Telehealth
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Telehealth video was working this morning but now is now is not.  Are there problems with the system?

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    Gillian

    Hi Marlea, SimplePractice's Telehealth platform is up and running as normal. If you haven't already, be sure to check your connection and the client's connection, as well as your devices, using the Pre-Call Tool: https://tokbox.com/developer/tools/precall/

    Hi Marlea, SimplePractice's Telehealth platform is up and running as normal. If you haven't already, be sure to check your connection and the client's connection, as well as your devices, using the Pre-Call Tool: https://tokbox.com/developer/tools/precall/

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    ginger moriarty

    I have the same problem. Video on my iPad inconsistently stops working. I sign in and can see my client but no video shows up. Yesterday it worked for one client and then not for the next right after. I'll try the pre-call tool but still wondering if it's a connection issue on the side of SP...

    I have the same problem. Video on my iPad inconsistently stops working. I sign in and can see my client but no video shows up. Yesterday it worked for one client and then not for the next right after. I'll try the pre-call tool but still wondering if it's a connection issue on the side of SP...

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    Kimela Kluthe, LMFT

    When using the service on my Mac I get inconsistent results. I get a much better connection with my iPhone. This is a problem because I can't plug in a microphone and a charger at the same time, so my battery runs low. I fear I will not be able to maintain the last session of the day if I have 4 or 5 sessions in a row.

    When using the service on my Mac I get inconsistent results. I get a much better connection with my iPhone. This is a problem because I can't plug in a microphone and a charger at the same time, so my battery runs low. I fear I will not be able to maintain the last session of the day if I have 4 or 5 sessions in a row.

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    Gillian

    Hi Ginger, let me know how your Pre-Call Tool results came back and I'd be happy to troubleshoot further. Kimela, I'd recommend using this tool to determine why your connection on your Mac is inferior to your iPhone's connection: https://tokbox.com/developer/tools/precall/

    Hi Ginger, let me know how your Pre-Call Tool results came back and I'd be happy to troubleshoot further. Kimela, I'd recommend using this tool to determine why your connection on your Mac is inferior to your iPhone's connection: https://tokbox.com/developer/tools/precall/

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    Laura Gilliom

    I have had no problems using telehealth until this morning, when my sessions suddenly cut off near the end (video and audio).  Both times SP was slow to respond afterward, wondering if the system is overloaded with people using it?

    I have had no problems using telehealth until this morning, when my sessions suddenly cut off near the end (video and audio).  Both times SP was slow to respond afterward, wondering if the system is overloaded with people using it?

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    Suzanne Thompson

    The pre-call test runs well (4.5/4.5), but none of my clients could hear me several days ago. Since then, I've jettisoned S.P. for telehealth purposes. When this occurred, I downloaded Doxy and I have not had that problem.  I was really hoping to be able to use ALL functions of S.P., though, and would like to resolve this issue...

    The pre-call test runs well (4.5/4.5), but none of my clients could hear me several days ago. Since then, I've jettisoned S.P. for telehealth purposes. When this occurred, I downloaded Doxy and I have not had that problem.  I was really hoping to be able to use ALL functions of S.P., though, and would like to resolve this issue...

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    Gillian

    Hi Laura, SimplePractice is not overloaded - we're monitoring our error rates and usage rates closely and our Telehealth provider is working with us to ensure that our platform continues to function smoothly despite the increase in Telehealth appointments. Try clearing your cache and cookies and let me know if the issue persists. 

    Suzanne, here are some tips to help you troubleshoot audio issues: 

    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.

    Tip: For information about enabling camera and microphone access, please see: Getting started with Telehealth.

    Hi Laura, SimplePractice is not overloaded - we're monitoring our error rates and usage rates closely and our Telehealth provider is working with us to ensure that our platform continues to function smoothly despite the increase in Telehealth appointments. Try clearing your cache and cookies and let me know if the issue persists. 

    Suzanne, here are some tips to help you troubleshoot audio issues: 

    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.

    Tip: For information about enabling camera and microphone access, please see: Getting started with Telehealth.

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    Nicole Williams

    Hello when I am on a call and have to switch to another screen to look at a worksheet or pull up something to review with a client, their picture goes away and I cannot see them until I click back on the call.  With Zoom I can see the person no matter what other screen is used.  Is there a way to change this on Simple Practice?

    Hello when I am on a call and have to switch to another screen to look at a worksheet or pull up something to review with a client, their picture goes away and I cannot see them until I click back on the call.  With Zoom I can see the person no matter what other screen is used.  Is there a way to change this on Simple Practice?

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    Gillian

    Hi Nicole, happy to help. SimplePractice is a browser-based application, which means that your calls live in your browser instead of in a separate application on your computer. We recommend using Split View or Split Screen (for Mac and Windows operating systems, respectively) to view other screens while still seeing your client. 

    Hi Nicole, happy to help. SimplePractice is a browser-based application, which means that your calls live in your browser instead of in a separate application on your computer. We recommend using Split View or Split Screen (for Mac and Windows operating systems, respectively) to view other screens while still seeing your client. 

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    Jessica Veroline

    Good Morning,

     

    Today, when I attempted a telehealth session, I encountered a time out of session and so did the client. When we both attempted to log on again, I could see the client, but they could not see me and said they saw a waiting message. Afterwards, I did the pre-run call and there weren't any errors. What do you recommend to resolve this?

