Webcamconsult Support
Frequently asked questions (FAQ)
Webcam doesn't work
It can sometimes happen that your webcam does not work. In the case of Windows computers this will have to do with the fact that the webcam is blocked by something. Check the Microsoft support page about webcam settings on Windows 10:
https://support.microsoft.com/en-us/help/13753/windows-10-camera-does-not-work
Yes you can test your network connection, webcam and microphone anytime here
You will receive a clickable link by e-mail. In this e-mail for additional information about the use of Webcam Consult. Also, the entire procedure is described on our page 'clients'.
Webcamconsult is useful in many industries: for example, in health care, business and government. For each appointment where you do not have to physically meet and for appointment where it's nice to see each other and share files or screens. All within the safe environment of Webcamconsult.
Client in waiting room problems
Client not visible in waiting room, or not be able to start consultation can have the following causes:
1. Most common: the client has to wait because arrived too early and in the meantime starts doing something else in a browser or other app. Then he is indeed invisible in the waiting room. You can include this in the waiting room service announcement and warn that the waiting room window or tab is opened at least at the agreed time.
2. Client is not there yet; in that case you will see a gray tile in the waiting room as a sign that there is an appointment but not yet present
3. The client card is visible, but no start button. Then there is another session active that must first be closed, via home page (today)
4. If problems persist then in "my organization" - "advanced settings" enable the "force start" setting. You will be able to start the session from the waiting room area (gray tile) even if the client appears to be not in the waiting room. Or use the option below:
New feature "Force start"
We heard from some users that they encountered problems with the waiting room functionality. Clients / patients would end up in the waiting room via "start consultation" (in the email) but were subsequently not seen by the practitioner / doctor or the start button refused service, so that the consultation could not start. That is why we have developed an extra advanced setting in anticipation of the next version update, which can be found under "My organization" - "advanced settings":
Force start appointments
If the client does not appear in the waiting room, an appointment can be 'forced' to start with this button. The button is available in the gray tile (under the name of the patient / client) in the waiting room. The practitioner then starts the appointment without the client. If the client then clicks on the link or enters the waiting room, it is immediately forwarded to the active consultation room.
The "force start" function also works in the latest version (2.10) of the iOS app that is available in appstore since Feb 10 2021
There is a client in the waiting room (white card), but the practitioner cannot start a session with this client because the start button is missing.
In that case you must:
- check in the consultation room at the bottom right to see if another session is active. It should say "the consulting room is empty". If there is a name or "quick consult", then close with the red button.
- if in (rarely) occurring cases the red button is missing, e.g. because the status did not come through due to a network failure:
- go to the "today" page and see if you can close the relevant appointment session there, otherwise:
- close your browser and start again (possibly with an incognito window) or use a different browser.
- for a consultant enter availability, this is menu under agenda management. You can create timeslots on date/hour start and end. These timeslots are necessary for booking.
- then you create booking widget, menu my organization - widgets
- for paid consults you configure payment settings under my organization- payment settings
- then in the widget lis, you hit the "eye" to view the widget and place widget (iframe or script string) on desired web page. If you use Wordpress or Joomla for your website, there is a Webcamconsult plugin available on their plugin or extension site, which makes it more easy for most people.
Our Webcamconsult service is (on PC) optimized for usage with newest verions of Google Chrome and Mozilla Firefox; next to that for Apple iPhone and iPads (through our app) and all recent Android phones and tablets. For most recent versions of Internet Explorer (11 +) we offer a plugin that automatically pops up as soon as an online consult is initiated.
Which browsers are supported:
The latest versions of Google Chrome, Mozilla Firefox, Safari, Microsoft Edge 79+ (Chromium-based versions of Edge) on desktop operating systems.
On Android: Google Chrome for Android, Mozilla Firefox for Android.
On Apple: Safari on the latest versions of macOS and iOS.
For older browser versions, a warning banner is displayed asking users to update. We strongly recommend that users upgrade to the latest browser version to ensure compatibility support with their browser.
What are the settings Gates / Firewalls
For firewalls and port 443 and UDP 3478 required. Port 443 is used by default for secure https connections, however UDP 3478 should be active by the IT department are put open. In most cases, manages to make a good peer2peer connection through port 443, but if this fails, the system searches a path via UDP 3478.
Webcam consult is suitable for desktop, laptop, and smartphone or tablet with IOS or Android and works on every browser. Apple: please use Safari
There is an app available in appstore ans playstore, but that is only for specific consultants or doctors who need notification functions.
Patients or clients do not need mobile app for webcamconsult.
If your clients receive the Webcamconsult invitation email on Android Tablet or Smartphone, apps such as Outlook and Gmail open the link within the app by default. This has been going well for Gmail lately, but it can cause problems for Outlook.
