What if the audio and video fail to connect at the start of a session?

If this occurs, please do the following:

Step 1: Make sure all other APPs that use your camera and/or microphone are closed when you launch the VTConnect App. 

Take note that some programs automatically open when you turn on your device, so be sure to close these APPs too. The VTConnect App will not be able to initialize the audio and/or video for a session if another App is already connected to your system's camera and/or microphone.

Step 2: Check to make sure your camera and microphone hardware are functioning correctly.

Step 3: Check the firewall settings to see if they are preventing the VTConnect App from receiving the incoming audio/video connection.

 On a PC follow these steps:

  • Open the Control Panel
  • Click System and Security
  • Click Windows Firewall
  • Click the link that says Allow a program or feature through Windows Firewall
  • This will pull up a list of programs and make sure there is a check in the box next to VTConnect
  • If not, click the Change Settings button
  • Check the box next to VTConnect
  • Click the OK button

On a Mac follow these steps:

  • Open System Preferences
  • Click the Security or Security & Privacy icon
  • Select the Firewall tab or the Privacy tab if there is one listed (depending on the OS installed on your Mac, you may not have a Privacy tab)
  • If on the Firewall tab follow these steps:
    • Click the lock icon in order to make changes
    • Click the Firewall Options button
    • Click the Add Application (+) button
    • Select the VTConnect App
    • Click Add
    • Click the OK button
  • If on the Privacy tab, click the Camera icon and follow these steps, then click the Microphone icon and follow these same steps:
    • Click the lock icon in order to make changes
    • Click the (+) and select VTConnect from the applications listed
    • Click the Open button.
    • Make sure that the box is checked next to VTConnect in the listing of "Allow the apps below to access your camera" and "Allow the apps below to access your microphone"