The article will provide further advice on how to ensure the best Teleheath Video experience as well as troubleshooting tips for common issues.
In this article
Preparing for a video call
We recommend following the below steps before entering a video call to ensure the best experience:
- Run a camera and microphone test. You can run a test to diagnose any camera or microphone issues here.
- Use Chrome where possible and ensure your browser is updated.
- Check that camera and microphone permission are allowed in your browser. If you are unsure about how to do this please click on the relevant browser link for instructions:
- Ensure your network connection is stable. If you are using an older device, we recommending using an ethernet cable rather than a wifi connection.
- Use headphones. This will prevent any background noice and audio feedback.
What to do if you're having issues during a video call
If you're having issue once you've already entered a call, please try the following:
- Reload your browser (Ctrl + R on Windows)
- Quit the browser and reopen the video link in a new browser.
- Open the video link in an Incognito window or Private mode.
- Ensure that no other apps are using your camera and microphone (eg another video conferencing app such a Zoom).
If you're still having issues after following the above steps, please try the following:
- Open the link in a different browser (we recommend Chrome).
- Reboot your computer.
- Close any background apps.
- Try another device or computer.
- Try a different network connection.
- Check for any system updates, if you are using Windows.
- If you use a VPN, ask your IT team to check whether this could be causing blocking your camera and mic connection.
Still having problems?
If the patient cannot see you:
An ad blocker or browser extension may be blocking access to your camera or video. In this case, try using opening an Incognito window in Google Chrome.
If the patient cannot hear you:
Your browser may not be set to the correct microphone settings. Take a look at Step 3 here.
If you cannot hear the patient:
Check your audio settings to ensure that sound is coming through the correct headphones or speakers.
If the call audio and video is lagging:
You may be experiencing packet loss. Try the following:
- rebooting your computer
- moving closer to your router
- connecting to 5G
- connecting your device via ethernet cable
- closing any other applications that are running in the background
- turning off your camera if issues persist