Sometimes, technical hiccups can get in the way of a smooth Telehealth session. But don’t worry, they’re usually easy to fix. This guide will help you quickly identify and resolve common video call issues, from connection problems to audio or video settings, so you can get back to providing care without interruption.
Today, we will cover the following:
Why do I hear an echo?
If you hear your own audio echo, the issue is on your client’s side. If your client hears their audio echo, the issue is on your side.
Follow the steps below to fix the echo depending on where it’s coming from.
If you're using external speakers, place them as far away from the laptop mic as possible and set the volume to a comfortable level.
If you're using an external microphone, move the microphone about a foot away from the speakers. You can also reduce the microphone level to 50 percent or lower and turn off or reduce the microphone boost option.
Some computers have an echo cancellation feature, but it could require a high CPU load. Closing other programs on your computer can help enable that feature.
Using a headset or headphones instead of speakers can help eliminate the echo.
What about if I'm having connectivity problems?
Connectivity is essential for high-quality video and audio sessions. Follow these steps to make sure that you have a sufficiently fast, robust connection:
Confirm that you're connected to the fastest connection available.
It's easy to accidentally connect to a less-performant network (while moving around the house/office).
Disable/enable network connection.
Reboot, if necessary, to restore a connection.
Troubleshooting checklist
For issues using a laptop or desktop:
Check that you have allowed camera & mic permissions for Carepatron.
Check that your Internet connection is stable.
Make sure that your computer meets or exceeds hardware and software requirements.
Check your router signal strength. If it's low, move closer.
Confirm that your speakers and volume control are both working.
Test the sound and microphone by using another platform or application on your computer.
Confirm that your computer can play video.
We recommend testing this by watching any Youtube video.
Make sure that your browser has both the camera and the microphone permissions.
Make sure that any security software isn't blocking access to your webcam or microphone
Clear your browser cache and history.
Refresh the page.
Restart the browser.
Try a different browser, like Chrome or Safari.
Restart your computer.
Resolving audio issues
If you're experiencing audio issues:
Check that your audio isn't muted.
Double-check that your computer is using the correct audio source.
Applications that use sound let you select or change a source.
Try testing a headset or a pair of speakers to verify that your computer is playing audio.
Close any other programs that may be using audio, such as Facebook or YouTube.
Clear your browser history and cache, then refresh the app or the Carepatron website.
If applicable, update your web browser (latest version).
Check your browser settings to ensure they are not preventing your audio from operating.
Reboot your computer or mobile and try again.
If you hear an echo, see above.
Additional tips
A slow or unstable internet connection often results in poor video quality.
To improve the overall quality of your Telehealth calls, try the following:
Use a wired connection instead of wifi (if possible)
Wifi will work, but if your connection is slow or your router is poor, it may result in patchy video and choppy audio. Moving closer to your router often reduces the lag or interference you experience during Telehealth appointments. Consistent audio or video issues are usually caused by high latency. Switching to wired internet (plug-in connection) will typically give you a smoother, more consistent experience.
Test your internet connection to check its overall performance.
Close all other programs
Background programs can sometimes affect performance. Try closing them.
Adjust your light setting
Small lighting adjustments can significantly improve your video quality. Pro tip: Place a lamp or other light source behind your monitor, pointed towards you.
Turn off your video stream
Turning off your camera or asking your client to turn off theirs can improve the call's audio quality.
As host, you can Mute/Unmute and Remove an Attendee.
To host high-quality Telehealth sessions, you'll need the following equipment:
Any computer (laptop or desktop)
Newer devices (purchased in the last 3-5 years) are typically better equipped to provide Telehealth appointments.
We strongly recommend using a device that has a 2.5 GHz processor and 4 GB of RAM (if possible).
Your computer needs to have:
An integrated or external microphone
An integrated or external web camera
Any mobile device
We strongly recommend using iOS 11 or Android 7 or later.
A stable internet connection
A stable, high-speed internet connection with a minimum bandwidth of 0.35 Mbps, but preferably 10 Mbps or higher, will reduce connection issues and provide the best video quality.
We strongly recommend using updated versions of Chrome, Firefox, or Safari on the web app.
We strongly recommend a minimum of 350kb/s per downloaded stream and 350kb/s per uploaded stream to maintain a stable video connection.
If your workspace will have multiple clinicians on Telehealth calls simultaneously, we recommend working with your internet service provider to ensure your internet package is adequate
For multiple clinicians, a bandwidth of 35 Mbps or over is recommended.
Note: If your device doesn’t meet the minimum requirements, the quality of your Telehealth appointments may be impacted.
Our team is here to help with any questions or concerns. Just open a conversation through the Help channel in your workspace.