​​​​Scopia Windows Troubleshooting

Please follow the below troubleshooting steps to ensure there are no issues with your Windows Scopia connection.


1.       On the Scopia webpage, ensure that there is a blue bar across the screen stating "YOUR SCOPIA CLIENT IS UP-TO-DATE"
2.       Click on the microphone/camera icon
3.       Click on Adjust audio and video devices
​4. A new window will appear. Select Audio, check that the Microphone (Record) and Speakers (Playback) are correctly selected for your device. If these are not the correct settings, deselect Automatically select the best device checkbox, and select the correct Microphone and Speaker device.

5.       Click Start Audio test

  • When you speak, you should see moving green bars and hear feedback
  • The sound of this feedback is at a volume loud enough to hear clearly

If this does not occur, then there is a problem with the device selected. 

Try selecting different devices from the Device list. Should any changes be made, ensure you click Apply, then OK

Ensure your speakers are not muted.

Should this not resolve through different selections, please contact the Telehealth Helpdek on 498 55400 during business hours.

6.       Select Video (in the same pop up) to check your video connection is working.

  • Ensure the correct video device is selected.
  • Click on the Preview button

 
​7. After clicking the preview button, you should then see yourself. It is ideal for your full face to be clearly visible in this picture, and that the lighting is adequate. This is the view the other participant will see.

When complete, click Apply, then OK,
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​​​​Common Problems, and how to resolve​  ​ ​ ​ ​1. I cannot see the other participant​
  • ​I can see myself, but I cannot see them - the issue is on their side, and they will need to resolve (by leaving the session and following the above steps, or calling the Help Desk - 498 55400)
  • I cannot see myself either - check that the program window is open on your desktop. There will be an icon on your toolbar that has the Scopia Icon (red with three figures), click on this to make sure the window is open.
2. The other participant cannot see me
  • I have successfully run the Video Preview test above
  • I do not have another videoconference system running at the same time (eg Skype, Zoom, etc)
  • there is not another user logged onto my computer that has videoconference systems running
  • The other participant will need to resolve (by leaving the session and following the above steps, or calling the Help Desk - 498 55400)

​3. I cannot hear the other participant
  • I have successfully run the above audio test
  • My speakers are plugged in and turned on (if external)
  • My audio is not muted (using other programs that play sound, I can hear these)
  • The other participant will need to resolve (by leaving the session and following the above steps, or calling the Help Desk - 498 55400)
​4. The other participant cannot hear me
  • I have successfully run the above audio test
  • The other participant will need to resolve (by leaving the session and following the above steps, or calling the Help Desk - 498 55400)
​5. The other participant is complaining that my picture is frozen/pixilated
  • this is most likely due to your internet upload speed
  • your upload speed controls the vision the other participant sees, your download speed controls what you see. Many home conenctions have good downloads, though poorer upload speeds. If this is the case, the other participant may not see you well, while your view of them could be quite good. 
  • ensure that your device is fixed, if the camera is moving the picture will pixilate for the other participant
  • be close to your WiFi modem, or connect your computer directly into the modem
Telehealth Helpdesk: (02) 498 55400, Option 2, or Email: HNELHD-ClinicalTelehealth@hnehealth.nsw.gov.au

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