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Patient Tip Sheet

Jonathan Richards
Updated

Video Session Prep & Troubleshooting Tips

Please review this document to prepare for your visit and understand common trouble shooting tips. If you are still having issues, please call your doctor’s office.

Quick Reference:

Before your visit:

What browser should I use to connect to a telehealth video visit?

We recommend Chrome for any computer or Android device (Firefox, Safari and Edge also supported). Safari is recommended for iPhone or iPad.

What should I do to prepare before my visit?

Prior to your session with your provider, you are encouraged to:

  • Make sure you are running the latest version of your web browser (Chrome, Safari, Firefox, Edge)
  • Ensure there are no pending software updates, which may block access
  • Camera and microphone settings allow video sessions  
  • Quit all other applications running on your device so that only your video session is running in your browser (Other video applications, like Zoom, Facetime, Skype, etc. may prevent your camera from working)
  • Close extra windows or tabs running on your browser
  • Disconnect other devices from your wi-fi if possible (like your cell phone if you are using a computer for your session, or vice-versa)
  • If on wi-fi, stay as close to your router as possible and stay in one place during your session
  • Use headphones to prevent common audio issues like feedback, delay, and echo
  • Restart the device you are going to use for the visit (your phone, iPad, or computer)

Can I test to make sure my phone/ tablet/ computer will work for my video visit?

How do I change the camera and microphone settings to allow video visits on my iPhone or iPad?

  1. Open the ‘Settings’ app on the iPhone or iPad.
  2. Scroll down until you find the Safari application as an option and select it.  
  3. Scroll down to the “Setting for Websites” section.
  4. Locate the “Camera” and “Microphone” options.
  5. Select “Camera” and choose “Allow”.
  6. Select “Microphone” and choose “Allow.”

How do I change the camera and microphone settings to allow video visits on my Android device?

  1. On your Android device, open the Chrome app Chrome.

  2. To the right of the address bar, tap More Organize > Settings.

  3. Tap Site Settings.

  4. Tap Microphone or Camera.

  5. Tap to turn the microphone or camera on or off.

  6. If you see the site you want to use under Blocked, tap the site > Access your microphone > Allow.

  7. If you’ve turned off microphone access on your device, you can control your app permissions on Android to use your mic.

I can’t find my video visit link.

  • Check your text messages/email to find the link. Links are sent to you one hour before your appointment.
  • If you still cannot find the visit link, call your doctor’s office.

During your visit:

If you have trouble joining your visit, please review these tips below.

I can’t hear my doctor.

Adjust volume and try plugging in earbuds

My microphone or camera isn’t working.

  • Go to “Settings” and allow access to your microphone and camera
  • Refresh the page and start the video visit again
  • Quit your web browser and follow the link to check back into the video visit

I am hearing an echo. What should I do?

This could be due to poor internet connectivity or having the volume turned up too loud. In some cases, a feedback loop from internal microphone and speakers may occur, causing an echo in the audio feed. If you are experiencing an echo in audio, there is a chance that you have multiple audio devices enabled at once.

Try the following steps to resolve this issue:

  • Turn down your volume on your computer
  • Use a pair of headphones or earbuds that are equipped with a microphone to eliminate outside noise. Most modern style earbuds, like the ones that come with your phone, will work.
  • Ensure that no other applications are open and using the microphone at the same time. (i.e. Skype, Facetime, etc…)

I can’t get the link to work. What should I do?

If you have tried all of the troubleshooting tips above, please call your doctor’s office. We may need to reschedule your appointment

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