For virtual visits to function well, review the following setup and troubleshooting tips. This is helpful if the patient or provider encounter an error or cannot connect.

  • Laptop, computer, or Android devices: always use the latest version of Google Chrome.

  • iPhone and/or iPad (iOS device): use Safari.

  • Refresh and, if needed, restart the browser. This should be the first thing you try when troubleshooting.

  • Close all other applications that may use your camera (e.g Skype, Facetime, Google Hangouts, Zoom, GotoMeeting). Close any old virtual visits.

  • Close all other programs on your computer to prevent them from making your computer slower during the session.

  • Ensure that both sides are connected to a stable internet connection with an upload and download speed of at least 5-10mbps. Click here to assess your internet speed.

  • Ensure that your audio and video devices are functioning outside of the virtual visit. If you are using a headset and cannot hear, try without the headset.

  • Sometimes your Chrome browser settings block the camera/microphone; make sure your permissions are set to allow access. If allow does not work, set the camera/microphone permission to Ask instead. If set to Ask, you will get a pop-up when the virtual visit wants to connect to your camera/microphone. Click Allow in the pop-up.

  • If the system does not recognize the patient's name, ensure that the patient is adding it exactly as you have it in their demographics. Everything needs to be exactly the same, including capitalization and spaces.

  • If all of the above tips do not work, have the patient try a different device. The issue may be specific to the patient's device, especially if it is an older mobile device or computer.

  • If no other device is available, try in Chrome incognito mode.

Tips if the passcode is not working

  • Ensure that the patient has closed and exited the web browser for any old virtual visits.

  • Resend the virtual visit invitation. The patient may be using a code for a different visit. The code is unique to each visit and cannot be used twice.

  • If the patient has not received the automated invitation, resend the invite from the virtual visit window. Ensure that their email/SMS is correct.

Tips for providers

  • End all previous virtual visits once they are completed. Do this by selecting the Close button in your virtual visit window.

  • Provide Virtual visit troubleshooting (for patients) as a resource to patients.

  • Basic instructions are provided in the virtual visit invitation. You can edit the invitation to include additional troubleshooting steps common for your patients. For more information, see Customizing appointment notifications for patients.

  • As a precautionary measure, have your patient's up-to-date phone number in their chart so you can call them if they require assistance with connecting to the visit. Their number appears next to their avatar.

Updated March 25, 2022

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