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Telehealth Troubleshooting

Step-by-step fixes for the most common telehealth issues. If your problem is not listed here, try restarting your device and reconnecting, then contact your practice if the issue persists.

Camera not working​

Desktop (Chrome or Edge)​

  1. Click the camera icon in the browser address bar and ensure "Allow" is selected for the portal site
  2. Check that no other application (for example, Zoom or Teams) is currently using your camera
  3. Close and reopen your browser
  4. If using an external webcam, unplug it and plug it back in

macOS (Safari)​

  1. Go to Safari > Settings > Websites > Camera and set the portal site to "Allow"
  2. Open System Settings > Privacy & Security > Camera and ensure Safari is listed and enabled

iOS (iPhone or iPad)​

  1. Go to Settings > Safari > Camera and set to "Allow"
  2. If still not working, restart your device and try again

Android​

  1. Open Settings > Apps > Chrome > Permissions > Camera and set to "Allow"
  2. Restart Chrome

No audio or poor audio quality​

  1. Check that your device volume is turned up
  2. Confirm your microphone is not muted — look for a mute icon in the session controls on screen
  3. If using Bluetooth headphones, ensure they are connected and selected as the audio device in your device settings
  4. Try switching between your device's built-in microphone and headphones
  5. Close other apps that may be using the microphone

Audio echo​

Echo happens when your microphone picks up sound from your speakers.

  • Use headphones — this is the most effective solution
  • Lower your speaker volume to reduce the chance of pickup
  • Move your microphone away from your speakers if using a desktop setup

Poor video quality​

  1. Close other apps and browser tabs to free up bandwidth
  2. Move closer to your Wi-Fi router, or connect via an ethernet cable if possible
  3. Turn off other devices on the same network that are streaming video
  4. If using mobile data, check that you have good signal strength (3 or more bars)
  5. If a quality option is visible in the session controls, switch to a lower resolution

Disconnected during a session​

If you lose connection mid-session:

  1. Do not panic — your practitioner will wait a short while for you to reconnect
  2. Check that your Wi-Fi or mobile data is still connected
  3. Refresh the page and tap Join Session again
  4. If you cannot reconnect within a few minutes, call your practice directly — they may be able to continue the session by phone or reschedule

Still having issues?​

  • Restart your device and try again
  • Try a different device — switch from phone to computer, or vice versa
  • Try a different browser — Chrome or Edge on desktop tends to be the most reliable option
  • Contact your practice — they can help troubleshoot further or arrange an alternative (phone session or reschedule)

Before your next session​

Prevent issues by checking Telehealth Technical Requirements before your next appointment.