Tip for your clients/patients:
In Outlook, settings MUST BE ON: Use default browser.
In Gmail, settings should NOT be on: Open web links in Gmail.
(Or copy and paste the link into Chrome of course)
The Webcamconsult app for iOS (Apple iPad and iPhone) is used by practitioners and consultants so that they are always alerted by a sound and push message that a client / patient enters the waiting room. After that one can decide to do the consultation at the workplace (PC) or simply via the app on iPad or iPhone.
With the online "walk in video calls" of Webcamconsult you can offer you clients and or patients a better service: straightaway when they visit your website! It works really simple. On your website your visitor can see the Availability: opening hours, whom of your staff of which department is available for a direct video call. Once a visitor has entered the digital waiting room your staff member can view the waiting list and start a video call easily with the person chosen. Your staff members can easily switch availability in their digital webcamconsult dashboard.. In the dashboard of Webcamconsult, under packages, you can create and edti so called widgets; step by step you create the widget code that you or your webmaster can publish on one or more of your website pages.
Wordpress
For Wordpress users this is even more easy via our plug-in. You can download and install it from: https://wordpress.org/plugins/webcamconsult/
Installation of plugin as usual in Wordpress, you can manage al widgets from your WP admin!
Joomla
We also have the right extension for Joomla users, easy handling component and module for integration of Webcamconsult. You can download and install it from: https://extensions.joomla.org/extensions/extension/communication/video-conference/webcamconsult
Installation of plugin as usual in Joomla, you can manage al widgets from your WP admin!
And your client?
Your client does not have to install anything. He visits your website, and goes to the waiting room of the person he wishes to speak.
At the end of the free trial period you will receive automatically a message asking whether you want a paid subscription. You can then follow the link to the subscriptions section of our website and then choose one of the online available subscriptions. We offer quarterly and annual subscriptions. The price is depending on the number of treating counsellors (e.g. doctor or consultant). If you have special requests, you can send us a mail of course, and indicate what you want of need.
If in hardware test (in waiting room) or during consult your microphone doen't work, then it is possible that Windows has a hidden setting muting the microphone.
Go to Windows menu bottom left. Click on settings (gear icon), click on system, click in left menu on sound, in hte middle you will find "test microphone". Below that ther is a button "problem solving". Click on "problem solving", that starts Windows settings check and repair.
No, you pay for a subscription (quarterly or yearly) with a fixed number of counsellor licences. Look for our online available subscriptions on our website. Do you need other subscriptions and maybe special moderations, please feel free to contact us..
Yes, you can try out one month for free, no strings attached.
As a user / client / patient you pay nothing. All you need is an internet connection. Are you a (business) service or health care, take a look at our rates.
There is no need to install any software on your computer, mobile or tablet. Just use your browser.
Yes for example a counsellor can invite to more than one person at one session. Useful if the relevant persons are divided over different locations.
If you do not find the e-mail in your inbox you can possibly find it in the spam box. If there is no mail at all, please contact the reception of your therapist or counsellor.
Yes. Webcamconsult is NEN7510 compliant (Dutch standard for security), which basically means that we do everything possible to ensure the communication between clients and organisations is on a high level of quality and safety.
Webcamconsult on Joomla:
- First you register for one month free on our website webcamconsult.com
- Download and install webcamconsult extension from Joomla extension site
- Choose webcamconsult component and log in
- Edit widgets as you like
- Go to modules, to select widgets in a module
- Go to content/pages/articles in Joomla to set modules in the right place
- you have to grant permission to webcamconsult to send you notifications, this is asked the first time when you go to the webcamconsult page.
- On your phone go to systemsettings
- Notifications
- Choose Chrome
- Allow for notifications
- - look for ....webcamconsult.com
- - click on it, allow for notifications and allow for sound, and/or LED.
You have to choose full screen, and that means if you choose that you are still in chrome, but if you switch to word for example then word is in the picture.
It can sometimes happen that a sound problem occurs when using the iPhone or iPad.
If client / patient does not hear you, let us know via chat window: restart iPhone, and then click the invitation link again. Then stay online and after a minute the client / patient is back in the picture with perfect sound.
If you use an iPhone or iPad yourself and do not hear any sound, you can prevent this by restarting the iPhone or iPad before the consultation.
Tip: you can also put this in the mail to clients / patients. If they want to use iPhone or iPad, we recommend - just to be sure - that they restart the iPhone before the consultation, to avoid problems with sound reception.
Log in for support
Info about updates
Information on recent version updates
Integration: API
If you want to integrate the Webcamconsult service, you can use our API. You can easily exchange data regarding clients, practitioners and appointments.
Information for patients/clients
It is important that you give instructions to your patients or clients regarding the steps they have to take for a webcam consultation. Please feel free to use this document.