The ZipHealth Waiting Room helps you join your scheduled video consultation successfully from your computer, phone, or tablet. If you experience technical issues while entering the ZipHealth Waiting Room, use the troubleshooting steps below for your device.
Use this guide when you need to:
Join the ZipHealth Waiting Room for your video consultation
Fix camera or microphone access issues
Resolve browser or device compatibility problems
Troubleshoot connection or loading issues before your appointment
Scroll to your device
Select your device type and follow the troubleshooting steps for your setup:
Apple Mac computers
iPhone or iPad
Windows computers
Android phones or tablets
Troubleshooting Guide – Apple Mac computers
Use this section if you are joining the ZipHealth Waiting Room on an Apple Mac computer or MacBook.
To troubleshoot ZipHealth Waiting Room issues on Apple Mac:
Confirm your Apple Mac computer is connected to a stable internet connection.
Open Safari, Google Chrome, or Mozilla Firefox.
Make sure your browser is updated to the latest version.
Close any unnecessary browser tabs or applications.
Refresh the ZipHealth Waiting Room page and try again.
If the ZipHealth Waiting Room still does not load, restart your Apple Mac computer.
ZipHealth Waiting Room Troubleshooting: Apple Mac (Safari)
Step 1: Open Safari
Locate and click the Safari icon (the blue compass) to begin.
Step 2: Access the Waiting Room
Log in to your ZipHealth account during scheduled waiting room hours.
Find the “Connect with clinician now” button on your account dashboard.
This will prompt you to click “Test your audio and video” on the following page.
Step 3: Enable Camera and Microphone Access
When the browser pop-up appears asking to use your camera and microphone, click “Allow.”
Troubleshooting: If the pop-up does not appear:
Click Safari in the top-left menu of your screen.
Select Settings for This Website.
Locate Camera and Microphone in the menu.
Set both options to “Allow” or “Ask.”
Step 4: Refresh and Rejoin
Refresh the Safari page after updating your permissions.
Attempt to join the meeting again.
Final Step: Confirm Hardware is Working
Ensure you can see your face on the screen and hear your voice (indicated by the echo/mic visualizer).
If you cannot see or hear yourself, unplug and replug any external webcams or microphones.
Confirm both are working to enter the queue. The clinician will join you shortly.
Troubleshooting Guide – iPhone or iPad
Use this section if you are joining the ZipHealth Waiting Room on an iPhone or iPad.
To troubleshoot ZipHealth Waiting Room issues on iPhone or iPad:
Confirm your iPhone or iPad is connected to Wi-Fi or mobile data.
Make sure Safari or your preferred browser is fully updated.
Close your browser completely and reopen it.
Refresh the ZipHealth Waiting Room page.
If the ZipHealth Waiting Room still does not load, restart your iPhone or iPad.
ZipHealth Waiting Room Troubleshooting: iPhone & iPad (Safari)
Step 1: Open Safari
Tap the Safari icon (the blue compass) on your phone or tablet home screen.
Step 2: Access the Waiting Room
Log in to your ZipHealth account.
From your account dashboard, tap the “Connect with clinician now” button.
On the following page, tap “Test your audio and video.”
Step 3: Allow Camera and Microphone Access
A pop-up will appear stating: “ziphealth.co” Would Like to Access the Microphone and Camera.
Tap “Allow.”
If you see this pop-up and tap allow, you can jump straight to the Final Step.
Step 4: Enable Permissions in Settings (If needed)
If the pop-up did not appear, you must enable permissions manually:
Open your device Settings.
Scroll down and tap Safari.
Under the "Settings for Websites" section, tap Camera and set it to “Allow.”
Go back and tap Microphone and set it to “Allow.”
Final Step: Test and Join
Go back to the Safari app and refresh the page.
Click the “Test your audio and video” link again.
Confirm that your microphone is picking up sound (the waves will move) and your camera is showing your video.
Tap “It’s working” or “My Camera Works” to join the queue.
Stay on this page; the clinician will connect with you shortly!
