Video Calls: Poor Internet Connection

Healthie's video call capabilities enables providers to bring HIPAA-compliant telehealth to their business, for both one-on-one and group calls. 

If there is an instance where you cannot see/hear your client during a video call, or they cannot see/hear you, then there may be a few steps to troubleshoot. The most common cause of this, is that one member on the call has not given their web browser permissions to access the camera or microphone.

Another common cause of video call issues is poor internet connection by one of the joining parties. A stable, high-speed internet connection is required to conduct a quality video call. Most typically, if the internet connection is the issue, then an error notification will display within Healthie. 

Tips to Improve Your Internet Connection 

If you, or your client, are experiencing an unstable internet connection, we recommend trying the following. 

  • Offload messaging and social media applications to other devices.
  • Turn off video when using conference apps.
  • Restart your router now and then. The router, sometimes called the gateway, is the device that takes the “feed” from your home internet service and disseminates it for use by your connected computers and devices. You may find a reset button on the router, but unplugging it for 5-10 seconds is recommended to ensure that the router’s cache clears.
  • Keep your gateway and devices away from obstructions (like metal) and common sources of interference such as baby monitors and microwaves.
  • Move Wi-Fi devices closer to your router. The farther away they are, the weaker the signal and the slower the speed.
  • Place your Wi-Fi gateway in a central location in your home or office. Keeping it upright and off the floor improves coverage. 
  • Install a Mesh System in your home, which uses multiple connected pieces of hardware to extend the range and signal strength of Wi-Fi in your home.
  • Only use Wi-Fi with devices that don’t have wired connection ports, such as smartphones and tablets.
  • Add a Wi-Fi extender to improve coverage and signal strength if needed.
  • Upgrade your broadband plan with your internet service provider or complain if speeds you find on a speed testing service is lower than what you are paying for.

Hardware tips:

  • Turn off internet-connected devices when you aren’t using them.
  • Clear your browser cache and cookies.
  • Exit streaming apps after watching videos or listening to music.
  • Restart devices regularly.
  • Turn off auto-updates on apps, gaming consoles and computers.
  • Update anti-virus software, drivers, firmware, and computer and device software.
  • Upgrade older Wi-Fi devices to ones with newer, faster Wi-Fi technology.

Software tips:

  • Zoom:
    • Using Zoom videoconferencing with VPN can decrease the performance of your home internet connection. Only use Global Protect/VPN when it is necessary to access files and applications only available on the Lewis & Clark network.
    • Keep your laptop battery charged or plug-in. When laptop batteries run low there’s often a drop in performance as a power saving strategy. 
    • If you experience poor audio quality using Zoom, you can use the phone numbers provided by the meeting host to access audio via telephone rather than your computer to decrease your bandwidth usage.

Additional Troubleshooting Tips

You'll find additional troubleshooting tips in the articles below. We recommend reviewing these guides prior to submitting a support ticket, as the most common technical issues are covered in the guides. 

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