What you need
The best web browsers to use for this feature are:
You can use a headset if you have one.
Joining a virtual visit
Step 1: Open the email from your caregiver on your Android device.
Before the scheduled start time of your visit, your caregiver will send you an email that contains a button that you can click to open your video session.
The email will contain information about the timing of your visit, the service you are receiving, and the name of your caregiver. It will look something like this example email:
Step 2: click Join virtual visit.
When it is time for your visit, click the Join virtual visit button in the email you received.
The video session with your caregiver will open as a window in your web browser. If you are given the option to choose which browser to open the session in, make sure to select Safari.
Step 3: enable your microphone and camera (if not already enabled).
When you join the call, you may be prompted by Safari to enable your microphone and video. Depending on your device's settings, your microphone and camera may already be enabled.
Step 4: participate in the video call
Once your caregiver has joined the call and enabled their microphone and camera, you will be able to see and hear them. Your image will appear in the bottom right corner.
If your caregiver is not in the video session, you will see a message informing you that the caregiver has not yet joined the visit.
Call the number on the screen for the agency if your caregiver does not join the call for the next few minutes.
On the call, you can use the buttons at the bottom of the screen to hang up the call, switch the direction of your camera, mute your microphone, or turn on or off your video.
Press to hang up the call.
Press to switch the direction of your camera so that it is facing away from you rather than toward you.
Press to turn off your microphone so your caregiver cannot hear you.
Press to turn off your video camera so your caregiver cannot see you. You can turn your camera back on by selecting the same button.
You can also press the button to open this guide for help.
Step 5: end your virtual visit
When your visit is over, you or your caregiver can hang up to end the call by pressing the red button.
When you hang up, you will receive a message informing you that your virtual visit has ended.
If your caregiver hangs up, you will receive a message indicating that the caregiver has hung up.
If the visit is not supposed to be over, call the number provided in the message. Otherwise you can press the hang-up button and click to close out of the window.
Having problems joining a virtual visit from an Android device? Check out these troubleshooting tips for the following scenarios:
- I can't get my microphone and/or camera to work
- I received a message that my virtual visit is expired
I can't get my microphone and/or camera to work
If you receive the following message on Android mobile, it is because you need to make changes to your settings before you can join the video session: Please allow access to the Camera and Microphone and try publishing again.
To fix this issue, open settings on your phone and search for the camera:
Tap the top option to open the list of apps that have access to your camera:
If the web browser you are using (Chrome or Firefox) is not in the allowed list, scroll down to find it in the denied list, and tap.
You can now change Chrome or Firefox's permissions for your camera from Deny to Allow.
You can repeat these steps for the microphone.
I received a message that my virtual visit is expired
If you try to click the Join virtual visit button in the email after the scheduled end time of the visit has passed, you will receive a message that the virtual visit has expired. If the visit did not happen as scheduled, please call the number provided to you in the message.
For additional help, please see the attached guide How to Join a Virtual Visit from Mobile Phone.