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# The Virtual Patient can't hear me!


|| This applies when you’re using an **Audio** or **Video** consultation, or dictating your messages in a text consultation - anything that needs your microphone.

If you're having trouble using the microphone to speak with our virtual patient, follow these steps:

## 1. Check your browser permissions

Most microphone issues are due to your browser not having permission to use your microphone.

* **Chrome**: Click the padlock 🔒 icon in the address bar → Go to **Site settings** → Ensure **Microphone** is set to **Allow**.
* **Safari**: Go to Safari → Settings for This Website → Make sure **Microphone** is set to **Allow**.
* **Edge** or **Firefox**: Similar to Chrome — look for a padlock icon or settings button near the address bar.

After updating permissions, refresh the page.

## 2. Check you aren’t muted

During an audio or video consultation there’s a mute button for your microphone in the session controls. Make sure it isn’t switched on.

## 3. Clear cache or try Incognito Mode

Sometimes, corrupted cache or extensions can block mic access.

* Try opening the site in **Incognito or Private mode**.
* Or **clear your browser cache** and cookies, then reload the page.

|| Tip: If it works in incognito, an extension might be interfering - try disabling extensions one by one.

##  4. Check your microphone hardware

* Ensure your microphone is connected and working in other apps (e.g. voice recorder or Zoom).
* If you're using headphones with a mic, try unplugging and replugging them.

##  5. Firewall issues

* If you're trying to use the Virtual Patient from your institution's network, they may have firewall restrictions which block some of the data we need to send back and forth
* A quick way to check this is to use your mobile device on 4G/5G to see if the issue still occurs - if this resolves the issue, it suggests your wifi/internet has firewall restrictions

## 6. Check your browser is supported

Real-time voice and video need a recent version of Chrome, Firefox, Safari or Edge. If your browser isn’t supported you’ll see a message saying so, and you can use text mode instead.

## 7. Check if the service is down

Rarely, our virtual patient platform might be temporarily unavailable.

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### Still having issues?

If you’ve tried everything above and it’s still not working, please contact us with the following:

* Your browser (e.g. Chrome)
* Your device type (e.g. Windows laptop, iPhone)
* Whether you were using an **Audio** or **Video** consultation
* A description of what happens when you try to speak

We'll do our best to help!