Telehealth issues
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Anybody else having issues with lag time, screen freezing, screen going black or the call being dropped with telehealth? I'm having these issues almost every time I use it. I'm thinking of using a different platform like VSEE. My husband uses it and has no problems and we are in the same house. I tested my internet speed and it is good.

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    Gillian

    Hi Missy, I'd be happy to help. It sounds like an issue with your device - you can run this diagnostic test to determine what might be causing these issues: https://tokbox.com/developer/tools/precall/

    Let me know if you have any additional questions about this, or anything else SimplePractice. I'm here to help.

    Hi Missy, I'd be happy to help. It sounds like an issue with your device - you can run this diagnostic test to determine what might be causing these issues: https://tokbox.com/developer/tools/precall/

    Let me know if you have any additional questions about this, or anything else SimplePractice. I'm here to help.

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    Jacqueline Parodi

    I  am having problems with screen orienting the correct direction on my IPad,  I have rried to rotate and it continues to have problems..,I don’t see how I can fiz

    I  am having problems with screen orienting the correct direction on my IPad,  I have rried to rotate and it continues to have problems..,I don’t see how I can fiz

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    Carrie Peterson

    I am having issues with the sound on my laptop with my Telehealth sessions. My client says on her end I am echoing and on my end I can barely hear them. I do not know how to fix this issue.

    I am having issues with the sound on my laptop with my Telehealth sessions. My client says on her end I am echoing and on my end I can barely hear them. I do not know how to fix this issue.

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    Gillian

    Hi Jacqueline, the issue with screen orientation on iPad has been resolved in our most recent release of the Telehealth by SimplePractice app - you can visit the App Store to download the update. 

    Carrie, run through these troubleshooting steps and let us know if you're still having issues with clients hearing you: 

    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 Jacqueline, the issue with screen orientation on iPad has been resolved in our most recent release of the Telehealth by SimplePractice app - you can visit the App Store to download the update. 

    Carrie, run through these troubleshooting steps and let us know if you're still having issues with clients hearing you: 

    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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    James Presant

    VSee works fine for me in early morning, I suspect because only East Coast clients are using VSee. Later, when more time zones get online. Quite often VSee won't even start when I click on it. 

    VSee works fine for me in early morning, I suspect because only East Coast clients are using VSee. Later, when more time zones get online. Quite often VSee won't even start when I click on it. 

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    Gillian

    Hi James, that's too bad. I'm sorry to hear the platform you're using isn't working out for you. Have you considered using SimplePractice's integrated Telehealth platform? Unlike other platforms, we're fully equipped to handle a nearly unlimited call volume without connectivity issues.

    Hi James, that's too bad. I'm sorry to hear the platform you're using isn't working out for you. Have you considered using SimplePractice's integrated Telehealth platform? Unlike other platforms, we're fully equipped to handle a nearly unlimited call volume without connectivity issues.

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    Libby Lee

    Yes I am experiencing the same issue with the screen freezing, or the client just disappears and I have to restart the call.  During one of my telehealth sessions the call dropped (3x) and finally I just used my phone to continue the session.  I ran the toolbox test today and it read 'excellent' however it's hard to navigate technology when the client is in the middle of speaking and we have to stop and figure out which end has the issue.  How do I know when it's my connection vs. the client?  What's the best way to resolve the issue if the screen freezes.

    Thanks for your help,

    Yes I am experiencing the same issue with the screen freezing, or the client just disappears and I have to restart the call.  During one of my telehealth sessions the call dropped (3x) and finally I just used my phone to continue the session.  I ran the toolbox test today and it read 'excellent' however it's hard to navigate technology when the client is in the middle of speaking and we have to stop and figure out which end has the issue.  How do I know when it's my connection vs. the client?  What's the best way to resolve the issue if the screen freezes.

    Thanks for your help,

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    Gillian

    Happy to help, Libby. It sounds like the client's connection was the culprit in the session you described, especially if your connection looked good on the Pre-Call Tool results. It's a two-way street - both you and the client need to have a strong connection to maintain the secure video call. You can send clients the Pre-Call Tool to confirm that their connection can handle a call as well: https://tokbox.com/developer/tools/precall/

    Happy to help, Libby. It sounds like the client's connection was the culprit in the session you described, especially if your connection looked good on the Pre-Call Tool results. It's a two-way street - both you and the client need to have a strong connection to maintain the secure video call. You can send clients the Pre-Call Tool to confirm that their connection can handle a call as well: https://tokbox.com/developer/tools/precall/

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    Sue Ryan

    So twice now, I have logged in to begin the video session and so has my client. Both screens tells us 'waiting for the other party." How do I fix this? I ended up using another telehealth service. 

