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Telehealth Visit Best Practices and Troubleshooting

Updated: 11/17/2023|Views: 86936

Telehealth is the next generation HIPAA compliant video visit solution. Telehealth visits can be conducted on a computer or mobile device with Chrome as the recommended browser. If you are having camera, microphone, or connectivity issues, review the following best practices and troubleshooting tips.

Best Practices

For the best telehealth visit experience, review this list of best practices:

Initial Troubleshooting

Most connectivity issues during a telehealth visit can be resolved by completing some or all of these steps:

  • Refresh your browser page
  • Open the telehealth visit link in a private or incognito window
  • Quit/close your current browser and try joining from a different browser
  • Close any other applications or tabs that may be controlling access to the camera or microphone
  • Sometimes bad browser data can interfere with the telehealth visit. Try clearing your browser cache and cookies, then reboot your computer
    Note: Chrome is the preferred browser for optimal use of Telehealth.

Audio or Video Troubleshooting

There are a number of factors that can contribute to inconsistent quality on a call, like network conditions and computer processing power. The telehealth visit experience may improve by completing some or all of these steps:

  • Restart your WiFi router
  • Get closer to the router, or connect via ethernet
  • If possible, try connecting via another network temporarily (for example a hotspot connection)
  • Close any applications or browser tabs that you aren't actively using on the call
  • Disable any background video effects or noise reduction
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