This article describes the most common reasons why virtual visits fail and how to quickly get visits started if you can’t connect right away. The troubleshooting steps differ if you are using a mobile device or computer.
For general information, refer to:
⚠️ Important: For additional questions, or if you need assistance please contact your clinic directly.
Using a mobile device (cell phone or tablet)
You must download and connect to your virtual visit via the mobile app. You cannot attend your virtual visit via a browser. Refer to Setting up TELUS CHR Connect.
You will receive an invitation via email or SMS five minutes before your scheduled visit; the invitation directs you to start your visit on the CHR Connect app. If you do not want to create a Connect account, you can use this link.
If the provided link does not work, log into the CHR Connect app directly. Navigate to your appointment on the Appointments page and select Join virtual visit. For detailed instructions, refer to Attending virtual visits through TELUS Collaborative Health Record Connect (for patients).
Ensure your operating system is at least iOS 13 or Android 7.0 (biometrics Android 6.0+).
If you cannot open the app:
Restart your phone.
Force stop the app; click and hold the app icon to see the force stop option.
Uninstall and reinstall the app.
Ensure that you have a stable internet connection with upload and download speeds of at least 5-10mbps. Click here to assess your internet speed.
We recommend conducting your virtual visit while connected to Wifi, if you do not have a Wifi connection, you can use data if you have a reliable service.
If you cannot log in, click Forgot Password and follow the emailed instructions.
Troubleshooting permission issues:
💡 Tip: After updating permissions, the app restarts. You may need to sign in again.
Apple iOS:
Navigate to your phone Settings.
In the search field, type CHR Connect or scroll down until you find the CHR Connect app.
Select CHR Connect. The CHR Connect settings window opens.
Toggle the following items on or off based on your preference.
Microphone: Allows the provider to hear you during a video or audio call.
Camera: Allows the provider to see you during a video call.
Android:
📌 Note: The steps required may vary depending on the Android device you're using.
Navigate to your phone Settings.
Navigate to Applications, then Application Manager.
Search for and select CHR Connect. The app's settings are displayed.
Select Permissions.
Toggle the following items on or off based on your preference.
Microphone: Allows the provider to hear you during a video or audio call.
Camera: Allows the provider to see you during a video call.
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.
If all of the above does not work, try on a laptop or desktop computer.
Using a laptop or desktop computer
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.
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 clinic to send you a new invitation.
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 you cannot access the virtual visit via the link, try going to the CHR Connect website directly (see link below).
You can also access your virtual visit directly on the CHR Connect website (https://chrconnect.telushealth.com).
If you access via the CHR Connect website, you need to create an account. Refer to TELUS Collaborative Health Record Connect (for patients).
If you cannot log in, click Forgot Password and follow the emailed instructions.
Navigate to your appointment in the Appointments page and select Join virtual visit. For detailed instructions, refer to Attending virtual visits through TELUS Collaborative Health Record Connect (for patients).
We suggest using Google Chrome. Please ensure you always use the latest version of Google Chrome.
Refresh and, if needed, restart the browser. This should be the first thing you try when troubleshooting.
Ensure that you close and exit the web browser for any old virtual visits. You must only have one instance of the virtual visit open at a time.
Close all other programs on your computer to prevent them from making your computer slower during the session. You should also close all other applications that may use your camera (e.g. Skype, Facetime, Google Hangouts, Zoom).
Ensure that you have a stable internet connection with upload and download speeds 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.
Troubleshooting permission issues:
Sometimes your Chrome browser settings block the camera and/or microphone; make sure your permissions are set to allow access. If allow access 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 and microphone. Click Allow in the pop-up.
Steps
From your Google Chrome browser, click the three dots in the top-right corner.
Click Settings. A new window opens.
Click Privacy and security from the Settings list on the left.
Click Site settings.
Under Recent Activity, click chrconnect.telushealth.com.
Click the dropdown beside Camera or Microphone and select Allow. Or, if Allow does not work, select Ask.
It is also helpful to select Allow next to Pop-ups and redirects.
Navigate back to your virtual visit, and refresh the browser.
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 computer.
If no other device is available, try in Chrome incognito mode.
Updated July 30 2024