Telehealth Sound Issues
Answered
I have not been able to do sessions via the Telehealth platform because the sound is so low, lately. When I click over to FaceTime or Skype, my sound is fine.
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Hi Dr. Long,
I hope you are having a wonderful week so far.
I understand you're experiencing difficulty with your Telehealth connection and I'd be happy to provide you with suggestions to troubleshoot this issue.
I would recommend using this Pre-call Tool before your calls to test the quality of your connection. This is where you can test out your speaker volume or your microphone volume as well to see if it's in the acceptable range.
Here is an excerpt from our Help Center on Telehealth if you continue to have issues:
What do I do if I'm having audio problems?
Follow these steps to verify your computer can capture and play audio:
- Be sure your volume is not muted. This is a common cause for not being able to hear audio.
- Check that your computer is using the correct audio device. Applications that use sound usually let you select a source.
- Try to use a headset or speakers to confirm your computer can play audio.
- Close any open media player (Spotify, Facebook, etc.).
- Applications and media players can get control of your speakers and not let go until closed.
- Your browser settings can get corrupted and prevent your audio from working properly.
- Clear your browser cache of cookies and reopen the site.
- Update your web browser to the latest version.
- If you’re using a dedicated sound card, be sure to update its drivers.
- Reboot your computer and try to play audio again.
To learn more about how to optimize yourself for Telehealth, I'd recommend the following guide in our Help Center: Telehealth FAQs
Please feel free to reach out if you want me to look in to a particular session or if you need anything else.
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I need help with not hearing about 50 % of my clients well at all. I did all the audio tests, and everything is good on my end. All clients can hear me quite well. I am really struggling to hear them, and they are having to put their phones right up to their mouths for me to hear them. Please help thanks!
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Hi Kelly, happy to help. Have you had a chance to use this Pre-Call Tool to double-check that you and your clients are ready for the call? https://tokbox.com/developer/tools/precall/
Tracy, are your clients using headphones with a mic? I'd definitely recommend that they do to address the audio issue - also, be sure that the device you're using has the volume turned up. -
Tonya, SimplePractice's Telehealth currently does not support streaming audio from shared videos - it's best to share the link to the video with your client through Secure Messaging and watch it together versus sharing your screen.
Jonathan, SimplePractice’s Telehealth platform does not currently support group and couple’s sessions if they are not in the same location. We are actively working toward this functionality. If your couple is joining from the same location, a headphone splitter might be a good option for them to look into.
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I've had no sound problem with some calls, including iphone and android phones.
It would be great to figure out what happened with other phones. It is as though the microphone wasn't working as a speaker phone.
When there is a sound problem, should clients be able to mute the sound in Telehealth and have a simultaneous voice call using the same phone, at least as a fallback?
Thanks.
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Hi Joseph, I'd be happy to help. Here's a guide on troubleshooting audio issues in SimplePractice: https://support.simplepractice.com/hc/en-us/articles/360002997731-Telehealth-FAQs#whatdoidoi
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This is what happened with two of my clients. When they first click on the link they are asked to allow Telehealth to access their microphone and camera. Both my clients didn’t accept the microphone. That’s why I couldn’t hear them.
Solution; have them go to their settings on their phone and go to the Telehealth app. Once they click on it they will see that their microphone is turned off. Turn it on. Problem solved.
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I am muted and I cannot unmute when I am on a telehealth session, My clients can not hear me. I have checked my computer and the sound is on and my browser has permission to access my microphone and camera. On the telehealth window on my browser, the box that shows my face has a microphone icon with a slash over it. How do I unmute it so that my clients can hear me?
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Hi, I am having the same problem as Lisa. The microphone icon over my picture shows that I am muted and clients cannot hear me, despite muting and unmuting on the control bar on the screen. This started suddenly yesterday during a telehealth session, but was fine prior to that. I am using a PC. I have tried using both Microsoft Edge and Chrome and checked the settings for both of them. There is no problem with my microphone using any other platform. I had to switch over to Zoom today. Any suggestions?
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