Patient Guide

Telehealth

System Requirements

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

Required:

• Browser: Google Chrome
• Internet Service: at least 15mb/s (check speed)
• Pass 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

Desktop

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Allow Camera & Microphone Access

1. Follow the link to your TeleHealth appointment
2. When prompted, click Allow, in the upper right-hand corner of the Chrome window
   1. If you are not prompted, see Enable “Ask Before Accessing”

Enable “Ask Before Accessing”

1. Follow the link to your TeleHealth appointment
2. In the upper right-hand corner, click More (see button) > click Settings
3. Scroll down, under “Privacy and Security,” click Site Settings
4. Click Camera or Microphone
5. Toggle on the Ask Before Accessing option

Fix “Could not connect to Twilio: Requested device not found”

This occurs when your computer cannot detect your camera. Follow the steps below to fix this.

1. If your camera is external (i.e. connects via USB, bluetooth, etc.), check that your camera is connected to the computer.
2. If your camera is internal (i.e. permanently connected), check that it is working, by the following methods.
   1. Open another program that you have used your camera with previously (e.g. Skype, FaceTime, etc.) and test the camera.
      1. If the camera does not work contact the seller for support, otherwise contact the clinic for support.
   2. Or open your computer’s native (i.e. installed by the manufacturer) camera app and test the camera.
      1. If the camera does not work contact the seller for support, otherwise contact the clinic for support.

Change Default Android Browser

1. Open Settings > tap Apps & Settings
2. Tap Advanced > tap Default Apps
3. Tap Browser App
4. Select Chrome from the options
   1. If Chrome is not an option you must install it from the Google Play Store

Fix Low Quality Video

This often occurs when using too slow of an internet connection. Follow the steps below to fix this.

1. If available, use an Ethernet cable to connect directly to the internet.
2. Or, if using WiFi is available, move closer to WiFi router.

Fix No Sound

This often occurs when the audio is not turned up. Follow the steps below to fix this.

1. Use a YouTube video or another audio source to test that your device’s audio is turned up and working.

Fix Audio Echo

This often occurs when the audio turned up loud enough for your microphone to pick it up. Follow the steps below to fix this.

1. If available, use a pair of headphones.
2. Or, turn your device’s audio down.