Telehealth App Problem
Answered

Is this happening to anyone? Any solution ?

After downloading the Telehealth app into my client's iphone...
I am at my computer and I'm trying to use the telehealth app with my client. After he receives the email on his phone, he clicks on the Join link...

The first thing that happens is that a Telehealth screen shows up stating "Please use Telehealth app to access this call" ....but, It's already installed in his iphone...

There's a red "Open Telehealth" button that when pressed just reloads the same screen described above...

There is also a "Download on the app store" button that when pressed takes you to the App store, but since is already downloaded ...so it gives the option to "open"

As the Telehealth app opens on his iphone, my client is asked to:
"Enter or paste your video link (required)"
....This is the issue.... where can we get this link now? We tried going back and forth to the message with the link several times, but it still took us to this whole situation again and did not work...

Does anyone know how to solve this? Please provide a solution?

9 comments

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    Gillian

    Hi Sandra, happy to help. Can you clarify whether your client is using an iOS or Android device?

    Hi Sandra, happy to help. Can you clarify whether your client is using an iOS or Android device?

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    Melissa Engle

    how about an answer either way Gillian, thanks

    how about an answer either way Gillian, thanks

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    Gabrielle Lawrence

    My camera works on Zoom Calls but not with Simple Practice online. It does work on your mobel app  so the problem is wth the on line app. I have a mac book. Initially it was working on on my laptop  . It was working but just stopped. I can enter the information  on the calendar to start the call and  then try to start the call. it goes to the screen that says "join the Call" I put in my name and click the red box but nothing happens. Neither the camera or the microphone become activated. As a result I can not make any telehealth call on simple practice on line although all my clients information is located on the Simple practice platform. There is a major problem  with the video conference part of the app. I need help.  I pay $69 a month and am up to date with my payment. 

    I have tried to get support but none of your bots can help. I am pretty frustrated at this point after loading my case load on to Simple Practice and now I can't use it for the reason I got on it, video conferencing.  I also  chose SP over Doxy me because you indicated you have live support. After trying to fix this for an entire week, I believe that is false advertising. I have pleaded for someone to contacted me with live support  for a week and no one has contacted me. Please call me with a live person.

    Very frustrated and disappointed

    Gabrielle Lawrence PhD. 480-326-3222 cell voice messages to 480-991-9132

     

    Gabrielle 

    My camera works on Zoom Calls but not with Simple Practice online. It does work on your mobel app  so the problem is wth the on line app. I have a mac book. Initially it was working on on my laptop  . It was working but just stopped. I can enter the information  on the calendar to start the call and  then try to start the call. it goes to the screen that says "join the Call" I put in my name and click the red box but nothing happens. Neither the camera or the microphone become activated. As a result I can not make any telehealth call on simple practice on line although all my clients information is located on the Simple practice platform. There is a major problem  with the video conference part of the app. I need help.  I pay $69 a month and am up to date with my payment. 

    I have tried to get support but none of your bots can help. I am pretty frustrated at this point after loading my case load on to Simple Practice and now I can't use it for the reason I got on it, video conferencing.  I also  chose SP over Doxy me because you indicated you have live support. After trying to fix this for an entire week, I believe that is false advertising. I have pleaded for someone to contacted me with live support  for a week and no one has contacted me. Please call me with a live person.

    Very frustrated and disappointed

    Gabrielle Lawrence PhD. 480-326-3222 cell voice messages to 480-991-9132

     

    Gabrielle 

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    Debra J. Bruemmer

    I am having difficulty as well. I can be on and a client can be on but we don’t connect???

    its like we’re in different waiting rooms. Last night one session worked, the other didn’t. Starting to get frustrated as well! 

    I am having difficulty as well. I can be on and a client can be on but we don’t connect???

    its like we’re in different waiting rooms. Last night one session worked, the other didn’t. Starting to get frustrated as well! 

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    James L. Ferry

    first time using telehealth, client and myself both on it and we were not connected! Not impressed so far.

    first time using telehealth, client and myself both on it and we were not connected! Not impressed so far.

