Urgent Help Required?
Staff:
Our Service Desk is open Monday to Friday 08:00 – 18:00 and can be contacted on 01224 816666 or vc.support@nhs.scot for assistance. Callers should not be given our contact details.
Non-urgent issues:
Please follow the troubleshooting advice below or contact us via the form that bottom of this page.
While patients or other callers must not be directed to our help desk, we can contact them to help with their problems, given their approval for us to do so. If you’d like us to get in contact with your caller, please telephone us with a first name, telephone number and a suitable time for us to contact them.
Basic Troubleshooting – Staff
- Make sure you are using a supported browser: Chrome, Safari or Edge (v90+ only). Windows users can use either Edge or Chrome, macOS users can normally use either Safari or Chrome. iPhones or iPads must use Safari. Android devices must use Chrome.
- Running MS Teams at the same time as trying to make any browser-based video call is not recommended. Teams can be system resource intensive and has been known to keep possession of camera and microphone. We recommend Teams is completely shut down before attempting to make a Near Me call.
- Connecting from home into a work network, using a VPN or Direct Access type connection, can cause poor connectivity or degraded audio/video quality. We recommend turning VPN or Direct Access off (if possible) or using a personal device instead. You can continue to use your work device for data entry.
- Can’t see your caller in your call queue? Make sure your caller has correctly entered the URL into their address bar. Browsers often auto-suggest the ending and send the user to the wrong waiting area. If they telephone you but you can’t see them in your call queue, it’s most likely they’re in an incorrect waiting area. To get them the correct link, you can send them your Waiting Area link, as an SMS (text) or email, directly from your call screen – https://youtu.be/Ani7f-Gc-ic . If it’s enabled for your Waiting Area, you could simply sent them a Consult Now invitation – it should get them into a call with you even faster.
Troubleshooting Resources
Download Troubleshooting Poster
Common local issues encountered by callers
Near Me/Attend Anywhere – known issues
Resources for Service Users / Patients