Overview

Have technical difficulties on your Mac that weren’t solved by our common troubleshooting tips? If so, we highly recommend you retrieve your video logs and submit them to support@oncallhealth.ca so our team can take a further investigation into what is causing the error. 

Please note: Logs are currently only available on Mac computers.

Guide 📖

Log in to your account and click on your name in the top right corner, followed by "Test your webcam and microphone" 

Continue through all of the steps until you get to Step 4: Confirm Test Results. In Step 4, you will be prompted to open the Secure Video Client.

You should then see yourself on the screen. Click on the screen where you see yourself to ensure that the window is active

In the top left corner of our screen, Go to “Secure Video Client” > “Show Logs”. A new window will appear. Click “Reveal” on the top left. A new window will appear with a file named “VidyoClient.log”. 

Please locate this file and email it to us at support@oncallhealth.ca, outlining the issue that you are experiencing. A team member will reach out to you shortly to confirm that the log has been received. 

Need A Hand? 🙋🏽🤔

Followed all the steps but still having issues? Feel free to reach out to our support team, we're more than happy to help!