Mobile Guide Telehealth

Mobile Guide

Telehealth

System Requirements

Before you begin using your clinic’s TeleHealth service, be sure to check the following requirements and recommendations:

Required:

  • Browsers: You must use one of the following browsers for the respective operating system
    • iOS (Apple): Safari
    • Android (Samsung, LG, Google, etc): Chrome, Firefox
  • Internet Service: at least 15mb/s (check speed)
  • Audio/Video Test: Pass a camera and microphone test here
    • If anything is highlighted in red contact the clinic for support. 
    • If everything is either green or yellow you can your confirm appointment by text or email

iOS (Apple)

    Add a header to begin generating the table of contents
    Safari-icon

    Allow Camera & Microphone Access in Safari

    1. Follow the link to your Telehealth appointment
    2. When prompted, tap Allow
    3. After tapping Allow, and check that both the audio and video are working, tap Confirm to let the Dr. know you are ready to begin your appointment
    4. If you are not prompted, and cannot see yourself in the video preview or you get this message
      1. Close Safari and open Settings
      2. Find and select Safari
      3. Find and tap Clear History and Website Data
      4. Tap Clear
      5. Go back until you reach the Liquid Telehealth page again
    5. If you are still not prompted, and cannot see yourself in the video preview or get this message
      1. Your browser is either out-of-date or your camera has been blocked by your phone’s operating system. You can try the following:
        1. Check the browser’s system permissions, see allow camera and microphone access in iOS
        2. Try a different device, see desktop guide

    Allow Camera & Microphone Access on iOS

    1. Open Settings
    2. Find and select Safari
    3. Find and toggle-on Camera & Microphone Access

    Did this guide help? If not, you may have an older version of iOS. Try searching Google for, “enable camera and microphone in Safari >your phone model here<“

    Clear Browser Data in Safari

    1. Open Settings
    2. Find and select Safari
    3. Find and tap Clear History and Website Data
    4. Tap Clear

    Did this guide help? If not, you may have an older version of iOS. Try searching Google for, “enable camera and microphone in Safari >your phone model here<“

    No Sound on iOS?

    There are several reasons you might not be able to hear anything. Here is a list of things you can try to fix it. 

    1. Refresh both participant’s browsers
    2. Play a YouTube video to confirm the participant’s speakers are turned up and working
    3. Confirm the participant’s microphone isn’t muted. The microphone icon looks like this when muted
    4. Confirm the browser has access to the participant’s microphone, see guide for Safari
      1. Check that the operating system isn’t blocking the microphone, see guide for iOS

    Android (Samsung, LG, Google, etc.)

      Add a header to begin generating the table of contents

      Change Default Android Browser

      1. Swipe down from the top of the screen to open the notification center
      2. Swipe down again from the top of the screen to open the Quick Settings menu
      3. Tap the cog icon in the lower right-hand corner of this menu
      4. Tap Apps & Notifications
      5. Tap Advanced to expand more options
      6. Tap Default Apps
      7. Tap Browser App
      8. Select the correct browser (see supported browsers)

      Did this guide help? If not, you may have an older version of Android. Try searching Google for, “change default browser >your phone model here<“

      Allow Camera & Microphone Access on Android

      1. Swipe down from the top of the screen to open the notification center
      2. Swipe down again from the top of the screen to open the Quick Settings menu
      3. Tap the cog icon in the lower right-hand corner of this menu
      4. Tap Apps & Notifications
      5. Tap Advanced to expand more options
      6. Tap Permission Manager
        1. Tap Camera
          1. Find and select the correct browser (e.g. Chrome or Firefox)
          2. Tap Allow
        2. Tap Microphone
          1. Find and select the correct browser (e.g. Chrome or Firefox)
          2. Tap Allow

      Did this guide help? If not, you may have an older version of Android. Try searching Google for, “change camera permission >your phone model here<“

      No Sound on Android?

      There are several reasons you might not be able to hear anything. Here is a list of things you can try to fix it. 

      1. Refresh both participant’s browsers
      2. Play a YouTube video to confirm the participant’s speakers are turned up and working
      3. Confirm the participant’s microphone isn’t muted. The microphone icon looks like this when muted
      4. Confirm the browser has access to the participant’s microphone, see the guide for Chrome or Firefox
        1. Check that the operating system isn’t blocking the microphone, see guide for Android

      chrome icon

      Allow Camera & Microphone Access in Chrome

      1. Follow the link to your Telehealth appointment
      2. When prompted, tap Allow
      3. After tapping Allow, and check that both the audio and video are working, tap Confirm to let the Dr. know you are ready to begin your appointment
      4. If you are not prompted, and cannot see yourself in the video preview or you get this message
        1. Tap this button to open the browser’s settings
        2. Tap Settings
        3. Tap Site Settings
        4. Tap Camera, if cloud.liquidemr.com is listed under blocked; do the following:
          1. Tap . . . cloud.liquidemr.com
          2. Tap Clear & Reset
          3. Tap Clear & Reset again to confirm
          4. Go back until you reach the Liquid Telehealth page again
          5. Tap this button to open the browser’s settings
          6. Tap this button to refresh the page
          7. After refreshing the page, tap Allow
      5. If you are still not prompted, and cannot see yourself in the video preview or get this message
          1. Check the browser’s system permissions, see allow camera and microphone access in android
          2. Try another browser, see Firefox or try a different device, see desktop guideYour browser is either out-of-date or your camera has been blocked by your phone’s operating system. You can try the following:

      Allow Sound in Chrome

      1. Tap this button to open the browser’s settings
      2. Select Settings from this menu
      3. Under Advanced, tap Site Settings
      4. Find and tap Sound
      5. Confirm Sound is toggled on and liquidemr.com is not listed under muted
        1. If liquidemr.com is listed under muted, select it and tap Clear & Reset

      Clear Browser Data in Chrome

        1. Tap this button to open the browser’s settings
        2. Select History from this menu
          1. Or if this menu is displayed, select New Tab and then select History
        3. Tap Clear Browsing Data
        4. Set time range to All Time
        5. Un-select Browsing History
        6. Select Cookies and Site Data and Cached Images and Files
        7. Tap Clear Data
        8. If prompted again, tap Clear to confirm

      Allow Camera & Microphone Access in Firefox on Android

      1. If this is the second browser you are attempting to use, see change default android browser
      2. Follow the link to your Telehealth appointment
      3. When prompted, tap Allow
      4. After tapping Allow, tap Share

      5. After tapping Share, and check that both the audio and video are working, tap Confirm to let the Dr. know you are ready to begin your appointment
      6. If you are not prompted, and cannot see yourself in the video preview or you get this message
        1. Tap this button to open the browser’s settings
        2. Tap Settings
        3. Tap Clear Private Data and uncheck the Open Tabs option
        4. Tap Clear Data
        5. Go back until you reach the Liquid Telehealth page again
        6. Tap this button to open the browser’s settings
        7. Tap this button to refresh the page
        8. After refreshing the page, tap Allow
        9. After tapping Allow, tap Allow
      7. If you are still not prompted, and cannot see yourself in the video preview or get this message
        1. Your browser is either out-of-date or your camera has been blocked by your phone’s operating system. You can try the following:
            1. Check the browser’s system permissions, see allow camera and microphone access in android
            2. Try another browser, see Chrome or try a different device, see desktop guide

      Clear Browsing Data in Firefox

        1. Tap this button to open the browser’s settings
        2. Select Settings from this menu
        3. Select Clear Private Data
        4. Un-select Open Tabs and Browsing History
        5. Tap Clear Data