Tacklit telehealth runs directly in your web browser. There is nothing to download or install. For video and audio to work, your browser needs permission to access your device's camera and microphone. This article walks you through how to enable that access and what to do if something is not working.

Make sure you are using a supported, up-to-date browser. Tacklit telehealth works with the current versions of Google Chrome, Safari, Microsoft Edge, and Firefox. We recommend Chrome or Safari for the most reliable experience. If you are on an iPhone or iPad, use Safari.

You will also need a stable internet connection. For a smooth video call, aim for at least 2 Mbps upload and download speed. If you are on Wi-Fi, try to stay close to your router and avoid having too many other devices using the network at the same time.

The first time you join a telehealth session, your browser will show a pop-up asking for permission to use your camera and microphone. Select Allow. That is all you need to do in most cases. The session will start and you should be able to see and hear your practitioner.

If you accidentally clicked Block or Don't Allow, or if the pop-up did not appear, follow the steps below for your browser.

You can also go to Chrome Settings, then Privacy and security, then Site settings, and find Camera and Microphone there to manage permissions for all websites.

If the options are greyed out, check your Mac's system-level permissions. Open System Settings, go to Privacy and Security, then Camera and Microphone, and make sure Safari is listed and ticked.

This is important: on iPhone and iPad, Safari needs permission at the system level before it can ask you about individual websites.

If Camera or Microphone is set to "Deny" in these settings, the browser will never ask for permission and the session will not be able to access your camera or microphone. This is the most common issue we see on iPhones and iPads.

You can also type edge://settings/content/camera into the address bar to go directly to camera permission settings, or edge://settings/content/microphone for microphone settings.

Note: if you are using Edge in InPrivate mode, camera and microphone access may be blocked by default. Switch to a normal browsing window for your telehealth session.

You can manage all saved permissions in Firefox Settings, under Privacy and Security, then Permissions. Click Settings next to Camera or Microphone to see and change permissions for specific websites.

If you have granted permission but something is still not right, work through these steps.

Close other apps that use the camera. Your camera can usually only be used by one application at a time. Close Zoom, Microsoft Teams, FaceTime, or any other video app before joining your Tacklit session. On a computer, check your system tray for apps running in the background and close them fully.

Check that your device is not muted or physically blocked. Some laptops have a physical slider or switch that disables the camera. Make sure it is in the open position. Check that your microphone is not muted at the system level (look for a microphone icon in your taskbar or menu bar).

Use headphones or earbuds. If you are hearing echo or feedback during the call, plug in headphones. This prevents your microphone from picking up the sound coming from your speakers and is the single most effective fix for echo.

Check your internet connection. If your video is freezing, pixelated, or cutting out, the most likely cause is a slow or unstable connection. Try moving closer to your router, switching from Wi-Fi to mobile data (or vice versa), or closing other apps and browser tabs that might be using bandwidth. If video quality remains poor, your practitioner can suggest switching to audio-only for the session.

Update your browser. An outdated browser can cause compatibility issues. In Chrome, go to Help, then About Google Chrome. In Firefox, go to Help, then About Firefox. In Safari, update through the Mac App Store or by updating your iPhone or iPad. In Edge, go to Help and feedback, then About Microsoft Edge. Most browsers update automatically, but it is worth checking.

Try a different browser. If you are stuck, try opening the session link in a different browser. For example, if Firefox is giving you trouble, try Chrome. On iPhone or iPad, Safari is the only supported browser for telehealth.

Restart your browser or device. If nothing else has worked, close all browser windows and reopen the session link. If the issue persists, restart your computer or phone entirely. This clears any stuck processes that might be holding onto your camera or microphone.

Check for browser extensions. Some privacy or ad-blocking extensions can interfere with video calls. Try opening the session in an incognito or private window (where extensions are typically disabled). If it works there, one of your extensions may be the cause. You can disable extensions one by one to find which one is responsible.

Corporate or school networks. If you are connecting from a workplace or school network, the network's firewall may block video calls. Try switching to a personal Wi-Fi network or mobile data. If you need to use the corporate network, your IT department may need to allow video call traffic through the firewall.

If you have worked through the steps above and are still having trouble, use the Help button in your Tacklit account or let your practitioner know. Our support team can help troubleshoot further.