I can't hear the Virtual Patient speaking
First, check the basics
- 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
- 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.
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)
- Open Chrome and go to app.geekymedics.com
- Click the padlock icon in the address bar
- Select ‘Site settings’
- Find the Sound option
- Change it from ‘Automatic (default)’ to ‘Allow’
- Close the settings tab
- Reload the page
Safari (macOS)
- Open Safari and go to app.geekymedics.com
- In the top menu bar, click Safari → Settings (or Preferences, depending on version)
- Go to the Websites tab
- Select ‘Auto-Play’ from the sidebar
- 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.
Firefox
Firefox has stricter autoplay controls by default. To enable sound:
- Visit app.geekymedics.com
- Click the padlock in the address bar
- Click ‘Permissions’ → ‘Autoplay’
- Change the setting to ‘Allow Audio and Video’
You can also see Mozilla’s official guide here
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.
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.
Updated on: 04/09/2026
Thank you!