Troubleshooting Integrated Telehealth

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• Waiting room problems
• Video problems
• Audio problems
• Camera and microphone permissions
• Other Problems

Waiting room problems

If your client is unable to join your waiting room, there are a few things to check:

1. Verify the client has the correct URL. You may find your telehealth URL under Account Settings > Telehealth.
2. Refresh the browser. Ask your client to leave the waiting room, refresh their browser and then check in again. You may also try refreshing your browser.
3. Try a different web browser. Your client may be using an out-of-date browser.
4. Your client may not have enabled permissions on their device.
5. Check the internet connection. A slow connection may prevent the client from connecting. Tools like Ookla Speedtest or Fast.com can measure internet speed.
6. Reboot the WiFi router. If using a wired connection, make certain that the cable is securely connected to the computer and router.
7. Restart your computer, if all else fails.

If a client is in the waiting room and you get a Call in progress message when trying to start the call, refresh your browser and try to start the call again.

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Video Problems

It's important to understand how integrated telehealth works in Sessions Health. It uses a peer-to-peer connection. This means that once the call starts, the data connection is passed between you and the client. So if things aren't working well, you and/or your client may have a problem with your internet connection and/or device. We recommend that both you and your client have at least 20 Mbps internet speed for optimal performance.

When diagnosing video issues, such as low-quality video, there are several steps you can take to identify and potentially resolve the problem:

1. Check that nothing is covering your webcam and that it is oriented toward you.
2. Check your internet connection: A stable and reliable internet connection is crucial for high-quality video. Ensure that you have a strong and consistent internet connection by running an internet speed test with tools like Ookla Speedtest or Fast.com. A network speed of 20 Mbps or more is ideal for both you and your client.
3. Close unnecessary applications or downloads: Other applications or downloads on your device can consume bandwidth and affect video quality. Close them to free up bandwidth.
4. Use a wired connection: If possible, connect your device to the internet using an Ethernet cable instead of Wi-Fi. Wired connections tend to be more stable and provide better video quality.
5. Check your device's hardware: Ensure your device meets the minimum hardware requirements for video streaming. Check if your device's camera and microphone are working properly. Restarting your device may also help resolve temporary hardware glitches.
6. Close other video-intensive applications: If you have other applications that use video streaming or video conferencing running simultaneously, close them. Running multiple video-intensive applications simultaneously can strain your system resources and affect video quality.
7. Test with different devices: If you have access to multiple devices (laptop, desktop, tablet, smartphone), try using a different device to see if the issue persists. This can help identify whether the problem is specific to a particular device or if it's a broader issue.
8. Contact your internet service provider (ISP): If you consistently experience low-quality video despite following the steps above, it may be worth reaching out to your ISP to troubleshoot any potential issues with your internet connection.
9. Contact support@sessionshealth.com. We can provide specific troubleshooting steps or investigate any platform-related issues that might be affecting the video quality.

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Audio problems

Audio echo or other audio glitches in telehealth can be disruptive and hinder communication. Here are some steps you can take to diagnose and address audio problems:

1. Check your audio settings: Ensure that the correct audio input and output devices are selected. Sometimes, the system might be picking up audio from both your device's built-in microphone and speakers, leading to echo. Selecting the appropriate audio devices can help eliminate this issue.
2. Check your internet connection: A stable and reliable internet connection is crucial for high-quality audio. Ensure that you have a strong and consistent internet connection by running an internet speed test with tools like Ookla Speedtest or Fast.com. A network speed of 20 Mbps or more is ideal for both you and your client.
3. Use headphones or earphones: When participating in telehealth sessions, wearing headphones or earphones can prevent audio feedback loops and reduce the chances of echo. By using headphones, you create a physical separation between the microphone and speakers, minimizing the chances of the audio signal looping back and causing echo.
4. Reduce speaker volume: Lowering the volume of your device's speakers can help prevent audio from leaking into the microphone and causing echo. Keeping the volume at a moderate level can minimize the feedback loop and improve audio quality.
5. Adjust microphone sensitivity: If your device provides options for adjusting microphone sensitivity, try reducing it slightly. Sometimes, an overly sensitive microphone can pick up audio from the speakers, resulting in echo. Experiment with different sensitivity levels until the echo is minimized.
6. Check for audio driver updates: Outdated or incompatible audio drivers can lead to audio issues, including echo. Ensure that your device's audio drivers are up to date. You can usually find the latest drivers on the manufacturer's website or by using automatic driver update software.
7. Test with different devices: If possible, try using a different microphone or headset to see if the echo persists. Faulty or low-quality audio devices can sometimes contribute to audio echo. Testing with alternative equipment can help identify if the issue lies with the specific device you're using.
8. Minimize background noise: Excessive background noise can interfere with audio quality and contribute to echo. Try to minimize ambient noise in your environment by moving to a quieter room or using noise-cancelling features on your microphone or headset.
9. Contact support@sessionshealth.com. If you have tried the above steps and the audio echo problem persists, it's advisable to reach out to the support team. We may be able to provide further assistance and guidance.

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Camera and Microphone permissions

To reset your camera and/or microphone permissions, you will need to follow the steps for your web browser. If you don't know what web browser you are using, the easiest way to determine it is to visit https://www.whatismybrowser.com. Once you know, follow the steps below for the browser you are using.

Supported Browsers

• Google Chrome
• Mozilla Firefox
• Apple Safari
• Microsoft Edge

Google Chrome

To reset camera and microphone permissions in Google Chrome, you can follow these steps:

1. Open Google Chrome: Launch the Google Chrome web browser on your computer.
2. Access Chrome settings: Click on the three-dot menu icon located at the top-right corner of the browser window. From the dropdown menu, select "Settings."
3. Go to Privacy and Security: In the Chrome Settings tab, scroll down to the "Privacy and security" section and click on it.
4. Manage Site Settings: Within the "Privacy and security" section, locate and click on "Site settings." This will open a new page where you can manage various website-related settings.

