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Visual troubleshooting for My Mirror sessions

Fix camera issues fast for your My Mirror online therapy session. Step-by-step guide to test, enable and set up your video on mobile or desktop

If you're having trouble with your camera during a session, work through the steps below for your device type.

For mobile users

  1. Close other apps. Make sure all other apps are closed, especially those using your camera such as video call apps.

  2. Allow camera access. Go to your device settings and confirm your browser or app has permission to access your camera.

  3. Select your camera. Use the dropdown menu to select the correct camera for your device.

  4. Test your camera. Check the preview window. If your camera is working, you should be able to see yourself.

  5. Run a device test. Visit My Mirror Device Test to check your full camera and audio setup.

If issues persist, try using a different browser or switching to another device.

„Screenshot of the My Mirror online-therapy platform prompt at mymirror.com.au requesting access to the camera and microphone. The overlay message reads: “Would Like to Access the Microphone and Camera”, with options to Cancel or Allow. This step ensures users enable video and audio for their secure telehealth session
Screenshot of the My Mirror telehealth setup screen showing camera, microphone, and speaker options before joining an online therapy session. The interface displays speed and connection reliability, with a video preview to test audio and video before starting the secure psychology session.

For desktop users

  1. Close other programs. Shut down any programs or browser tabs using your camera, such as Skype or Zoom.

  2. Check browser permissions. Click the padlock icon next to your browser's address bar and make sure camera access is set to Allow in site settings.

  3. Select your camera. Use the dropdown menu to select the correct camera for your device.

  4. Test your camera. Check the preview window. If your camera is working, you should be able to see yourself.

  5. Run a device test. Visit My Mirror Device Test to check your full camera and audio setup.

If issues persist, try using a different browser or switching to another device.

Screenshot showing browser site permissions for mymirror.com.au with camera, microphone, and sound enabled for an online therapy session. Indicates a secure connection and active media access to ensure smooth video and audio during a My Mirror telehealth appointment.

Screenshot of the My Mirror telehealth setup screen showing camera, microphone, and speaker settings before joining an online therapy session. The interface allows users to test audio and video, select the integrated camera and microphone, and confirm devices before starting a secure session on mymirror.com.au.
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