Troubleshooting Video Conferencing (Telehealth) Appointments

Sometimes technology doesn’t like to play nice. Here are some helpful suggestions to try if you’re having trouble with your video session.

Make sure to use the best browser

For the best experienced, we recommend conferencing on a computer or laptop using Firefox or Chrome.

If you’re on an Android mobile device (Samsung, Pixel, HTC, Tablet, etc.) or iOS device (iPhone, iPad) you will need the Click4Time Video Conferencing app which are available on the Google Play Store and Apple Store.

*Note: To use the mobile apps, your Apple device must be running a minimum of iOS 11 and Android devices must have Android 5.0 to work.

Speed is your friend

You will need a steady internet connection for the best quality video. You can check your internet connection at fast.com. You will need a result of at least 15Mbps, ideally higher. A result measured in Kbps, isn’t a good sign. If your internet connection is poor, you do have the option to lower the video quality or do an audio-only session.

Adjust the video quality

First try switching between Single Speaker and Tile views.  Try the Tile view so the video frames are smaller, requiring less video data to be processed.

Lower the video quality if your video or sound is choppy. To change the video quality, click the 3 dots at the bottom of your video screen and choose “Manage video quality” then select one of the lower quality options from the list.

Close apps

Having many applications running at the same time may affect the quality of your video and audio since they are all competing for your device’s resources. Close any windows or applications that you’re not currently using, especially those that may use your microphone or video.

Restart the session

If all parties are in the session and having troubles connecting to each other, maybe the video or audio isn’t working, try exiting and restarting the session.

Check mic and camera settings

If either party’s video or audio don’t seem to be connecting, be sure to check those settings to make sure your mic and camera are set correctly and unmuted. The microphone and camera icons will appear when you move your mouse over the video screen.  Click the icon to mute/un-mute the mic and camera. Click the arrow on the icons to adjust the settings.

Restart your device

Restarting your device now and then is generally a good practice. Sometimes your device can be bogged down by apps hung up in the background, which then consume valuable resources. Video calls can be demanding, so they need all the help they can get.

Check audio/video permissions for your browser

In most cases, your browser will require that you give permission for a site to have access to your microphone and camera. Here are links to instructions for providing access in Chrome, Firefox and Edge browsers.

Chrome: https://support.google.com/chrome/answer/2693767

Firefox: https://support.mozilla.org/en-US/kb/how-manage-your-camera-and-microphone-permissions

Edge: https://support.microsoft.com/en-us/help/4468232/windows-10-camera-microphone-and-privacy

Check your computer’s security & privacy settings (Microsoft)

Microphone – Go to Start > Settings > Privacy > Microphone.

Choose your preferred setting for “Allow apps to access your microphone”.

Under Choose which apps can access your microphone, turn the individual settings for Firefox or Chrome to “On”.

Camera – Go to Start > Settings > Privacy > Camera.

Choose your preferred setting for “Allow apps to access your camera”.

Under Choose which apps can access your camera, turn the individual settings for Firefox or Chrome to “On”.

If you’re limited to using Microsoft Edge, even when your camera and microphone are enabled for Microsoft Edge, you will still need to give individual websites permission before they can use your camera and microphone. Here’s how:

Go to the video conference link, where a dialog box should appear asking if you want to give the site permission to use your camera and microphone, select Always allow.

https://support.microsoft.com/en-us/help/4468232/windows-10-camera-microphone-and-privacy

Check your computer’s security & privacy settings (MacOS)

If you’re using an Apple computer and the other participant can’t hear or see you, you may need to change the security & privacy settings. On an Apple computer, go to your System Preferences > Security & Privacy > Camera and Microphone.

Be sure the browser you’re using (Chrome, Firefox or Edge) is granted access to the Camera and Microphone. Your browser may need to be restarted for the new permissions to take effect.

If you’re running OS 10.15 (Catalina) it may also be necessary to enable Accessibility permissions for the browser you are trying to connect through, System Preferences > Security & Privacy > Accessibility.

https://support.apple.com/en-ca/guide/mac-help/mchlf6d108da/mac

Clear your browser’s cache

Your browser’s cache helps speed up your web browsing experience by saving elements of a website. These saved files can sometimes become outdated and cause unexpected behaviour on a website. Clearing these can often fix basic site usability issues.  Here are instructions for clearing the cache for various browsers. Note: You do not need to clear your cookies. Clearing the browser cookies will log you out of any websites you’re currently logged in to.

Chrome: https://support.google.com/accounts/answer/32050?co=GENIE.Platform%3DDesktop&hl=en

Firefox: https://support.mozilla.org/en-US/kb/how-clear-firefox-cache

Edge: https://support.microsoft.com/en-us/help/4027947/microsoft-edge-delete-cookies

Ad blockers and firewalls

Ad blockers and firewalls do a great job at keeping unwanted popups and threats at bay.  Sometimes these also prevent legitimate traffic from being allowed. These could prevent you and your client from connecting event though the session window may be active.

Temporarily disabling any ad blockers in your browser or firewalls on your device may fix this issue. You should restart your session after making these changes. After your session, don’t forget to re-enable anything you disabled to get the session going.