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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 our top priority. We've compiled tips and common troubleshooting advice to ensure you have an excellent telehealth experience.

Simple Tips for a Great Call

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

  1. Ensure a stable internet connection: Use a wired Ethernet connection or stay close to the Wi-Fi router.

  2. Optimize your environment: Choose a quiet, well-lit room with minimal distractions and face the light source.

  3. Check your equipment: Test your camera and microphone beforehand, and consider using an external microphone or headset.

  4. Close unnecessary applications: Free up system resources by closing apps and tabs you don't need during the call.

  5. Use a Supported Browser: Ensure you are using the latest version of a modern browser like Chrome, Firefox, or Safari, as they offer the best support for WebRTC.


Note: The following devices are not compatible with

  • Amazon Kindle and other e-readers

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

Operating System:

  • Ensure your operating system (Windows, macOS, iOS, or Android) is updated to the latest version to improve functionality and security. Regular updates are essential for optimal performance.

Tips for a Stronger Connection

  • Check your bitrate speeds: It is recommended that both you and your provider have at least 500 kbps for a video call.

  • Move closer to your router: Being near your router or using an Ethernet cable can enhance performance.

  • Charge your device's battery: Ensure your device is plugged in to avoid power-saving mode, which can reduce performance.

  • Disconnect other devices: Ask others in your household to disconnect their devices (TVs, computers, smart devices) to free up bandwidth.

  • Try another network: Switching from cellular data to Wi-Fi and moving off of restricted networks like schools and offices can improve connection quality.

  • Call your ISP: Ensure your internet service provider (ISP) isn't throttling your connection speeds.

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

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