There are a few reasons that can cause a black screen when you share your camera.
1. When the telehealth visit is entered, please register as indicated with your full name and email address. Follow the prompts on the screen. Make sure you click on "Continue to Webinar / Meeting". If this button is not clicked, you have not fully entered the meeting or telehealth appointment and will see a black screen.
2. A black screen can appear if your camera is broken or installed incorrectly. Test your camera with our system checker here. If that does not work, refresh the page or restart the browser.
3. Your internet speed may be slower than necessary. This can prevent your camera from loading. To check your internet speed, use the system checker here.
If your speed is below 10 Mbps upload or download, we recommend joining via Dial-In
4. Opening another app (like answering an incoming call) will temporarily interrupt the video and microphone. After going back to the Telehealth Visit screen, the best thing for both the provider and the patient to do is to refresh the page.
- The provider should refresh a patient's browser remotely from the host control panel. Click the patient's name, and then select Refresh Attendee's Browser.
- Then, the provider should refresh their tab by clicking the refresh button.
- It will take about 30 seconds to reload the page and reconnect.
5. A black screen may also happen if the incorrect device was selected when allowing the camera, or if you have a camera privacy cover on your device. Go to settings to choose a different device.