Virtual visit troubleshooting (for patients)
Updated over a week ago

This article describes the most common reasons why virtual visits fail and how to quickly get visits started if you cannot connect right away.

You can provide this as a resource for your patients.

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

  • iPhone and/or iPad (iOS device): always use Safari. 📌 Note: If available use a computer.

  • 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). 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 you have 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 your name, contact your clinic and ensure that what you are entering matches what they have recorded. Capitalization, spaces, and spelling must match exactly.

  • If all of the above does not work, try a different device. The issue may be specific to your 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 you close and exit the web browser for any old virtual visits.

  • Each visit has a unique passcode. Make sure you are using the correct code for today's visit and not an old visit. If you are unsure, ask your provider to send you a new invitation.

  • You will receive an invitation via email or SMS five minutes before your scheduled visit. If you do not receive the invitation, call your clinic to ensure they have your correct contact information.

Updated March 25, 2022

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