camera
4. Make sure the switch related to Request before access (recommended) be moved to the right and therefore active
5. Check that in the list Block PsyCare is not present, if not, click on 
to remove it from the list
6. Repeat the same steps for the Microphone.
Safari
It is recommended that you use a browser other than Safari.
1. Click on Safari > Preferences
2. Click on Websites
3. Select Camera
4. Make sure that the item is selected for PsyCare.it Allow and that in correspondence with When you visit other websites, below the list, select the item Ask
5. Repeat the same steps for the Microphone
6. Close and reopen Safari.
Mobile
Chrome
1. While remaining in the waiting room, tap on 
in the top bar of your browser and select Authorizations
2. Make sure the switches next to Camera, Microphone And Audio are moved to the right and therefore active
If by tapping on If you see a message similar to the one below, it means that your device is blocking the app you are using to access PsyCare from using your camera and microphone..
To solve:
1. Tap the link Android Settings
2. Tap on Authorizations and on Camera
3. Select the box next to Allow
5. Repeat the same steps for the Microphone.
Safari
1. While remaining in the waiting room, click on 
in the browser bar and on Website settings
2. Make sure the entry next to Camera And Microphone is set to Allow, if not, click on Camera and on Microphone and select Allow.
3. Click on End.
Operating System
Windows
Make sure your camera and microphone are working properly. Once verified, check that your device has access to the camera and microphone:
1. Access your PC Settings by clicking on 
> 
Settings
2. Select 
Privacy > 
Camera
3. Make sure that camera access for your device is enabled, if not click on Edit to change the state.
4. Repeat the same steps for the 
Microphone.
MacOS
1. Click on 
Apple > System Preferences and then click on Security and Privacy
2. Click on the panel Privacy, then on Camera in the sidebar
3. Make sure the box next to the browser you use to access PsyCare is checked.
4. Close and reopen the browser.
