Parents Evening: Troubeshooting Issues

Follow the steps in this guide if you're having trouble joining a video call. Usually, all it takes is selecting the Allow option when your web browser prompts for access to the camera and microphone.

Check your school firewall is allowing the connection

If you see the following message, a firewall or web-filter is blocking access to Video Appointments:

This can only be resolved by having the IT team follow this guide: Video Appointments: Network Requirements for Firewalls and Web-Filters

If you cannot wait for the IT team to allow the connection, try accessing the system using a different internet connection such as a smartphone over 4G.

Check you're using a compatible web browser

The following web browsers are supported for making video calls:

iPhone/iPad: Safari
Android: Chrome or Firefox
Windows: Chrome, Firefox, or Edge (latest version only)
Mac: Safari, Chrome, or Firefox

Check your camera and/or microphone is working

We recommend using a smartphone as all have a microphone, while most have a front-facing camera.

If you're using a laptop with a built-in webcam or a computer with a USB webcam, try checking your webcam works by opening the Camera application which should come pre-installed on your computer.
Remember to close any applications that are using the Camera, as it can only be used by one application at a time.

Check your web browser has access to the camera and/or microphone

When accessing video calls for the first time, your web browser should ask you if you wish to allow access to the camera and microphone.

If your camera and/or microphone is not detected, you'll see a message similar to this:

Please follow the suggestions below and then press Try Again.

Steps to try:

Try refreshing the page to see if the web browser prompts you for access to the camera and microphone.
If you're prompted for access, choose Allow.
Otherwise, continue to step 2.
Check if your web browser is blocking access to the camera and microphone and if so, unblock access.
The steps depend on which web browser you're using:
1. iPhone/iPad
  Safari - open Settings from the Home screen, then choose Safari, and scroll to the Camera & Microphone Access option.
2. Android
  Chrome - click here to view guide
  Firefox - click here to view guide
3. Windows
  Chrome - click here to view guide
  Firefox - click here to view guide
  Edge (latest version) - press the three dots in the upper right and choose Settings, press Site permissions on the left, followed by Camera and Microphone on the right. Ensure camera and microphone access isn't blocked for this website.
4. Mac
  Safari - click here to view guide
  Chrome - click here to view guide
  Firefox - click here to view guide