There are a few factors on either provider & or patient side that cause poor video quality. Here are a few tips both participants can follow to improve video quality during a call: 

  • Closeout unnecessary background apps and browser tabs before starting a session to lighten the load on your device, and make more bandwidth available.  
  • Both participants will need at least 750kbps to connect on a video call, and we recommend 2mbps for a more stable session. Using a shared wifi network is fine (e.g., Starbucks), and if that's the case, we recommend using headphones/earbuds to mitigate background noise interference. If possible, use an ethernet connection from your computer to the router. This way, the link will be more secure and not affected by physical obstructions such as walls.
  • Processing live video is computer resource-intensive, so make sure you're using a reasonably new device (2007 or newer should be fine). If issues do arise, try lowering the video quality or turning off the video and use audio instead. 
  • If you notice any green flashes during a call (a rare occurrence), you may need to disable hardware acceleration in your browser: 


  • Open Chrome settings > scroll down past Advanced > disable hardware acceleration


  • Open settings > general > scroll down to Performance > turn off performance option

Sync video

Sometimes when starting a call, it can take a second to stabilize and become clear. If a minute or two goes by, try hitting the Sync video button found in the settings wheel: 

This will quickly restart the call and should mitigate most video & audio choppiness. Learn more about video quality and the technology uses here 

  • If you use a more complex firewall setup for your office or business with security in mind, you may need to have an additional configuration to whitelist certain sites used by

How do I stop an echo? 

  • When you hear an echo during a video call, it's typically due to your microphone being too close to your speakers. It can help to use earbuds or headphones during a call, and that will better direct the audio and be less distorted. Also, try moving to a quieter environment before starting the call. 

If you're still having any trouble, please contact our support team.  


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