Telehealth Troubleshooting
Before You Start
Telehealth in Praxi uses browser-based video conferencing. For the best experience, use Chrome or Edge on desktop, or Safari on iOS. Ensure your browser is up to date and that you have a stable internet connection (minimum 2 Mbps upload and download).
No Video or Camera Not Detected
- Check that your camera is not physically covered or disabled by a hardware switch.
- When prompted, allow Praxi to access your camera. If you previously denied access, update permissions in your browser settings under Site Settings > Camera.
- Close other applications that may be using the camera (e.g. Zoom, FaceTime, Teams).
- Try a different camera if you have multiple devices connected.
- On macOS, check System Settings > Privacy & Security > Camera to confirm your browser is listed.
No Audio or Microphone Not Working
- Confirm your microphone is not muted at the hardware or operating system level.
- In Praxi, click the microphone icon in the telehealth toolbar and check that the correct input device is selected.
- Grant microphone permissions if the browser requests them.
- Test your microphone at Settings > Devices or use your operating system's sound settings to verify input levels.
- If using Bluetooth headphones, ensure they are connected and selected as the input device.
Poor Video or Audio Quality
| Symptom | Likely Cause | Fix |
|---|---|---|
| Pixelated video | Low bandwidth | Switch to a wired connection or move closer to your Wi-Fi router. |
| Audio echo | Speaker feedback | Use headphones or earbuds instead of laptop speakers. |
| Audio cutting out | Network jitter | Close bandwidth-heavy applications (streaming, large downloads). |
| Frozen video | CPU overload | Close unnecessary browser tabs and applications. |
Client Cannot Join the Session
- Verify the client received the telehealth link via email or SMS. Resend from the appointment detail panel if needed.
- Clients can join from 10 minutes before the start until 30 minutes after it. Before then the link shows when it opens. Practitioners can join from 15 minutes before the start, and until the end of the appointment if it runs longer.
- Clients do not need a Praxi account. The link opens a guest waiting room in their browser.
- If the client sees a "session not found" error, confirm the appointment has not been cancelled or rescheduled.
Connection Drops Mid-Session
- Praxi will attempt to reconnect automatically. If reconnection fails after 30 seconds, both participants are prompted to rejoin.
- Check your network status. Switching between Wi-Fi and mobile data can interrupt the session.
- If drops are frequent, run a speed test and contact your internet provider if speeds are below 2 Mbps.
Recording Consent
Telehealth recording requires explicit consent from all participants. If the record button is greyed out, the client has not yet provided consent. Prompt them via the consent dialog in the session toolbar.
Still Having Issues?
Contact support via Help > Contact Support and include the appointment ID, browser name and version, and a description of the problem.