All Collections
For Patients
For patients: technical guide
For patients: technical guide

Audio, internet, video, and general device support

Colin avatar
Written by Colin
Updated over a week ago

Your connection to your provider is most important to us. We have gathered tips and common troubleshooting advice to make sure you have a great telehealth experience.

Simple Tips for a Great Call

The following simple tips will help your telemedicine call go smoothly.

  • Restart your device (e.g. computer, tablet or phone) before the call

  • After checking in, use the pre-call test (if on a computer) to check your microphone and camera

  • Use headphones to improve audio performance

  • Have a strong internet connection. See our Tips for a Stronger Connection below.

  • Make sure your device meets the minimum requirements

Video and Audio Troubleshooting

  • Restart your device. Device performance will decrease if your device has to manage multiple apps in the background, even if they aren't being used. A restart can clear out the device's memory, giving you a fresh start. This works really well with older devices.

  • Update to the latest browser. You can easily check your current browser version. Don't assume you are on the latest version just because you have auto updates on.

  • Try a different browser. Chrome, Edge, Safari, and Firefox (latest versions) are recommended for using

  • Try another device. Sometimes using another device (computer, tablet, or phone) can work wonders.

    Note: The following devices are not compatible with

    • Amazon Kindle and other e-readers

    • Voice-controlled smart speakers such as Alexa or Google Assistant

  • You may need a stronger connection. Your internet connection is very important for call quality. See our Tips for a Stronger Connection below.

  • You may need to update to the latest operating system. Your operating system (Windows, macOS, iOS, or Andriod) has regular updates to improve its functionality and security. Ensure you are updated to the latest version of your operating system for optimal performance.

Tips for a Stronger Connection

  • Check your internet speed. Both you and your provider will need at least 750 kbps to connect on a video call, and we recommend 2 mbps for a more stable session.

  • Try another network. Sometimes switching from your phone's cellular data connection to a WiFi connection can help.

  • Move closer to your router. Getting right next to your router, or plugging in to your router through an Ethernet cable can help performance.

  • Charge your device's battery. Low power mode or just not being plugged into a power source may cause your device to run in a power-saving mode. This mode will reduce the performance of your device.

  • Disconnect other devices from your network. Ask others in your household to disconnect their devices (TVs, computers, smart devices) so they do not use up valuable bandwidth.

  • Call your ISP. Make sure your internet service provider (ISP) isn't slowing your connection speeds.

Useful Links

If you have any questions, please contact our support team.

Did this answer your question?