Telehealth FAQ
Are you having trouble preparing your device for your upcoming telehealth visit? Here are some frequently asked questions and solutions to help you prepare for a seamless visit with your provider.
Troubleshooting and Solutions for Telehealth via PC or Mac
Check Webcam Setup:
- Ensure your webcam is set up correctly. Test it using a video chat app.
- Allow your web browser to access the webcam when prompted.
Refresh the Page:
- If the video doesn't load, try refreshing the webpage.
Internet Connection:
- Low video quality may result from a poor internet connection. Test your speed at speedtest.net.
- Consider using a wired connection or restarting your router.
Internet Speed:
- Ensure your internet speed is at least 10mbps for smooth video streaming.
- Use a wired connection if Wi-Fi is slow.
Check Speaker Volume:
- Make sure your speaker volume is turned up.
- Test audio by playing music or a YouTube video.
Run an Equipment Test:
- Some telehealth apps (like eVisit) offer an equipment test for audio.
Check Microphone:
- Verify that your microphone is working.
- Integrated microphones are common on mobile devices and laptops.
External Microphone:
- If using a computer, ensure an external microphone is connected.
Test Recording:
- Use a voice recorder app to test your microphone.
Best Practices:
- Refresh your browser page.
- Open the telehealth link in a private/incognito window.
- Try a different browser.
- Close other applications controlling camera/microphone access.
Clear Browser Cache and Cookies:
- Sometimes bad browser data can interfere with the visit.
- Clear cache, cookies, and reboot your computer.
Refresh the Page:
- If the connection drops, refresh the webpage.
- Click on the original link you received in your email OR text message from your provider
Check Internet Connection:
- Test your internet speed.
- Contact technical support if issues persist.
Telehealth Visit Preparation Checklist
Follow the checklist below to prepare for your telehealth visit.
- Make sure your smartphone or tablet meets the minimum requirements for telehealth apps.
- Check if your device has a working camera and microphone.
Different platforms have varying requirements. For example:
- Samsung: Galaxy S7 and newer.
- Apple: iPhone 7 and newer.
- Google: Pixel 3 and newer
- Close any unnecessary apps running in the background.
- Streaming services (like Netflix, Hulu, Amazon Video) and gaming apps (Xbox, PlayStation, etc.) can interfere with telehealth. Stop or turn off these services before your visit.
For eVisit or similar platforms, use the built-in hardware test feature:
- On a computer: Click the link to test your hardware before joining the visit.
- On a mobile device: Allow access to your camera and microphone when prompted.
Ensure your microphone and camera are working properly.
If using a computer:
- Look for the camera icon in the upper right corner of your screen. If it has a red line through it, click the icon to enable the camera.
- Ensure your webcam is turned on (if applicable).
If using a mobile device:
- Check the top of your screen for the camera icon. If it has a red line, click it to allow access.
- Verify that audio (microphone) is turned on and working.
If the provider can’t see your face or your screen is black:
- On a computer: Check the camera option in the upper right corner.
- On a mobile device: Verify the camera option at the top of your screen.
Click the lock icon in your web browser to ensure both microphone and camera permissions are set to “Allow”.
- Use headphones or a headset to minimize audio issues.
- If using two devices simultaneously, ensure audio is not active on both.
- Restart your device before the visit.
- Charge your device fully or keep it plugged in.
- Test your internet connection and ensure it’s strong enough for telehealth.
- Update your internet browser (if using a web-based platform).
- Consider connecting with a different device if issues persist