What to do if you experience audio, video or connection problems?

Please follow these suggestions first:

1. Restart the video call to reset audio and video

• If participants still can hear each other, tell participants you will reinitiate the video call for everyone. Participants will be prompted to check their microphone and click on 'Join the Room' again. If they cannot hear you, one option is to ask them to wait by showing a piece of paper with the words 'Wait, I will restart the call' on it, or simply proceed to the next step below.
• In the upper right corner, click on the cog icon
• In the 'Call Settings' pop up, click on the green button 'Restart call to reset audio & video'

• All participants will be prompted to check their microphone and click on 'Join the Room' again. This 'Restart Call' button is very effective in restoring audio, in case the device's microphone is being used by another application.

 2. If restarting the call doesn't work, restart your device

• Power off your phone/laptop/tablet and power it back on again
• Click on the televisit link, then click on "Start Call"

For more options, see troubleshooting articles for Clinicians or for Patients/Invited Participants.

If you still have questions after following the steps in the troubleshooting articles, submit a support ticket so that we can assist you.