5. Manage Camera and Microphone permissions: On the "Site settings" page, scroll down until you find the "Permissions" section. Look for the options labeled "Camera" and "Microphone."

   

6. Reset permissions: First, verify that Sites can ask to use your camera is selected. Then, to reset camera permissions, click on "Camera." In the subsequent window, you will see a list of websites that have been granted camera access. You may search for meet.sessionshealth.com. To reset the permissions, click on the trash bin icon next to the website.

   

7. Similarly, to reset microphone permissions, click on "Microphone" in the "Permissions" section. Delete the permissions for all websites by clicking on the trash bin icon.
8. Confirm the reset: After clicking the trash bin icon for camera and microphone permissions, you may see a confirmation dialog asking if you want to reset permissions. Click "Clear" or "Reset" to confirm.
9. Close and reopen Google Chrome for the changes to take effect.

By following these steps, you should be able to reset camera and microphone permissions in Google Chrome. After resetting, the browser will prompt you to grant permissions again when you access Sessions Health and require camera or microphone access.

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Mozilla Firefox

To reset camera and microphone permissions in Mozilla Firefox, you can follow these steps:

1. Open Mozilla Firefox: Launch the Mozilla Firefox web browser on your computer.
2. Access Firefox options: Click on the three-line menu icon located at the top-right corner of the browser window. From the dropdown menu, select "Options."
3. Go to Privacy & Security: In the Firefox Options tab, click on "Privacy & Security" from the left-hand sidebar.

4. Manage Permissions: Scroll down to the "Permissions" section. Within this section, you will find options to manage various permissions, including camera and microphone.

   
   

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6. Reset Camera permissions: Locate the "Camera" option and click on the "Settings" button next to it.

7. Manage Camera permissions: In the subsequent window, you will see a list of websites that have been granted camera access. To reset the permissions for all websites, click on the "Remove All Sites" button. Or, you may search for meet.sessionshealth.com, select it, and then click Remove Website. When finished, click Save Changes.

   

8. Reset Microphone permissions: Similarly, locate the "Microphone" option in the "Permissions" section and click on the "Settings" button next to it.
9. Manage Microphone permissions: In the next window, you will find a list of websites that have been granted microphone access. To reset the permissions for all websites, click on the "Remove All Sites" button.
10. Confirm the reset: After clicking the "Remove All Sites" button for camera and microphone permissions, Firefox may prompt you to confirm the action. Click "Save Changes" or "Remove" to confirm the reset.
11. Restart Firefox: Close and reopen Mozilla Firefox for the changes to take effect.

By following these steps, you should be able to reset camera and microphone permissions in Mozilla Firefox. After resetting, when you access Sessions Health and require camera or microphone access, Firefox will prompt you to grant permissions again.

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Apple Safari

To reset camera and microphone permissions in Apple Safari, you can follow these steps:

1. Open Safari: Launch the Safari browser on your Mac.
2. Access Safari Preferences: Click on the "Safari" option located in the top menu bar, and from the dropdown menu, select "Preferences."
3. Go to Websites: In the Safari Preferences window, navigate to the "Websites" tab.
4. Manage Camera and Microphone permissions: On the left-hand sidebar of the Websites tab, locate and click on "Camera" and "Microphone."

5. Reset permissions: In the Camera and Microphone sections, you will see a list of websites that have been granted access. To reset the permissions for Sessions Health, select meet.sessionshealth.com from the list and click on the "Remove" button at the bottom of the window. Repeat this step for both the Camera and Microphone sections.

   

6. Confirm the reset: Safari may prompt you to confirm the removal of camera and microphone permissions. Click "Remove" or "Remove All" to confirm.
7. Restart Safari: Close and reopen Safari for the changes to take effect.

By following these steps, you should be able to reset camera and microphone permissions in Safari. After resetting, Safari will prompt you to grant permissions again when you access Sessions Health and require camera or microphone access

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Microsoft Edge

To reset camera and microphone permissions in Microsoft Edge, you can follow these steps:

1. Open Microsoft Edge: Launch the Microsoft Edge browser on your computer.
2. Access Edge Settings: Click on the three-dot menu icon located at the top-right corner of the browser window. From the dropdown menu, select "Settings."
3. Go to Cookies and site permissions.
4. Manage Permissions: Scroll to "All Permissions."
5. Reset Camera permissions: Within the Site permissions section, locate and click on "Camera."

6. Manage Camera permissions: In the subsequent window, you will see a list of websites that have been granted camera access. To reset the permissions for Sessions Health, click on the trash bin icon.

   

7. Reset Microphone permissions: Similarly, click on "Microphone" in the Site permissions section. Delete the permissions for Sessions Health by clicking on the trash bin icon.
8. Confirm the reset: After clicking the trash bin icon for camera and microphone permissions, you may see a confirmation dialog asking if you want to reset permissions. Click "Clear" or "Reset" to confirm.
9. Restart Microsoft Edge: Close and reopen Microsoft Edge for the changes to take effect.

By following these steps, you should be able to reset camera and microphone permissions in Microsoft Edge. After resetting, the browser will prompt you to grant permissions again when you access Sessions Health and require camera or microphone access.

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Other Problems

Why are there emojis and cartoons appearing in the video?

Apple devices have a Reactions feature that allows users to show reactions on any video platform based on hand gestures. When specific hand gestures are made, hearts, balloons, confetti, and other displays are visible in the video. Please see this article for more information, including how to turn off Gestures: https://support.apple.com/en-us/HT212950.

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