UWHealth Employees: For useful tips on how to get started and troubleshooting your Vidyo experience, please check:
UW Health Service Now Telemedicine Knowledge Base

For other UWHealth Employee support issues, please contact the UW Health Help Desk or submit a ticket via
UW Health Service Now

TROUBLESHOOTING FOR ANY USERS OF UWHEALTH VIDYO PLATFORM:
ALL SOLUTIONS BELOW ARE GENERIC AND CROSS PLATFORM - FOR SPECIFICS, CONSULT YOUR HARDWARE DOCUMENTATION/SUPPORT

Troubleshooting issues being seen (Webcam Issues):
1. Has your Device/Computer been rebooted recently? If not, do so.
2. Does the app (VidyoConnect or Chrome) have access to use the Camera? This is usually mentioned the first time you try to connect. If you deny it permission, it may not ask again - you may need to go into the settings to check for that permission
3. Is another application currently trying to use the camera? Typically the camera can only be used by 1 application at any given time. Close any other video related applications (or reboot) and try again.
4. Is your camera 'muted' in Vidyo? Look for the camera icon on the bottom of the Vidyo window - if its red with a line thru it, click once to unmute (it will turn white and the strike-thru will go away.)
5. Is Vidyo trying to use the correct Camera? Most devices only have one camera, but if you have more than one, you can check this in Vidyo's setting gear in the upper Right corner. Under Device Settings or Audio/Video (depending which Vidyo client you are using.)

Troubleshooting issues hearing others (Speaker Issues):
1. Has your Device/Computer been rebooted recently? If not, do so.
2. Is your volume turned up on your device/PC?
3. Is your speaker muted in Vidyo? Look for the speaker icon on the bottom of the Vidyo window - if its red with a line thru it, click once to unmute (it will turn white and the strike-thru will go away.)
4. Is Vidyo trying to output to the audible device you are listening too? You can check this in Vidyo's setting gear in the upper Right corner. Under Device Settings or Audio/Video (depending which Vidyo client you are using.)
5. If using wired headphones is the volume turned down 'in-line'? Many wired headsets have a device control along the wire that let you more easily control it, sometimes those controls accidentally get set incorrectly.

Troubleshooting issues with others hearing you (Microphone Issues):
1. Has your Device/Computer been rebooted recently? If not, do so.
2. Is your microphone muted on your device/PC?
3. Is your microphone muted? Most external mics have a mute button that can be toggled on or off. Also many wired headsets have a device control along the wire that let you more easily control it, sometimes those controls accidentally get set incorrectly.
4. Is your microphone muted in Vidyo? Look for the microphone icon on the bottom of the Vidyo window - if its red with a line thru it, click once to unmute (it will turn white and the strike-thru will go away.)
5. Is Vidyo trying to listen to the correct microphone? You can check this in Vidyo's setting gear in the upper Right corner. Under Device Settings or Audio/Video (depending which Vidyo client you are using.)