In this article, we'll address the most common questions about troubleshooting video consultations.
Table of Contents:
1. What if I accidentally close the consultation, can I go back?
2. Can I join from my phone?
3. Can I use it on Safari?
4. What if I do not have a camera, will it still work?
5. Can I record the video consultation?
6. Will it be stored in the client card after finishing it?
7. What if my client is struggling to connect?
1. What if I accidentally close the consultation, can I go back?
Yes, you can. If you are a doctor, you can access the video conference from the calendar. Click on the appointment and in the appointment context menu, click on "Join with Pabau Video".
Additionally, you can access the client's client card and navigate to the "Appointments" tab. Locate the Video Consultation appointment, then click on the three vertical dots on the right-hand side. A "Join with Pabau Video" button will appear, enabling you to join the consultation directly from there.
If your patient accidentally closes the video consultation, they can easily access it again. They simply need to log into their email address and click on the link provided in the appointment confirmation email.
2. Can I join from my phone?
We advise that doctors join the Video Consultation from their computers to see the client card, timeline, or other areas of the system you may need to use simultaneously.
Patients can join from a mobile device by accessing the email where they received the Video Consultation link.
The doctor can join the consultation from any device by logging into Pabau. They can navigate to the Calendar, click on the appointment, and then select "Join with Pabau Video".
3. Can I use it on Safari?
Yes, Pabau can be opened from any browser. If you are joining the video consultation from a Mac or iOS device you can use Safari.
4. What if I do not have a camera, will it still work?
If you do not have a camera, the video consultation will still work, however, the patient will not be able to see you.
5. Can I record the video consultation?
As per our GDPR policy, session recording is not an available option.
6. Will the recording be stored in the client card after finishing it?
The video consultation will not be recorded. However, the appointment will be stored in their client card and you'll be able to see it as a past appointment.
7. What if my client is struggling to connect?
If your client says they cannot connect, firstly, ask them what kind of device they are using - is it a laptop/desktop or an iPad/iPhone?
If they are using an iPhone/iPad, ask them to log in to their email address, open their email confirmation, and click the link to access the video consultation.
If your client uses a computer or laptop and cannot see or hear you during the consultation, or you cannot see or hear them, please confirm that you both have allowed audio and camera access within your browsers.
If you or your client gets this message when opening video conferencing, pleas check your browser settings, as your device has probably blocked access to your camera and/or microphone.
Steps you and your clients need to follow to allow camera and microphone access, depending on your browser:
Chrome
Open Chrome and click on the three vertical dots in the top-right corner of the screen. Select "Settings", then click on "Privacy and security" in the left sidebar menu.
If the camera and microphone settings are set to "Don't allow sites to use your camera," change the status to "Sites can ask to use your camera" by selecting that option.
Your camera and microphone settings should look like this:
Next, please return to the video conference tab and reload the page by clicking on the "Reload" button in the top-left corner of the screen.
The site will ask for permission to use the camera and microphone. Click on "Allow" in both cases.
If you or your client are accessing the virtual appointment via Chrome but on a mobile device, please follow these steps:
1. On your Android device, open the Chrome app .
2. To the right of the address bar, tap More 
3. Tap Site Settings.
4. Tap Microphone or Camera.
5. Tap to turn the microphone or camera on or off.
If you see the site you want to use, in this case, "conference.pabau.com" under Blocked, tap the site Access your microphone Allow.
Safari
1. After accessing "conference.pabau.com", select the red camera icon located near the right side of your search bar.
2. Change the camera and microphone access to Always Allow.
3. Refresh the browser tab (CTRL + R).
To reset the camera and microphone on your MacBook or iMac:
1. Open Safari Settings.
2. Navigate to Websites.
3. Go to the Camera and Microphone tabs.
4. Change access to Allow.
5. Restart Safari.
If you are using an iOS device, when you initially enter the meeting, you will be prompted to enable your camera and microphone. Please be sure to select Allow. If you need to reset permissions to a blocked camera or microphone, please follow these steps:
1. While you are on the "conference.pabau.com" website, tap the "AA" icon in the address bar.
2. Click on "Website Settings".
3. Click on "Microphone or Camera", and a pop-up box will appear. Click "Allow".
4. Refresh the page.
For more guides, refer to related articles below, select additional guides, or use the search bar at the top of the page. These guides will help you get the most out of your Pabau account.
Additionally, to help you fully utilize and understand your Pabau account, we recommend exploring additional guides and resources offered at the Pabau Academy. It offers in-depth video tutorials and lessons, offering a holistic learning experience that can equip you with the essential skills for achieving success with Pabau.