Getting Started

For the best video call experience, we highly recommend you do the following before a call:

• Test your camera and microphone

• Use an updated browser – we recommend Chrome or Edge for the best compatibility

• Check that your browser has access to your camera and microphone

• Connect to a stable network, preferably through an ethernet cable

• Use headphones or a headset to prevent background noise and audio feedback

• Close any other apps that might be using your camera (Zoom, Teams, FaceTime, etc.)

Joining a Call

Your appointment confirmation email will contain a link to your appointment waiting area. You can access your appointment through this link or by following these steps:

1. Log into your Perci Health account

2. From the Home screen, you'll see your next steps

3. Click the calendar icon in the top right corner to view your appointments

4. Click "Join now" on the appointment you wish to join

Enabling Your Camera, Microphone and Speakers

When you first join your appointment, you'll first be asked to enable your camera and microphone. This is essential for your video consultation.

Click "Allow camera and microphone" when prompted. Your browser will then ask you to confirm these permissions.

Important: When your browser asks for camera/microphone access, you MUST click "Allow". If you accidentally clicked "Block", you'll need to fix your browser settings (see Troubleshooting section below).

Once permissions are enabled, you'll see a preview of yourself before joining the call:

If you can see yourself in the preview, your camera is working correctly. Click "Join now" to enter the call. Click the buttons under your name to turn on and off your camera, and mute and un-mute.

This is the view you will see once you have joined the call. Use the buttons under your name to turn on and off your camera, and mute and un-mute. The red icon is to leave up the call. 

Device Compatibility

Windows PC

• i5 processor with 3GB of RAM

• Windows 7 or later

Apple Mac

• i5 processor and 3GB of RAM

• MacOS 10.12 (Sierra) or later

Android Smartphone or Tablet

• Android 5.0 and above with current security and platform updates

Apple iPhone or iPad

• iOS 12.1 and later versions

Browser Compatibility

Recommended: Chrome or Edge (Chromium-based) – best compatibility, all features work correctly.

We support the following web browsers:

• Chrome 74 and above

• Safari 12.1 and above (note: camera/mic permissions can be finicky on Safari)

• Firefox 78 ESR and above

• Microsoft Edge 74 and above

• iOS Safari (in iOS 12.1 and later)

• Android Chrome, Firefox, Samsung Internet

Not supported: Internet Explorer – the app will not load correctly.

Troubleshooting Video Consultations

The following quick fixes solve most video consultation issues:

1. Refresh your browser (press F5 or click the reload button) – this fixes about 20% of issues

2. Check browser permissions – look for the camera icon in your address bar and ensure camera and microphone are set to "Allow"

3. Try Incognito/Private mode (Ctrl+Shift+N in Chrome) – this helps identify if browser extensions are causing problems

4. Try a different browser – we recommend Chrome for the best experience

If those steps don't work:

• Make sure other apps aren't using your camera/microphone (close Zoom, Teams, FaceTime, etc.)

• Quit and reopen your browser completely (on Mac, hold Command ⌘ + Q)

• Reboot your computer

• Try another device or network

Camera or Microphone Not Working

In most cases (about 80%), this is a browser permissions issue. Here's how to fix it:

Chrome (Desktop):

1. Look for the camera/lock icon in the address bar (left side)

2. Click it and check Camera & Microphone settings

3. If blocked, select "Always allow" and click "Done"

4. Refresh the page (F5)

Safari (Desktop):

1. Go to Safari menu → Settings for This Website

2. Set Camera and Microphone to "Allow"

3. Refresh the page

Safari (iPhone/iPad):

1. Go to Settings app → Safari → Camera → set to "Ask" or "Allow"

2. Do the same for Microphone

3. Close Safari completely (swipe up from the app) and reopen

How to verify it's fixed: You should see your video preview before joining the call. If you can see yourself, your permissions are working correctly.

Can't Hear Others or They Can't Hear You

• Check that your audio is routed to the correct speaker or headphones

• If using Bluetooth headphones, try disconnecting them and using your device's built-in speakers/mic

• Check your browser's microphone settings are set to the correct device

• Close other applications that might be using your microphone

Black Screen Instead of Video

If you see a black rectangle where video should be:

1. Check permissions again (see above)

2. Check if you have multiple cameras connected (laptop camera + USB webcam) – try disconnecting the extra device

3. Make sure no other app is using your camera (your camera can only be used by one app at a time)

4. Close all other Perci browser tabs except one

5. Completely quit your browser and reopen it

Note for Safari users: Camera permissions on Safari can be finicky. If you're having issues on Safari, we recommend switching to Chrome.

"Can't Connect" Error or Call Won't Start

If you see a "can't connect" message or the call won't start:

1. Check your internet connection (try loading another website like google.com)

2. Refresh the page

3. Wait 2 minutes and try again

4. Log out and log back in

5. Try a different browser

Stuck on Loading Screen

If you see a white screen with a spinning circle that never loads:

Clear your browser cache and cookies:

• Chrome: Press Ctrl+Shift+Delete (Cmd+Shift+Delete on Mac)

• Select "Cookies and other site data" AND "Cached images and files"

• Set time range to "All time"

• Click "Clear data"

Close ALL browser windows completely

Reopen browser and try logging in again

This clears old stored data that may be causing the issue – it's like giving your browser a fresh start.

Ad Blockers or Browser Extensions

If you have ad blockers or privacy extensions installed, they might block access to your camera or prevent parts of the app from loading properly. Try opening an Incognito/Private window to test if extensions are the issue.

Still Having Trouble?

If you've tried all the steps above and are still experiencing issues, please contact us:

• Email: hello@percihealth.com

• Use the "Contact us" link on your appointment page

When contacting support, it helps if you can tell us:

• What device and browser you're using

• What you see on screen (a screenshot is helpful)

• What troubleshooting steps you've already tried

Tip: For the best experience, we recommend using Google Chrome on a desktop or laptop computer.