The quality of a TeleVisit Tool session is as good as the internet connection between you and the other participant. For optimal video and audio during your televisit, you'll need:
- A reliable internet connection (see "Test your Internet connection before the call" below)
- Camera and microphone (Test your audio and video here)
- Phone or computer with up-to-date operating system and browser (see minimum requirements )
Test your internet connection before the call
Prior to your televisit, restart your device and run the tests below. Perform the tests in the location and on the device you will use for your video visit
1. Check your internet speed. If upload or download speeds are < 0.5Mb/second, see troubleshooting below.
2. Estimate call quality based on your internet speed. When done, make sure to close the browser tab where you run the test.
Troubleshoot
For patients: first please review this step-by-step handout:
If you still have questions after following the steps below, submit a support ticket so that we can assist you.
- Important tips
- What if my internet is slow?
- What if I'm having connection problems and keep on getting disconnected?
- What if I can't see or hear the other person but I can see myself?
- What if I can't hear the other person?
- What if I can't see the other person or the image is poor?
- What if the other person can't hear me?
- What if the other person can't see me or the image is poor?
Important tips
Prior to the video call:
- Test your connection and device. After the test, close the tabs where you run the tests. Leaving these test pages open may interfere with the video call, as the tests engage your camera and speakers.
- Close all TeleVisit Tool tabs, videos/ music/ videoconferencing apps or restart your device
During the video call:
- If you receive another phone call after you click on "Join Room", do not take the call. However, even if you don't take the incoming call and just dismiss it, you or your clinician may still have trouble hearing each other. If this happens, just hang up from the video call and click on 'Rejoin TeleVisit Room".
- Check if your microphone/camera are working and if your internet strength is good by looking at the small thumbnail showing your image on the upper left corner:
- Camera is working if you see yourself
- Microphone is working if you see the small microphone get green when you talk
- The internet is strong if you have full green bars
If your clinician is using TeleVisit Tool 1.0 (older version, without a waiting room), please also follow the tips below:
- Stay on the TeleVisit Tool page to ensure a stable call. Do not click on text messages, internet links, or leave the internet browser to check another application. Do not switch on/off WiFi during the call.
- Ensure that the video call has no more than 2 participants at the same time, as having more participants can interfere with camera/audio
After the video call:
- End the call and close all TeleVisit Tool video call browser tabs.
What if my internet is slow?
First, find out if your internet is slow by clicking on the button "Test Internet Speed" above. If upload or download speeds are < 0.5Mb/second or if your test stalls and a table with results is not displayed, your internet is slow and will not support a video call.
Follow the steps below to improve internet connection:
- Restart your phone, that can help fix sluggish cellular data speeds
- Connect to a strong WiFi
(highly recommended). See how for iPhone and Android
- Change location:
- If on WiFi, move closer to the WiFi router. Ask others using the same WiFi not to use the internet during your video visit to free up data for your call. Switch WiFi frequency to 5GHz
- If on cellular data and inside a building, walk around the building or leave the building. Walls could be blocking the cell signal. Aim for full cell phone bars
- Close all other apps and internet pages not related to the TeleVisit Tool. These can be competing with the TeleVisit Tool for bandwidth
- If you can't get on faster internet:
- Your doctor will call you on the phone number you gave when you scheduled your visit.
- You can securely submit a picture of your wound to your clinician through the Waiting Room
What if I'm having connection problems and keep on getting disconnected?
Check your Internet connection. Some audio and video problems can be caused by a slow connection. See "What if my internet is slow?"
What if I can't see or hear the other person but I can see myself?
- Check that you clicked on the correct link to access the encounter. Each new encounter has its own unique link. If you click on the link for a previous visit, you will not be able to find your clinician.
- Check your Internet connection. Some audio and video problems can be caused by a slow connection. See "What if my internet is slow?"
- Make sure you are using the most recent version of a supported internet browser (see minimum requirements )
What if I can't hear the other person?
**For cell phone users**
- If a phone call comes in during the video visit, audio of the video call will likely be affected even if you do not take the call and just click on "dismiss call".
- If you open other applications (e.g. calendar, text message, etc) after starting your video call, the other application may interfere with the video call audio.
- To fix the above, please hang up from the call and click on "Rejoin TeleVisit Room". If that doesn't work, please turn off the cell phone and turn it on again, then restart the video call.
**For all users**
- Make sure the other person is not 'on mute' and has allowed WoundReference to use the camera and microphone of their device.
- Adjust your speaker volume and make sure your speakers aren’t on mute.
