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What To Do if I was Unable to Install or Launch Secure Video Client (due to firewall or anti-virus software)

Article author
Helen
  • Updated

Having trouble with the Secure Video Client because of firewalls or anti-virus? Check out this article for help.

If you have a firewall or antivirus software installed on your computer, it may be preventing the Secure Video Client application from launching.

After downloading and installing Secure Video Client, you will be prompted to launch a test video session, in order to verify the software is installed and working properly on your computer.

If you haven’t downloaded, installed and tested the Secure Video Client software yet, please refer to the appropriate guide found within the link below to do so, before your first session with your client or provider. 

Secure Video Client Application

In some instances, especially when launching the Secure Video Client for the first time, you may be presented with a popup or error message from your firewall or antivirus. Please ensure you select whatever option is presented to “allow” Secure Video Client to run.

In other cases, the firewall or antivirus might be preventing your webcam and/or microphone from launching or being accessed by the Secure Video Client. Just as in the example above, please select the option to “allow” the webcam and microphone to run.

If the Secure Video Client is still not launching after installation, or the program launches but you are not able to see yourself, you may need to go into your computer’s firewall or antivirus software and ensure Secure Video Client is not currently on the list of blocked programs.

Please refer to the links below in order to see how to change the settings for some commonly used firewall/antivirus programs in order to allow Secure Video Client to run properly:

Norton 
AVG
 
Windows Defender (Windows antivirus/firewall) 
Bit Defender
Mcafee Firewall 
 



If you require further assistance, please contact support@oncallhealth.ca or 1(888) 687 9288 ext 1

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