Troubleshooting a video visit (for Clinicians)

This article provides troubleshooting guidance for clinicians, mostly using desktop/laptop. For patients, or if you use mobile devices for your video visit, see article "Troubleshooting a video visit (for Patients and Invited Participants)"

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 clinicians: first please review our step-by-step instructional brochures:

• NEW TeleVisit Tool 2.0 - Instructional Brochures and Videos

If you still have questions after following the troubleshooting 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 I can't see myself but can see the other person?
• 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 your patient is on a cell phone and receives another phone call after he/she clicks on "Join Room", even if they don't take the incoming call and just dismiss it, you may still have trouble hearing each other. If this happens, click on the cog icon in the upper right corner, then click on 'Restart call to reset audio & video'. The call will be reset to all participants, and everyone will be prompted to check their microphones and join the room again.
• You can 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 you are using TeleVisit Tool 1.0 (older version of the TeleVisit Tool), 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 
• Do not take screenshots using built-in commands of your phone/computer, as this can interfere with the camera/ audio. Consulting clinicians can get screenshots by clicking on the TeleVisit Tool button "capture image"

After the video call:

• End the call and close all TeleVisit Tool Video Call 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/laptop, that can help fix sluggish cellular data speeds 
• Connect to an ethernet cable or 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 for bandwidth with the TeleVisit Tool

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 your patient clicked on the correct link to access the encounter. Each new encounter has its own unique link. If the patient clicked on the link for a previous visit, you will not be able to see or hear each other.
• Check that your patient allowed WoundReference to access their camera and microphone. You can also send them a link to this support topic "Troubleshooting a video visit (for Patients and Invited Participants)"
• Check your and your patient's Internet connection. Some audio and video problems can be caused by a slow connection. See "What if my internet is slow?"
• Make sure you and your patient are using the most recent version of a supported internet browser (see minimum requirements ). You can check your patient's device/browser by hovering other their name on the "Encounter Dashboard" (TeleVisit Tool 2.0).

What if I can't hear the other person?

• Make sure you and the other person are using the most recent version of a supported internet browser (see minimum requirements.)
• Adjust your speaker volume and make sure your speakers aren’t on mute.
• If you or your patient is on a cell phone: 
  
  • If a phone call comes in during the video visit, audio of the video call will likely be affected even if the patient does not take the call and just clicks on "dismiss call". 
  • If the patient opens other applications that use video/audio (e.g. Youtube, Siri, etc) after starting the video call, the other application will interfere with the video call audio. 
  • During the video call, click on the "refresh icon" in the upper right corner and 'Restart call to reset audio & video'. The call will be reset to all participants, and everyone will be prompted to check their microphones and join the room again.
  • If the patient is using an iPhone, make sure the iPhone is using the latest iOS (>13.6), which brings significant audio improvements. You can check what kind of device/ browser your invited patient/participant is using by hovering your mouse over their name on the 'Encounter Dashboard'. Refer to this article for more details.

• Switch browsers. For instance, when using Chrome, try Safari. It could be related to the browser in combination with institutional firewall. However, make sure the browser is supported. (see minimum requirements).
• 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
• 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 patient is comfortable with technology and their smartphone: call the patient's cell phone during the televisit, so that audio is established via phone and video is established via TeleVisit Tool. To do so, first start the televisit. Without ending the televisit, call the patient's cell phone (the same device being used for the televisit). Patient picks up the call, puts it on speaker and navigates back to the TeleVisit Tool page where patient can continue to see the provider. In that way, audio is conducted via phone and video via TeleVisit Tool. This might be an option for patients who know their way around their smartphones.

If you are using TeleVisit Tool 1.0 (older version of the TeleVisit Tool), also see below:

• The older version, TeleVisit Tool 1.0, does not support more than 2 simultaneous users on a single call. Having 3 people at the same time can cut down audio. To avoid having 3 people on the video call at the same time due to delays or early arrivals, we recommend schedulers allocate 30 minutes for each video call and add a buffer of at least 15 minutes between the end of the last appointment and start of the next one (for instance, if first appointment is scheduled for 1-1:30pm, the second appointment would be scheduled for 1:45pm).

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 and your patient are using the most recent version of a supported internet browser (see minimum requirements ). You can check your patient's device/browser by hovering other their name on the "Encounter Dashboard" (TeleVisit Tool 2.0).
• During the video call, click on the cog icon in the upper right corner, then click on 'Restart call to reset audio & video'. The call will be reset to all participants, and everyone will be prompted to check their microphones and join the room again. 
• 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 an ethernet cable or strong WiFi  (highly recommended). See how for iPhone and Android. See "What if my internet is slow?" 
• If the image is poor/ pixelated: besides the above, just wait a couple of minutes to see if the image stabilizes. Click on the thumbnail of the patient to pin it, so that the app prioritizes the patient's image.

If you are using TeleVisit Tool 1.0 (older version of the TeleVisit Tool), also see below:

• Check that you did not accidentally click on the camera icon  on the upper left corner of your video screen

What if I can't see myself but can see the other person? 

• Make sure that you have a camera and the 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. For instance, on Chrome click on the padlock on the upper left corner, as shown below. Then set Camera, Microphone and Notifications to "Allow". Refresh the page.

• During the video call, click on the cog icon in the upper right corner, then click on 'Restart call to reset audio & video'. The call will be reset to all participants, and everyone will be prompted to check their microphones and join the room again. 
• 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 you are using TeleVisit Tool 1.0 (older version of the TeleVisit Tool), also see below:

• 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 the other person 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. For instance, on Chrome click on the padlock on the upper left corner, as shown below. Then set Camera, Microphone and Notifications to "Allow". Refresh the page.

• During the video call, click on the cog icon in the upper right corner, then click on 'Restart call to reset audio & video'. The call will be reset to all participants, and everyone will be prompted to check their microphones and join the room again. 
• 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.
• 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 you are using TeleVisit Tool 1.0 (older version of the TeleVisit Tool), also see below:

• Make sure that your microphone isn’t on mute: check that you did not accidentally click on the microphone icon  at the bottom of the video screen, near the red button that ends the call.

What if the other person 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. For instance, on Chrome click on the padlock on the upper left corner, as shown below. Then set Camera, Microphone and Notifications to "Allow". Refresh the page.

• During the video call, click on the cog icon in the upper right corner, then click on 'Restart call to reset audio & video'. The call will be reset to all participants, and everyone will be prompted to check their microphones and join the room again.
• 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.
• 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 you are using TeleVisit Tool 1.0 (older version of the TeleVisit Tool), also see below:

• Check that you did not accidentally click on the camera icon  at the bottom of the video screen, near the red button that ends the call