Healthcare providers on Maple may initiate audio or video calls with the patient. If you're unable to join an audio or video call, or you've joined but are unable to communicate with the provider, follow these steps to fix the issue.
If you're using a mobile device
If you're using a mobile device
Ensure you're using the most up-to-date version of the mobile app. You can download or update the app within the App Store or Google Play store.
Ensure your mobile device's permissions allow Maple to access audio and video. You can update your permissions under Settings on your device.
Exit and re-enter the app. Ensure you've fully closed the running app on your mobile device before re-entering.
Decline the current call and request that the provider start a new audio or video call.
If available, switch to a stronger internet connection.
If you're using a computer
If you're using a computer
Ensure you're using the most up-to-date version of Google Chrome by consulting google.com/intl/en_ca/chrome/update.
Ensure your web browser's permissions allow Maple to access audio and video. You can update your permissions under Settings on your browser. On Google Chrome, you can click the lock icon in the address bar to access the site-specific permissions directly.
Refresh the webpage.
Exit and re-open the browser. Ensure you've fully closed the running app on your computer before re-opening.
Decline the current call and request that the provider start a new audio or video call.
If available, switch to a stronger internet connection.