Telehealth Troubleshooting

Multiple factors have an impact on your Telehealth video call quality. If you have experienced an issue, a quick assessment of your microphone, camera, network, connectivity, and throughput should be done to see if any of those settings are hindering your ability to conduct Telehealth sessions. 

One troubleshooting tip is to use this link on the device used to attend a Telehealth session to verify the system is supported.

Ensure the following are enabled in the browser settings:

  • Popups (to launch the meeting window)
  • Notifications (to be alerted when a meeting starts even if looking at another tab/window/application)

If your microphone, camera, network, connectivity, and throughput are all functioning as expected, here are other factors to consider:

Did you know... What can you do?
Having many other applications or programs open at the same time as your Telehealth session can impact your video call quality? Before your Telehealth session, close any applications or programs that are not needed (including any browser tabs that are not needed).
When most laptops are running on battery power, processing slows down in order to conserve the battery's remaining charge? Keep your laptop plugged in during your Telehealth session.
All devices connected to your network are able to consume bandwidth? Common activities which consume a lot of bandwidth including streaming video and/or audio, gaming, and downloading or uploading large files. Pausing these activities will increase the bandwidth available for your Telehealth session. 
Your laptop or device may slow down even further when your battery's remaining charge is low? If you are unable to keep your laptop or device plugged in during your Telehealth session, make sure it is fully charged beforehand. 
Your wi-fi signal is strongest close to, and within line-of-sight of your wi-fi router? Move closer to your wi-fi router, ideally within line-of-sight of it. Moving it higher (e.g., on a desk is better than on the floor) could help, and away from metal surfaces which can obstruct the wi-fi signal.

If someone at your practice is experiencing trouble with Telehealth please contact our Support Team and we will be happy to assist. If possible please let us know the time of the session, internet browser used, and any other basic information to help us investigate. If possible please take a screenshot or screen capture video of the issue. While we expect technical issues with Telehealth to be rare, the more information that we have, the better we will be able to serve you.

To assist the support team with troubleshooting, use the information in the How to Contact Support article to provide more information or details on the issue. 

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