Try our new troubleshooter bot to help pin point the cause of choppiness:
Choppy audio or video during a call can be due to several reasons. Here are a few tips to improve video quality:
Use a fast internet connection
The video quality is limited by how fast your internet service is able to upload and download the video feed. Both you and your participant need a good internet connection for a good call.
Don't download data during video call
Make sure you and your patient are not concurrently downloading large amounts of data, like downloading large files, music, movies, or have several web pages open at the same time, etc. during a call.
Avoid using shared WiFi
If there are many people using the same WiFi router, the wireless network can get overburdened with traffic and cause quality issues. Use an ethernet cable to connect directly to your network.
Restart your computers
If you or your patient have several software programs running in the background, the computer will have a hard time processing the video. To free up computer power for the video video, restart your computer or device.
Don't use old or slow computers
Real-time video requires significant computer processing power. If you have an old, slow, or cheap computer or device, it will have a hard time processing the video, resulting in choppiness.
Change the video setting to Low Definition
If you are on a Pro or Clinic account and are using SD and HD video quality, it requires more bandwidth. If you are experiencing choppy video while on these quality settings, change to LD to reduce choppiness
Sometimes the audio and video will be choppy for the first minute or two as the connection is being established. This is normal. Usually after a minute or two the video connection will clear up.
If you are still having choppy video after trying these steps, contact our support team.