- Click on the cog
in the upper right corner and check your audio output. Try to switch to a different audio output and click on "Done"
- Click on the cog
- Restart the video call and ask the other person to do the same
- Turn off your phone/computer then turn it on again before restarting the video call: this will close all applications/inactive TeleVisit Tool tabs that might be interfering with the video call, reset camera/audio and help fix sluggish internet speed
- Connect to a strong WiFi
(highly recommended). See how for iPhone and Android. See "What if my internet is slow?"
- Switch to another device (e.g. switch to a smart phone if you are on a computer or to a computer if you are on a smart phone)
If your clinician is using TeleVisit Tool 1.0 (older version, without a waiting room), also:
- Check that you did not accidentally click on the speaker icon
on the upper left corner of your video screen
- To restart the call, first click on the red button "leave room"
, then close your internet browser. Click on the link (on the email or text message sent by clinician) to return to the TeleVisit Tool and restart the call.
What if I can't see the other person or the image is poor?
- Ask if the other person has a camera on their end. If they don't, you won't see them.
- Ask if the person has allowed WoundReference to access the camera and microphone of their device
- Make sure you are using the most recent version of a supported internet browser (see minimum requirements )
- Hang up and restart the video call and ask the other person to do the same
- Turn off and turn your phone/computer back on, and ask the person to do the same: this will close all applications/inactive TeleVisit Tool tabs that might be interfering with the video call, reset camera/audio and help fix sluggish internet speed for both participants.
- Switch to another device (e.g. switch to a smart phone if you are on a computer or to a computer if you are on a smart phone)
- Connect to a strong WiFi
(highly recommended). See how for iPhone and Android. See "What if my internet is slow?"
If your clinician is using TeleVisit Tool 1.0 (older version, without a waiting room), also:
- Check that you did not accidentally click on the camera icon
on the upper left corner of your video screen
- Restart the call and ask the other person to do the same: first click on the red button "leave room"
, then close your internet browser. Click on the link to go back to the TeleVisit Tool (on the email, SMS sent by the clinician) and restart the call.
What if I can't see myself but can see my clinician?
- Make sure that your camera is turned on within the video visit window
- Check your browser settings to make sure you've enabled your browser to access your camera and microphone. You can access your settings from the address bar. On Safari, click on AA on the upper left corner, as shown below. Then click on "Website Settings" and allow WoundReference to use your camera. Refresh the page.
- Hang up and restart the video call.
- Restart your phone/computer: this will close all applications/inactive TeleVisit Tool tabs that might be interfering with the video call, reset your camera, and can help fix sluggish internet speeds.
If your clinician is using TeleVisit Tool 1.0 (older version, without a waiting room), also:
- Check that you did not accidentally click on the camera icon
at the bottom of the video screen. Click on the camera icon to turn in off, then turn it on again.
- Click on the microphone icon
at the bottom of the video screen, near the red button that ends the call to turn off the mic, then turn it on again.
What if my clinician can't hear me?
- Make sure you are using the most recent version of a supported internet browser (see minimum requirements
- Make sure that your microphone is turned on within the video visit window
- Check your browser settings to make sure you've enabled your browser to access your camera and microphone. You can access your settings from the address bar. On iOS Safari, click on AA on the upper left corner, as shown below. Then click on "Website Settings" and allow WoundReference to use your microphone. Refresh the page.
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- If a phone call comes in during the video visit, audio of the video call will likely be affected even if you do not take the call and just click on "dismiss call".
- If you open other applications that use audio/video (e.g. Siri, YouTube, etc) after starting your video call, the other application may interfere with the video call audio.
- To fix the above, please hang up from the call and click on "Rejoin TeleVisit Room". If that doesn't work, please turn off the cell phone and turn it on again, then restart the video call.
- Switch to another device (e.g. switch to a smart phone if you are on a computer or to a computer if you are on a smart phone)
- Connect to a strong WiFi
(highly recommended). See how for iPhone and Android. See "What if my internet is slow?"
What if my clinician can't see me or the image is poor?
- Make sure you are using the most recent version of a supported internet browser (see minimum requirements
- Make sure that your camera is turned on within the video visit window
- Make sure that you allowed WoundReference to use your device's camera when prompted to do so
- Check your browser settings to make sure you've enabled your browser to access your camera and microphone. You can access your settings from the address bar. On Safari, click on AA on the upper left corner, as shown below. Then click on "Website Settings" and allow WoundReference to use your camera. Refresh the page.
- Hang up and restart the video call and ask the other person to do the same
- Turn off and turn your phone/computer back on: this will close all applications/inactive TeleVisit Tool tabs that might be interfering with the video call, reset camera/audio and help fix sluggish internet speed
- Switch to another device (e.g. switch to a smart phone if you are on a computer or to a computer if you are on a smart phone)
- Connect to a strong WiFi
(highly recommended). See how for iPhone and Android. See "What if my internet is slow?"
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