     

    I appreciate your assistance. Thank you!

    Good Morning,

     

    Today, when I attempted a telehealth session, I encountered a time out of session and so did the client. When we both attempted to log on again, I could see the client, but they could not see me and said they saw a waiting message. Afterwards, I did the pre-run call and there weren't any errors. What do you recommend to resolve this?

     

    I appreciate your assistance. Thank you!

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    Haniya Silberman

    Ive been using telehealth video sessions for the past few months and have had no issues. Suddenly, I couldn't access the "join call" button last night and then again this morning. It looks like I now need to add my name in order to be able to "join call". Although, when I trued that just now, I was able to click "join call", but the camera never turned on. Was there some sort of change to the system? Please help!

    Ive been using telehealth video sessions for the past few months and have had no issues. Suddenly, I couldn't access the "join call" button last night and then again this morning. It looks like I now need to add my name in order to be able to "join call". Although, when I trued that just now, I was able to click "join call", but the camera never turned on. Was there some sort of change to the system? Please help!

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    Lisette R. Lahana

    More than once with SP my clients could not hear me or I could not hear them.  Today it took 7 minutes out of my session to get SP connected.  I signed in and out twice, still didn't work.  My client signed in and out, then said they got an error message and could not reconnect.  Finally they connected in again.  Multiple times I have had to give up on using SP and use Zoom Telehealth (which I also pay for) instead.  This is incredibly frustrating, especially as I am paying for this service and have paid for the yearly fee.  If I could I would cancel it as it is uneven service and frustrating for patients and very unprofessional to have this happen.

    More than once with SP my clients could not hear me or I could not hear them.  Today it took 7 minutes out of my session to get SP connected.  I signed in and out twice, still didn't work.  My client signed in and out, then said they got an error message and could not reconnect.  Finally they connected in again.  Multiple times I have had to give up on using SP and use Zoom Telehealth (which I also pay for) instead.  This is incredibly frustrating, especially as I am paying for this service and have paid for the yearly fee.  If I could I would cancel it as it is uneven service and frustrating for patients and very unprofessional to have this happen.

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    Paul D. Pinette

    I too have been having connection problems. Yesterday, I lost connections with my clients at least 4 times, and could not reconnect. I had to use another form of Telehealth to meet with them. Strangely, my clients said they could see and hear me, but I could not see or hear them. All I could see was a white spinning wheel, as if the page was trying to reload, but never reloading. A few times I would force a refresh of the page, and would log back in, and it would work fine. But then 5 minutes later, it would drop again.  This is the first time I have had this problem, and yes I have run the necessary tests as you advise and it comes out fine. 

    Please advise as I in hopes of using SP for the future, as I enjoy many of the features, but I cannot be losing connections like this!!

    I too have been having connection problems. Yesterday, I lost connections with my clients at least 4 times, and could not reconnect. I had to use another form of Telehealth to meet with them. Strangely, my clients said they could see and hear me, but I could not see or hear them. All I could see was a white spinning wheel, as if the page was trying to reload, but never reloading. A few times I would force a refresh of the page, and would log back in, and it would work fine. But then 5 minutes later, it would drop again.  This is the first time I have had this problem, and yes I have run the necessary tests as you advise and it comes out fine. 

    Please advise as I in hopes of using SP for the future, as I enjoy many of the features, but I cannot be losing connections like this!!

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    Nicole Williams

    My telehealth is freezing and sometimes my clients cannot see or hear me and I cannot see or hear them.  Also, simple practice keeps billing me for more clinicians using telehealth than are using it. 

    My telehealth is freezing and sometimes my clients cannot see or hear me and I cannot see or hear them.  Also, simple practice keeps billing me for more clinicians using telehealth than are using it. 

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    Ruth

    Hi All,

    We apologize for the late response and intend to address each of your scenarios individually. I've created help requests on your behalfs so that a member of our team can investigate your Telehealth functionality and provide specific recommendations over email. 

    In the meantime, I'd like to offer some general tips on how to set your browser, device and network to hold successful Telehealth appointments. 

    1. Update your operating system to the latest version:

    2. Use the most recent version of one of our recommended browsers:

    3. Clearing your browser cache

    4. Enabling your camera and microphone access for Telehealth 

    5. Checking your internet connection:

    If those steps aren't helpful, I'd recommend going over these guides as well: 

    I'd also recommend sharing this resource with your clients: Telehealth FAQs for clients.

     

    Hi All,

    We apologize for the late response and intend to address each of your scenarios individually. I've created help requests on your behalfs so that a member of our team can investigate your Telehealth functionality and provide specific recommendations over email. 

    In the meantime, I'd like to offer some general tips on how to set your browser, device and network to hold successful Telehealth appointments. 

    1. Update your operating system to the latest version:

    2. Use the most recent version of one of our recommended browsers:

    3. Clearing your browser cache

    4. Enabling your camera and microphone access for Telehealth 

    5. Checking your internet connection:

    If those steps aren't helpful, I'd recommend going over these guides as well: 

    I'd also recommend sharing this resource with your clients: Telehealth FAQs for clients.