Why am I getting an error when trying to use the HotDoc Dialler Readiness Checker?
The Dialler Readiness Checker helps you identify and fix common technical errors with your setup, such as issues with your microphone, speakers, or network connection, before you call a patient. This ensures a smooth consultation and allows you to focus on providing quality care. The tables below explain the most common errors and how to fix them.
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Every clinic’s computer network and setup is unique – things like firewalls, security policies, and network configurations can vary widely. If the basic troubleshooting steps outlined below do not resolve your issue, the problem is likely to be something specific to your local setup rather than the HotDoc software itself. That means only your IT team has the right access and permissions to investigate and resolve these issues. For example, they can:
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In this article |
Common errors
| Error | Potential Root Cause | When? | Troubleshooting | Fix |
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| Audio: No Audio Permission | Microphone permission denied at the browser or operating system level. | The system was not given permission to access the microphone and speaker devices. | This usually happens when you decline the browser permission prompt or if access has been blocked in browser or OS settings. |
Reset microphone permissions in your browser and OS. If the problem persists, contact your IT team. |
| Audio: No Microphones Found | No microphone could be detected. | – |
There is an issue with connecting the microphone. Common reasons include:
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Ensure devices are connected and recognised by your OS. If the problem persists, contact your IT team for assistance. |
| Audio: No Speakers Found | No speakers could be detected. | – |
We can't detect any connected speakers. Common reasons include:
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Ensure devices are connected and recognised by your OS. If the problem persists, contact your IT team for assistance. |
| Audio: Selecting Microphone Failed |
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When using Sidebar versions earlier than v4.0.2 or an unsupported/old browser. |
There is an issue with accessing or capturing audio from the selected microphone. Common reasons include:
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Ensure your microphone is connected and working, and update to the latest Sidebar and a supported browser. Contact IT if the problem persists. |
| Audio: Can't Hear Sample Audio |
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When testing the playback of the sample audio. |
There is an issue with hearing sound from your speakers/headphones. Common reasons include:
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Check connections, ensure devices are recognised by your OS, and adjust volume. Contact IT if the problem persists. |
| Audio: Can't Hear Recorded Microphone Playback |
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When testing the microphone playback. |
There is an issue with detecting audio input from the microphone. Common reasons include:
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Ensure your microphone is connected and recognised, and the speaker volume is turned up. Contact IT if the problem persists. |
| Network: UDP Connection Failure |
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When trying to establish a UDP connection. |
There is an issue with establishing a media connection over UDP (required for best call quality). Common reasons include:
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Contact your IT team to confirm the network meets requirements. |
| Network: TCP Connection Failure |
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When trying to establish a TCP fallback connection. |
There is an issue with establishing a media connection over TCP. Common reasons include:
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Contact your IT team to confirm the network meets requirements. |
| Network: HotDoc Server Connection Failure |
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When attempting to connect to HotDoc servers. |
There is an issue with connecting to HotDoc's servers over the internet. Common reasons include:
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Check connectivity and contact IT if issues persist. |
| Network: Real-time Messaging Connection Failure |
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When sending or receiving real-time messages. |
There is an issue with reliably sending/receiving real-time messages required for the Dialler. Common reasons include:
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Contact your IT team to confirm the network meets requirements. |
| Network: Unstable Connection |
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Switch to a wired Ethernet connection or stronger Wi-Fi. Contact your IT team if issues persist. |
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Audio: Skipped Audio Test [Warning] |
– | When the audio test has been skipped by the IT provider. | – | – |
Advanced troubleshooting for IT providers
If your clinic’s dialler isn’t working and basic troubleshooting hasn’t resolved the issue, please follow these steps:
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Review the error log
Check the error message provided by the Dialler Readiness Checker and use the above information about potential causes and troubleshooting steps to identify the issue.
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Request an access token from HotDoc Support
Contact HotDoc Support to generate a secure access token. This will be formatted as a unique URL you can use to access the Dialler Readiness Checker in a web version of the HotDoc Sidebar.
The URL will be valid for 3 days, after which time you will be redirected to the login page.
If you require access after this period, you will need to contact our Support team to generate another token.ⓘ Important information
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Access the URL and resolve any issues
Further technical information about the Dialler can be found here: