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Troubleshooting Telehealth (video call) appointment issues (plus checklist)
Troubleshooting Telehealth (video call) appointment issues (plus checklist)

How do I troubleshooting Telehealth appointment issues?

Updated over a week ago


Why do I hear an echo?

If you can hear your audio back as an echo, the issue is at your Client's end. If the situation is reversed, then the echo is coming from your end. If the echo is coming from your end, you can try the following steps to resolve the issue. If the echo is coming from your Client's end, they can follow the steps below.

Follow these steps to eliminate an echo:

  • If you're using external speakers, place the speakers as far away as possible from the laptop mic, and lower 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 less and reduce or turn off the microphone boost option.

  • Some computers have an echo cancellation feature, but it could be requiring a high CPU load. Closing other programs on your computer can help enable that feature.

  • Using a headset or headphones instead of speakers can stop the echo issue.

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 (move 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 your Internet connection is stable

  • Make sure that your computer meets or exceeds hardware and software requirements

    • See Necessary equipment above to learn more

  • 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 through 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 camera and the microphone permission

    • 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 your audio isn't muted

  • Double-check your computer is using the correct audio source

    • Applications that use sound let you select or change a source

  • Try testing a headset or speakers to validate your computer is playing audio

  • Close any other program which may be using audio like Facebook, Youtube, etc.

  • Clear your browser history cache and refresh the app or 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 typically causes 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 audio choppy. Moving closer to your router often reduces the lag or interference you experience on Telehealth appointments. Consistent issues in audio or video are usually caused by high latency. Switching to wired internet (plug-in connection ) will typically give you a smoother and more consistent experience.

  • Test your internet connection to check its overall performance.

  • Close all other programs

    • Programs running in the background can sometimes impact performance. Try closing them.

  • Adjust your light setting

    • Small lighting changes can have a significant impact on 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, may help improve the audio quality of the call.

To host high-quality Telehealth sessions, you'll need the following equipment:

  • Any computer (laptop or desktop)

    • Newer are typcially devices (purchased in the last 3-5 years) will be 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 at least iOS 11 or Android 7

  • 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 dedicated 350kb/s per downloaded stream, as well as 350kb/s per uploaded stream to maintain a stable video connection

  • If your workspace will be having 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 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. 💾

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