    So twice now, I have logged in to begin the video session and so has my client. Both screens tells us 'waiting for the other party." How do I fix this? I ended up using another telehealth service. 

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    Gillian

    Hi Sue, make sure you're joining that specific client's Telehealth session - the link is different for each client. 

    Hi Sue, make sure you're joining that specific client's Telehealth session - the link is different for each client. 

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    Sue Ryan

    Hi Gillian,

    Your response makes sense. However, I am clicking on the correct client link from the calendar. So, how else can I address this issue?

     

    Hi Gillian,

    Your response makes sense. However, I am clicking on the correct client link from the calendar. So, how else can I address this issue?

     

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    Gillian

    Hi Sue, we'd be happy to investigate this further. Please reach out through the ? bubble so the Success team can look into this in-depth, if you haven't already. - Gillian  

    Hi Sue, we'd be happy to investigate this further. Please reach out through the ? bubble so the Success team can look into this in-depth, if you haven't already. - Gillian  

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    maria gallegos skomal

    Hello,  I am having problems with the screen freezing or the voice stopping every few seconds with my telehealth sessions.  I have tried to move rooms.  It happens with most of my video calls.  I end up ending call and using unsecured ways such as face time or whatsapp.   Please advice as I cannot conduct sessions when image or voice is frozen many times during the session.

    Hello,  I am having problems with the screen freezing or the voice stopping every few seconds with my telehealth sessions.  I have tried to move rooms.  It happens with most of my video calls.  I end up ending call and using unsecured ways such as face time or whatsapp.   Please advice as I cannot conduct sessions when image or voice is frozen many times during the session.

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    Kristy Drummond

    Hi.  I am having continuous problems with Telehealth freezing up and a lag with voice.  The last session I had on it, it would cut out every other word the client was saying.  My internet is good, as I have tried it in two different office locations (Georgia/Alabama) and at my home with the same results. I'm having to end my Telehealth sessions and complete by phone or facetime as my clients are frustrated with me requesting them to repeat or talking over one another.  As I work with teenagers, I don't want this to become a barrier with their treatment.  Any suggestions? I've tried it on my laptop and ipad with the same results. 

    Hi.  I am having continuous problems with Telehealth freezing up and a lag with voice.  The last session I had on it, it would cut out every other word the client was saying.  My internet is good, as I have tried it in two different office locations (Georgia/Alabama) and at my home with the same results. I'm having to end my Telehealth sessions and complete by phone or facetime as my clients are frustrated with me requesting them to repeat or talking over one another.  As I work with teenagers, I don't want this to become a barrier with their treatment.  Any suggestions? I've tried it on my laptop and ipad with the same results. 

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    Anna W. Stowell

    How can I make my telehealth session 'full screen' on my laptop during a session? I can do this on non-professional Zoom calls, but can't seem to fill my screen with the telehealth session. I want to get all distractions away.

    How can I make my telehealth session 'full screen' on my laptop during a session? I can do this on non-professional Zoom calls, but can't seem to fill my screen with the telehealth session. I want to get all distractions away.

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    Diana Walla

    I am having a problem with audio lag that is leaving me with an echo when I speak. I have tried with and without headphones, adjusting the volume, rebooting, exiting all other programs, and when I take the pre-call test it tells me all is fine. How can I get it to work again? Thanks

    I am having a problem with audio lag that is leaving me with an echo when I speak. I have tried with and without headphones, adjusting the volume, rebooting, exiting all other programs, and when I take the pre-call test it tells me all is fine. How can I get it to work again? Thanks

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    Sara Osborne

    I am also having issues with lag and the video/audio cutting out when I use telehelath through the SimplePractice platform.  I ran the precall tool  you suggested and it said everything is fine.  This is happening with multiple clients and when I use other platforms for work I do not have this issue.

    I am also having issues with lag and the video/audio cutting out when I use telehelath through the SimplePractice platform.  I ran the precall tool  you suggested and it said everything is fine.  This is happening with multiple clients and when I use other platforms for work I do not have this issue.