Video Appointment troubleshooting and FAQs

Find frequently asked questions and solutions to common problems to accessing video appointments below.

Getting Started

Is there anything I need to do before the appointment?

You need to confirm your consent to e-mail communication to the service. You can do this for example, over the phone. If not already done, please contact the service to confirm this prior to your appointment.

What equipment do I need?

Check that your computer/laptop can access the internet via a web browser and has a working camera and microphone.

You can also join via a smartphone with the MS Teams app downloaded. You will need to download the MS Teams app prior to your appointment, you can do this via the following link: Download Microsoft Teams Mobile App | Microsoft Teams.

You do not need to create an MS Teams account to access your GMMH appointment.

Which browsers are best to use to join on my laptop?

The browsers which provide the best experience when joining via your laptop are Microsoft Edge & Google Chrome.

Browser icons

Please avoid accessing via Internet Explorer or Safari as the experience is not as reliable.

I can’t find the email in my inbox is there anywhere else I should look?

We are aware that most invitations being sent to Microsoft based email addresses (Outlook, Live, Hotmail etc.) are being immediately marked as junk emails. If your email address is a Microsoft email address, please ensure that you check your junk folder and ideally mark the item as ‘not junk’.

I need to rearrange or cancel my appointment what do I do?

Please contact the service directly to re-arrange or cancel any appointments. You will be unable to reply to any of the appointment confirmations or reminders.

Joining the call

Teams is asking for a log in, what do I do?

You do not need to create an account to log into your consultation. Please ensure you are logged out of all (personal and work) Teams accounts prior to joining your appointment/meeting.

Only join using the link in the invitation e-mail from GMMH (without being signed into Teams).

Where should I join my call?

Try to find somewhere quiet where you will not be disturbed.

Be aware that the clinician will see the room behind you.

Ensure the lighting is adequate e.g., if you sit with your back to a bright window your face will be in a shadow.

I’m using a computer/laptop – when I click to join the appointment it asking me different options regarding joining, what should I choose?

How do you want to join your Teams meeting screen

You may see this screen, joining from a computer means that you do not need the Teams app.  All you need to do is go to your email to join the video appointment.

When you see this screen please wait and you will be taken through to the web app.

What should I do when Teams asks for my name?

When joining please type your initials or first name. Do not type in your email address or full name

In the call

How do I know everything is working?

When you click on the ‘Join Teams Meeting’ link in your appointment confirmation email, you will be asked to add your name and then give your device access to your camera and your audio.  

Once you have added your information and given permission to the device you will access the video appointment.  

Don’t worry if you can’t see your clinician yet, you will remain in the lobby until the clinician admits you to the meeting.

Once in the appointment you should also be able to see and/or hear your clinican.

If the clinician cannot see or hear you in the first instance, please make sure you are off mute and have turned your camera on. If either of the icons have a line through them (as you can see on the camera icon) this means that they are turned off.

Camera off icon

You can click on the ‘Join Teams Meeting’ link in the email ahead of your appointment to see what it’s like – Don’t worry you can’t break anything.  

There are more details on how to join your meeting on the following pages

Joining using a smartphone or tablet

Joining using a desktop computer or laptop

I'm joining via computer/laptop, my clinician can’t hear me what should I do?

In the first instance ensure you are not on mute. If you are the microphone looks like the below and you will just need to click on it to unmute

mute icon

You should type a message to the clinician using the text-based chat window (or see if the clinician has sent you a message) to let them know about the issue.

   chat icon on Teams   Type new message box on teams

In the call window, you can make sure the correct microphone is selected. To do this please select the three dots and then ‘Device Settings’. If it is working you should see the movement in the level if working.

Device setting panel on Teams


You may need to ensure your microphone are connected:

On a windows device

Right-click the speaker icon at the bottom-right corner of your PC's taskbar.

Select 'Open Sound Settings' option.

Ensure the microphone is selected in the Input section..

You can then in the Input section, click ‘Device Properties’ or ‘Manage Sound Devices’ option

Make sure the device is enabled and then click ok.


You can also insure you have the correct privacy settings:

Press Windows Key + I 

Go to Privacy 

Select Microphone

Then ensure that you are allowing access to your microphone

Ensure that you are also allowing desktop apps to access your microphone


On a Mac device

Click the Apple icon and go to System Preferences

Click Sound

On the Input tab, please make sure the correct device is selected,

If the microphone is working, when you speak into the microphone you should see movement on the input level display. Adjust the input volume if you need to.


You can also insure you have the correct privacy settings:

Go to the Apple logo in the top left and select System Preferences

Select Security and Privacy

Find Microphone in the side bar and select

In the right panel find your browser icon and ensure it is checked (you can try checking and unchecking). You may need to first click the padlock icon in the bottom-left corner.

You may need to close the browser and start again.


If this doesn’t resolve the issue you can try using some headphones with a microphone.

You can also try joining via phone audio, Teams will call you and then you will hear and can use your phone as a speaker and microphone whilst seeing the clinician on screen.

phone audio button on teams

Use phone for audio pop up box

Joining via my phone or tablet and my camera and sound aren’t working what can I do?

You can try plugging in a pair of headphones with a microphone. These can be headphones provided with your mobile phone. 

You will need to ensure when asked you are allowing access to the camera and microphone when prompted

Teams access to camera phone pop up      Teams access to microphone phone pop up

If you have not done this, you can go into your settings which may vary depending on your device and turn these back on. This can normally be done in the app settings or privacy settings:

Camera settings phone   Teams phone settings

How do we know whose turn it is to talk?

Due to delays in the connection, it can sometimes be hard to tell whose turn it is to speak.  If this happens:

Stop talking, acknowledge the problem, work out whose turn it is, and then continue. Nobody should be offended – this is just something that happens and can easily be overcome.

What should I do if there is a technical problem?

Video appointments can suffer from technical interference, due to a busy network. You may find that your video is not working correctly, it may be frozen, or you might struggle to get off mute.

Please check when you have a Teams video call whether there are any other apps on your computer or phone running which take up the speed of your computer. If so, please close these apps.

If you are connecting via Wi-Fi, you may want to move closer to your router or if you are joining via a laptop or computer you may try connecting via ethernet cable.

If you are joining via the phone app, if is sometimes useful to trying both your mobile data (4G/5G) and Wi-Fi connection to see which one provides the best calling experience.

If you or the clinician is sharing something on their screen it is sometimes a good idea to turn your cameras off, so Teams is not trying to do so much at once, this tends to provide a better experience.

If you are having connection issues, please speak with the clinician who can assist, it’s fine to ask if you need something to be repeated or ask for clarification.

If you find that you are still struggling with your telephone or video appointment, please contact the service your appointment is booked with.

As a patient

As a service user, relative or carer using our services, sometimes you may need to turn to someone for help, advice, and support. 

Find resources for carers and service users  Contact the Trust