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Can't see other video meeting participants and they can't hear me; all sites (Ensora Mental Health, psychology today, google meet, zoom).

Charlene Lenkart
Charlene Lenkart
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I'm a therapist and within the last week (maybe since an update?) when I try to do a telehealth session from any website - Ensora Mental Health (my EHR), Simple Practice, Sessions by Psychology Today, Google Meet, Zoom - the client can see me but can't hear me, and I can hear them but can't see them (black screen).

I've checked all video and microphone permissions, Microsoft and all drivers are updated and mic and camera are functioning (they can see me). I tried changing the enhanced tracking to add exceptions for the sites (didn't work).

Please advise.

I'm a therapist and within the last week (maybe since an update?) when I try to do a telehealth session from any website - Ensora Mental Health (my EHR), Simple Practice, Sessions by Psychology Today, Google Meet, Zoom - the client can see me but can't hear me, and I can hear them but can't see them (black screen). I've checked all video and microphone permissions, Microsoft and all drivers are updated and mic and camera are functioning (they can see me). I tried changing the enhanced tracking to add exceptions for the sites (didn't work). Please advise.

All Replies (2)

jonzn4SUSE
jonzn4SUSE
  • Top 10 Contributor
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Show us something. See what happens with the test site and post a screenshot. They work for me. https://app.zoom.us/test Are you using an external camera or is it built into your desktop or laptop?

What OS? If windows, what security software besides MS Defender are you running? What version of Firefox?

System info: Desktop, laptop, or DIY? If not DIY, what make and model

Helpful?

Charlene Lenkart
Charlene Lenkart Umnikazi wombuzo
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Thanks for your reply; the Zoom test showed my end working fine, which has always been the case. It does not allow me to see if the other person can be seen and heard, however, which is the issue I'm facing. I can hear them but their screen is black, regardless of which browser or device they are using and they have all accepted the use of microphone and video.

Firefox: 138.0.4 - it says "Firefox is up to date" My computer is a Surface Pro 6 laptop/tablet. Camera built in. Edition Windows 11 Home Version 24H2 Installed on ‎2/‎15/‎2025 OS build 26100.4061 Experience Windows Feature Experience Pack 1000.26100.84.0 I have Bitdefender and always have - it used to work fine but now it doesn't. Also does not work in Chrome.

This just started a couple weeks ago and nothing on my end has changed except for possible MS and Firefox updates.

EDIT: I've also noticed that when the other person initiates the video call in Google meet, zoom, etc. I can see them and hear them and they can see and hear me just fine. It's only when I initiate the meeting that it's not working, regardless of the browser. It is also doing it on both laptop and desktop computers.

Charlene

Okulungisiwe ngu Charlene Lenkart

Helpful?

Buza umbuzo

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