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Test Audio, Video, Connectivity and Troubleshooting Session Performance Issues.

Telehealth Audio, Video Appointments Require Stable Internet connectivity and Device Performance.

How to Troubleshoot Audio, Video, and Connectivity Issues During a Telehealth Session

 

 

Expected Outcomes

 

After completing this article, you should be able to:

  • Identify the source of audio, video, or connectivity problems.

  • Check your internet connection speed and stability.

  • Resolve common issues related to device settings and permissions.

  • Determine if a fresh reinstallation of the application is necessary.

 

Purpose/Short Description

 

This article provides simple, step-by-step instructions to help patients and providers diagnose and resolve common technical issues that can disrupt a telehealth visit. The goal is to ensure a smooth and successful virtual session.

 

Tags

 

Telehealth, Video Call, Audio Issues, Connectivity, Troubleshooting, Patient Support, Provider Portal, Technical, Device, Browser, Medical

 

Audience

 

All Users

 

Body Content: Step-by-Step Instructions

 

Experiencing technical issues can be frustrating, but many common problems with audio, video, or connectivity can be resolved quickly. This guide will walk you through the most effective troubleshooting steps. 👩‍⚕️

 

Step 1: Identify the Type of Issue

 

First, determine the specific problem you're experiencing. This will help you focus your troubleshooting efforts.

  • Is it an audio issue? Can you hear the other person, but they can't hear you? Or is it the other way around?

  • Is it a video issue? Is your camera not working, or can you not see the other person's video?

  • Is it a connectivity issue? Is the video or audio stuttering, freezing, or dropping frequently? This is often caused by a weak or unstable internet connection.

 

Step 2: Check Your Internet Connection 📶

 

A stable internet connection is crucial for a successful telehealth session. Here's how to check your connection:

  1. Test your internet speed: Visit a reliable internet speed test website like https://www.speedtest.net or https://fast.com using a web browser.

  2. Analyze the results: The test will measure your download speed, upload speed, and ping (latency). For a smooth video call, you generally need a minimum of 5-10 Mbps for both download and upload speeds. Low ping numbers are also better.

  3. Improve your connection: If your speed is low, try moving closer to your Wi-Fi router, connecting to a stronger network, or restarting your router. If possible, use a wired Ethernet connection for the most stable performance.

 

Step 3: Check Device and Application Permissions

 

Your device's operating system and the web browser or application you're using must have permission to access your available camera and microphone.

  1. Newer Versions:  If you running an older version of the Mobile Application, please note that newer app versions include Audio (out), Microphone, and Camera selection.
    Simply tap the corresponding button while on an appointment/ session and all available options will be available for your speaker, microphone and camera selection. These option will include any connected and available Bluetooth and Airplay devices. 

  2. Close other applications: Close any other applications or browser tabs that might be using your camera, microphone, or speakers. This prevents conflicts and ensures your telehealth session has full access.

  3. Check Bluetooth devices: Make sure you've selected the correct audio device if you're using wireless headphones, earbuds, or a Bluetooth speaker.

  4. Verify permissions: Check your device's settings to ensure the browser or application has permission to use your camera and microphone.

    • On Android and ChromeOS: Go to Settings > Bluetooth.

    • On iOS and MacOS: Go to Settings > Bluetooth.

    • On Windows: Go to Settings > Bluetooth & devices.

  5. Confirm permissions within the application:

    • When you first join a session, your browser or the telehealth application will ask for permission to use your camera and microphone.

    • [SCREENSHOT: Browser prompt asking for access to camera and microphone, with 'Allow' and 'Block' options]

    • Always select Allow to ensure the session works correctly.

 

Step 4: Reinstall the Application

Please note that older versions of the application will not force an upgrade. You may upgrade by visiting the Google Play store or Apple App Store on your device.

If you continue to have persistent issues with the telehealth application, a fresh installation can often resolve them by resetting permissions and fixing corrupted files.

  1. Uninstall the app: From your device's home screen or app menu, uninstall the Anonymous Health application.

  2. Reinstall the app: Go to your device's app store (Google Play Store or Apple App Store) and download a fresh copy of the Anonymous Health application.

  3. Log in: Open the newly installed app and log in with your secure account information. You will be prompted to grant camera and microphone permissions again.

 

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