> ## Knowledge Base Index
> Fetch the complete knowledge base index at: https://support.geekymedics.com/sitemap.xml
> Use this file to discover available pages before exploring further.
> Pure-Markdown content can be obtained by appending a '.md' suffix to the content URLs listed in the sitemap (without the trailing slash).

# I can't hear the Virtual Patient speaking

|| This article applies to **Audio** and **Video** consultations, where the virtual patient speaks aloud. In **Text** mode the patient only replies in writing, so there is no audio to hear.
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## First, check the basics

1. **Check the patient isn’t muted** - during an audio or video consultation there’s a mute button for the patient’s audio in the session controls. Make sure it isn’t switched on
2. **Check your device volume** and that the right speakers or headphones are selected

In a video consultation you can also switch on **captions** to read what the patient is saying while you troubleshoot the audio.
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## Browser autoplay and sound settings

If you still can’t hear the virtual patient, your browser may be blocking sound from playing automatically.

### Chrome (Desktop)

1. Open Chrome and go to [app.geekymedics.com](https://app.geekymedics.com)
2. Click the **padlock icon** in the address bar
3. Select **‘Site settings’**
4. Find the **Sound** option
5. Change it from **‘Automatic (default)’** to **‘Allow’**
6. Close the settings tab
7. Reload the page
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### Safari (macOS)

1. Open Safari and go to [app.geekymedics.com](https://app.geekymedics.com)
2. In the top menu bar, click **Safari** → **Settings** (or **Preferences**, depending on version)
3. Go to the **Websites** tab
4. Select **‘Auto-Play’** from the sidebar
5. Find **app.geekymedics.com** in the list and set it to **‘Allow All Auto-Play’**

This will allow audio (including voice playback) to play automatically.
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### Firefox

Firefox has stricter autoplay controls by default. To enable sound:

1. Visit [app.geekymedics.com](https://app.geekymedics.com)
2. Click the padlock in the address bar
3. Click **‘Permissions’** → **‘Autoplay’**
4. Change the setting to **‘Allow Audio and Video’**

You can also see Mozilla’s official guide [here](https://support.mozilla.org/en-US/kb/block-autoplay)
---

## On a university or hospital network?

Some institutional networks block the connections our audio and video consultations rely on. If you can start a consultation but get no sound at all, try a different network or your mobile data.
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If you're still unable to hear the Virtual Patient after following these steps, please contact us with:

* Your device and browser
* Whether you were using an **Audio** or **Video** consultation
* A description of what happens
* A screenshot or screen recording, if possible

We're happy to help troubleshoot further.