WHAT BROWSER SHOULD I USE TO CONNECT
TO A TELEHEALTH VIDEO VISIT?
- We recommend Chrome for any computer or Android device.
- Firefox, Safari and Edge also supported.
- Safari is the only browser you can use on an iPhone or iPad.
TIPS
- Make sure the browser youa are using is up to date. Usually, your browser
will automatically update, but if your settings have been changed, you will
be required to intiate the update.
- Make sure that all other programs that could be accessing your camera on
your device are completely shut down. This includes Skype, Facetime,
Zoom, etc. You can do so by selecting these programs in your dashboard,
right clicking , and selecting quit. Or you can open the program, and on
the top left of the screen go to File, then Quit.
- Make Sure to check that you are sharing the correct camera and
microphone and that you can have allowed them.
BEFORE YOUR VISIT
BMC has engaged with VisuWell as our telehealth platform. Through our partnership
with VisuWell, we?re able to offer easy, convenient, and comprehensive care to you
and your loved ones.
Please review this document for common trouble shooting tips. If you are still having
issues, please call your doctor?s office.
Telehealth
Troubleshooting
WHAT SHOULD I DO TO PREPARE BEFORE MY VISIT?
Prior to your session with your provider, you are encouraged to:
- Restart the device you are going to use for the visit (your phone, iPad, or computer).
- Make sure you are running the latest version of your web browser
(Chrome, Safari, Firefox, Edge).
- Ensure there are no pending software updates, which may block access.
- Make sure your camera and microphone settings allow video sessions.
- Make sure your internet is working.
- Quit all other applications running on your device so that only your video session is
running in your browser.
- Other video applications, like Zoom, Facetime, Skype, etc.
may prevent your camera from working.
- Close extra windows or tabs running on your browser.
- Disconnect other devices from your Wi-Fi if possible (like your cell phone if you are
using a computer for your session or vice-versa).
- If on Wi-Fi, stay as close to your router as possible.
- Stay in one place during your session.
- Use earbuds to prevent common audio issues like feedback, delay, and echo
- If you are using an iPhone 5 or older or an iPad 4 or older, please click here
to download the Pexip Infinity Connect app for the best experience.
CAN I TEST TO MAKE SURE MY PHONE/ TABLET/ COMPUTER
WILL WORK FOR MY VIDEO VISIT?
Join your session at least 15 minutes before your scheduled appointment and run the
session test to test the quality of the audio and video.
Step 1: Click the visit link that you received via text/email or within MyChart.
Step 2: Enter your name.
Step 3: Click ?Click here for pre-session tech check.?
Step 4: Click ?Allow? to use your microphone and camera.
Step 5: Follow the instructions to complete the test.
HOW DO I CHANGE THE CAMERA AND MICROPHONE SETTINGS
TO ALLOW VIDEO VISITS ON MY IPHONE OR IPAD?
1. Open the Settings app on your iPhone or iPad.
2. Scroll down until you find the Safari application as an option and select it.
3. Scroll down to the ?Setting for Websites? section.
4. Locate the camera and microphone options.
5. Select Camera and choose Allow.
6. Select Microphone and choose Allow.
HOW DO I CHANGE THE CAMERA AND MICROPHONE SETTINGS
TO ALLOW VIDEO VISITS ON MY ANDROID DEVICE?
1. On your Andriod device, open the Chrome app .
2. To the right of thr address bar, tap more > settings.
3. Tap Site Setting.
4. Tap Microphone or Camera.
5. Tap to turn the microphone or camera on or off.
If you see the site you want to use under Blocked, tap the site >
Access your microphone > Allow.
If you've turned off microphone access on your device, you can
control your app permissions on Andriod to use your mic.
I CAN?T FIND MY VIDEO VISIT LINK.
- Check your text messages/email to find the link. Links are sent to you
one hour before your appointment.
- If you still cannot find the visit link, call your doctor?s office.
- If you have MyChart, log in to MyChart and go to Appointments.
The link will be under your appointment information.
Safari is the only browser you can use on an iPhone or iPad.
If you have trouble during your visit, please use the tips below.
1. I CAN?T HEAR MY DOCTOR.
Adjust volume and try plugging in earbuds.
2. MY MICROPHONE OR CAMERA ISN?T WORKING.
- Go to ?Settings? and allow access to your microphone and camera.
- Refresh the page and start the video visit again.
- Quit your web browser and follow the link to check back into the video visit.
3. I?M HEARING AN ECHO.
This could be due to poor internet connectivity or having the volume turned up too loud.
In some cases, a feedback loop from internal microphone and speakers may occur, causing
an echo in the audio feed. If hear an echo, there is also a chance that you have multiple
audio devices enabled at once.
- Try the following steps to resolve this issue:
- Turn down your volume on your computer.
- Use a pair of headphones or earbuds that have a microphone. Most modern style
earbuds, like the ones that come with your phone, will work.
- Make sure that no other applications are open and using the microphone at the
same time. (i.e. Skype, Facetime, etc.)
4. I CAN'T GET THE LINK TO WORK.
If you have tried all of the troubleshooting tips, please call your doctor's office.
We may need to reschedule your appointment.
5. EXPERIENCING BAD NETWORK CONNECTIVITY.
You may see a notification if you have poor internet connectivity.
At this time you will not be able to see notifications for other attendees
experiencing internet issues.
- Notification for ok network quality: " Your internet is struggling.
This could cause issues with your call quality"
- Notification for bad network quality: " Your internet speed has dropped below the
minimun required for a video session. You may exoerience issues in the call quality.
DURING YOUR VISIT
V.1.29.2021
Examples:
