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 before the call

  • After checking in, use the pre-call test to check your microphone and camera

  • Use headphones to improve audio performance

  • Have a strong internet connection

  • Make sure your device meets the minimum requirements

Video and Audio Troubleshooting

  • Allow access to your camera and microphone. For more information, click here.

  • Restarting 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 operating system - Your operating system (for example, Windows, macOS, iOS, and Andriod) periodically releases improvements for known issues that improve the performance of your device. To learn how to update your operating system, click here.

  • Update to the latest browser - You can check your browser version here. Don't assume you are on the latest version just because you have auto updates on. To learn how to update your browser, click here

  • 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.

Tips for a Stronger Connection

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

  • 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 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

  • To learn how to update your browser, click here.

  • To check your connection speed, click here.

  • Sometimes clearing your browser's cache or cookies can solve problems. To learn how to do that, click here.

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

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