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Follow these steps if a patient experiences a dark screen or significant delays when attempting to start a live video conference.

Symptom

  • Extremely long wait times for the online visit to initialize.
  • The app displays a dark/black screen instead of the provider's video feed.
Dark Screen Error in TytoCare App

Possible Cause

This issue typically occurs because the TytoCare App lacks the necessary permissions to access the mobile device's hardware. Without Camera and Microphone access, the WebRTC handshake cannot complete, resulting in a failed video stream.

Suggested Solution

The patient must manually enable permissions in their device settings:

For iOS (iPhone/iPad)

Go to Settings > TytoCare > Toggle Camera and Microphone to ON.

For Android

Go to Settings > Apps > TytoCare > Permissions > Allow Camera and Microphone.

Pro-Tip: After updating the settings, the patient should close and restart the TytoCare app to ensure the new permissions are active before attempting to rejoin the visit.

Keywords: Dark Screen, Video Streaming, App Permissions, Camera Access, Microphone Access, Troubleshooting

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