Troubleshooting Guide – Windows computers
Use this section if you are joining the ZipHealth Waiting Room on a Windows desktop or Windows laptop.
To troubleshoot ZipHealth Waiting Room issues on Windows:
Confirm your Windows computer has an active internet connection.
Open Google Chrome, Microsoft Edge, or Mozilla Firefox.
Make sure your browser is updated to the latest version.
Clear your browser cache and cookies if the ZipHealth Waiting Room is not loading.
Refresh the ZipHealth Waiting Room page.
If the issue continues, restart your Windows computer.
ZipHealth Waiting Room Troubleshooting: Windows PC (Google Chrome)
Step 1: Open Google Chrome
Click the Chrome icon (the red, yellow, and green circle) on your desktop or taskbar.
Step 2: Access the Waiting Room
Log in to your ZipHealth account during scheduled waiting room hours.
Find and click the “Connect with clinician now” button on your account dashboard.
On the following page, click “Test your audio and video.”
Step 3: Allow Camera and Microphone Access
A pop-up will appear at the top of your browser.
Click “Allow” to give the site access to your camera and microphone.
Troubleshooting: If you didn’t get the pop-up:
Click the three dots (Menu) in the top right corner of Chrome.
Select Settings > Privacy and security > Site settings.
Under the "Permissions" section, find Camera and Microphone.
Set both to "Sites can ask to use your camera/microphone."
Step 4: Refresh and Rejoin
Refresh the page after updating your permissions.
Attempt to join the meeting again.
Final Step: Confirm Hardware is Working
Test Microphone: Speak close to the mic; the sound waves on the screen should move. If they do, click "It's working."
Test Camera: You should see your face in the video panel. If you do, click "My Camera Works."
If you cannot see or hear yourself, unplug and replug any external webcams or microphones.
Once confirmed, you will enter the queue. The clinician will join you shortly!
Troubleshooting Guide – Android phones or tablets
Use this section if you are joining the ZipHealth Waiting Room on an Android phone or Android tablet.
To troubleshoot ZipHealth Waiting Room issues on Android:
Confirm your Android device is connected to Wi-Fi or mobile data.
Open Google Chrome or your preferred browser.
Make sure your browser is fully updated.
Close and reopen your browser.
Refresh the ZipHealth Waiting Room page.
If the issue continues, restart your Android device.
Based on the images provided, here is the copyable troubleshooting guide for Android (Samsung/Galaxy) users using the Google Chrome browser.
ZipHealth Waiting Room Troubleshooting: Android (Google Chrome)
Step 1: Open Google Chrome
Tap the Chrome icon (the red, yellow, and green circle) on your phone or tablet home screen.
Step 2: Access the Waiting Room
Log in to your ZipHealth account during scheduled waiting room hours.
From your account dashboard, tap the “Connect with clinician now” button.
On the following page, tap “Test your audio and video.”
Step 3: Allow Camera and Microphone Access
A pop-up will appear at the bottom of the screen stating: www.ziphealth.co wants to use your microphone/camera.
Tap “Allow while visiting the site” or “Allow this time.”
If you see this pop-up and tap allow, jump straight to the Final Step.
Step 4: Enable Permissions in Settings (If needed)
If you did not see the pop-up, you must enable permissions manually:
Go to your device Settings and tap Apps.
Scroll down and select Chrome.
Tap Permissions.
Select Camera and set it to “Allow only while using the app.”
Go back, select Microphone, and set it to “Allow only while using the app.”
Final Step: Test and Join
Return to Chrome and refresh the page.
Click the “Test your audio and video” link again.
Confirm your microphone is picking up sound (the visual waves will move) and your camera is showing your video.
Tap “It’s working” and “My Camera Works” to continue.
You are all set! Stay on the page; the clinician will connect with you soon.
Still Not Working?
Restart your device.
Ensure no other apps (like FaceTime, Zoom, or WhatsApp) are using the camera in the background.
Close any extra browser tabs or background apps.
Make sure your device volume is up and mute is turned off.
If you still need help after reviewing the information above, additional assistance is available.