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    Sherrie King

    I have been experiencing a lot of buffering during telehealth sessions. Every session I have lost connection with my clients and have to reconnect multiple times. I have upgraded my services with my internet provider and added a dual modem so that the only devices on my 5G service is my laptop and cell phone. All other devices are connected to 2.4G. I have tried turning off all devices during sessions in order to avoid losing connection with clients. That does not work! I am not experiencing this problem with any of my other apps. I believe it is the Simple Practice Program. How can I eliminate this problem? Please Help!

    I have been experiencing a lot of buffering during telehealth sessions. Every session I have lost connection with my clients and have to reconnect multiple times. I have upgraded my services with my internet provider and added a dual modem so that the only devices on my 5G service is my laptop and cell phone. All other devices are connected to 2.4G. I have tried turning off all devices during sessions in order to avoid losing connection with clients. That does not work! I am not experiencing this problem with any of my other apps. I believe it is the Simple Practice Program. How can I eliminate this problem? Please Help!

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    Carmen Tillman

    I have two clients who also have their app just shut down in the middle of session. They use IOS, state their phone is up to date and nothing running in the background. 

    I have two clients who also have their app just shut down in the middle of session. They use IOS, state their phone is up to date and nothing running in the background. 

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    Shannon McClard

    Are there any answers to any of these questions? I have had similar issues.  I cannot connect with a client right now. She has the app and link to her session but the app won't open. This is the 3rd time we've tried to have a video session and we're both frustrated. 

    Today when I tried to join the video call, I clicked "join" and nothing happened, it just hung there. My internet connection was tested & "excellent". Happened several times but I was able to join the session after rebooting my pc the SECOND time.  

    Another client and I are able to connect without issue, but sometimes all of sudden, she cannot hear me. but I can hear her. Then we have to go through interruptions, rebooting, etc.  My pc and mike are new and functioning properly.

    Meanwhile, my client right now can't get her app to work.  What do we do?

    Are there any answers to any of these questions? I have had similar issues.  I cannot connect with a client right now. She has the app and link to her session but the app won't open. This is the 3rd time we've tried to have a video session and we're both frustrated. 

    Today when I tried to join the video call, I clicked "join" and nothing happened, it just hung there. My internet connection was tested & "excellent". Happened several times but I was able to join the session after rebooting my pc the SECOND time.  

    Another client and I are able to connect without issue, but sometimes all of sudden, she cannot hear me. but I can hear her. Then we have to go through interruptions, rebooting, etc.  My pc and mike are new and functioning properly.

    Meanwhile, my client right now can't get her app to work.  What do we do?

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    Gillian

    Hi everyone, we apologize for the time it's taken to address the questions in this post. 

    Here's a guide on troubleshooting Telehealth appointments that we recommend looking at. This comprehensive guide includes steps to take if you're experiencing issues with a Telehealth call's connection or sound. https://support.simplepractice.com/hc/en-us/articles/360041146032-Troubleshooting-Telehealth-appointment-issues

    For future reference, the quickest way to get support for account-specific questions is to send us a help request by clicking the blue question mark icon on the lower right of your SimplePractice account > clicking Get Help. For more details, feel free to check out this Help Center guide: Logging in to SimplePractice and submitting help requests.

    Although we're periodically monitoring the Community Forum, this is also a place for customers to exchange ideas and engage with one another on how to best use our platform. Thank you all for acting as resources for each other in the meantime.

    Hi everyone, we apologize for the time it's taken to address the questions in this post. 

    Here's a guide on troubleshooting Telehealth appointments that we recommend looking at. This comprehensive guide includes steps to take if you're experiencing issues with a Telehealth call's connection or sound. https://support.simplepractice.com/hc/en-us/articles/360041146032-Troubleshooting-Telehealth-appointment-issues

    For future reference, the quickest way to get support for account-specific questions is to send us a help request by clicking the blue question mark icon on the lower right of your SimplePractice account > clicking Get Help. For more details, feel free to check out this Help Center guide: Logging in to SimplePractice and submitting help requests.

    Although we're periodically monitoring the Community Forum, this is also a place for customers to exchange ideas and engage with one another on how to best use our platform. Thank you all for acting as resources for each other in the meantime.