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New Telehealth App Screen Problem

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14 comments

  • Gillian

    Happy to help, Rachelle. Our team released a fix for this issue yesterday morning - you can download the latest version of Telehealth by SimplePractice at the App Store to resolve it. If you're still having trouble after updating your app, just let us know.

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  • Jane Ridgway

    What is the fix for a desktop or laptop not using the mobile ap?

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  • Gillian

    Hi Jane, can you clarify your question, please? What are you trying to fix or resolve? Let me know - I'm here to help. 

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  • Carmen O. Munson

    Hello. Over the past several days I have been having issues doing telesessions from my ipad.

    I had been exclusively using my ipad for telesessions over the past 2 months, as I've found it more reliable than my computer. I had to revert back to doing them on my computer these past 2 days. It works fine there. My internet connection is working fine on both devices.

    I went to the App store and clicked on the Simple Practice Telehealth App in case there were any new updates causing this issue.

    It's very frustrating! Please help!

    The message I get is

    "No connection. Cannot connect to our service. Please check your network connection and try again. "

    This does not make sense as I am able to stream video programs while that message comes up for SP.

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  • Krystal Davis

    Whenever my client's use their phone to connect for the Telehealth sessions I frequently become pixelated or part of my face disappears and other weird things. This has also happened the one time I used my phone. Does the telehealth feature really only work if you use your computer? Thank you.

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  • Frances M. Belcher

    How do I remove my face from the telehealth session?  My face is blocking the clients (couples) faces.  Its more important for me to see them than to see myself.  thanks, Fran B.

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  • Julie Osterling

    When will I be able to “share screen” on iPad or iPhone.  I clients with ASD who need visuals!  If it won’t be soon then I need to move to a different platform.  

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  • Dr. Nicole Arkadie

    I just recently downloaded the simple practice app on my ipad (8/19/2020) it is still sideways. I read previous posts from 5months ago that said the problem was fixed, but it's not. Please advice.

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  • Ruth

    Hi Everyone, 

    We sincerely apologize for the delay in response. Please find my answers to each of your questions below. 

    To give you some context around our support processes, our Customer Success Group has been inundated with requests since the start of the COVID-19 pandemic. We're currently working on how to efficiently respond to Community Forum posts during these unprecedented times. However, the quickest way for you to get in touch with us directly is by submitting a SimplePractice Help Request Form. You can also reach us via Live Chat, Monday through Friday, 7am - 6pm PT. To do this from your account, click the ? icon at the bottom > Get Help > Live Chat.  

    Carmen - I'd recommend checking your device for any operating system updates that might be available. To do this on an iPad, first plug it into it's charger and make sure it's connected to your WiFi. Next, click Settings > General > Software Updates, if there are any updates Install them. Here is a guide from Apple Support: https://support.apple.com/en-us/HT204204. Also, I'd recommend clicking on the Test Internet Connection link from your Telehealth by SimplePractice app prior to trying to join a session. If your internet connection isn't great, you'll get recommendations on how to improve it. I've also included some general tips here: How to Improve your Internet

    Krystal - Like Carmen, the pixelation issue may have to do with you, or your clients' internet connection. Please click on the Test Internet Connection link before joining a session and instruct your clients to do the same. Follow the instructions listed if you have weak network connectivity, you can also find our tips here: How to Improve your Internet. Also, share our Telehealth FAQs for Clients with your clients so they're set-up to hold Telehealth appointments. 

    Frances - To reconfigure which participant is shown more prominently on the Telehealth by SimplePractice app, you'll want to click on their image. This should allow you to minimize the view of your video and enlarge the pictures of your client(s). 

    Julie - If you're using your browser and your clients are using the Telehealth by SimplePractice Mobile App, you'll still be able to share your screen with them, they just can't share their screen with you. If you'd like to share your screen from your tablet, or phone during a Telehealth session, you can choose to login to your SimplePractice account using your web browser, then join the session from the browser instead of the mobile app. 

    Dr. - I'd first recommend updating your iPad's operating system, same way I instructed Carmen: Plug your iPad it into it's charger and make sure it's connected to your WiFi. Next, click Settings > General > Software Updates, if there are any updates Install them. Here is a guide from Apple Support: https://support.apple.com/en-us/HT204204. I'd also recommend updating your Telehealth by SimplePractice app from your App Store. 

    If you'd like us to investigate your specific device, or account configuration, please submit a Help Request from your SimplePractice account. Click on the "?" icon to the bottom right > Get Help > Ask Question > Email. You can also click here to submit a Help Request: SimplePractice Help Request Form.

    Thank you all for contributing to this post and being part of our Community! 

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  • Jennifer Bame

    It seems the screen orientation is an issue with the latest Telehealth App update. My clients have been having difficulty with this the last two weeks (1/19/2021).  

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  • Jo A. Johnson

    I'm having the same issue as listed by Jennifer Bame.  The screen orientation with the app won't adjust with my tablet like it once did.  My client are sideways which isn't a huge problem, and don't have a permanent way to fix this since my tablet stand only support the device on it's side.  

     

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  • Mary Preston

    I am also having this issue 1/21/2021.  It is not the tablet I'm using, all other apps are able to rotate.  Anyone have a hack for this in the meantime?  Maybe a forced rotation app?

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  • Ruth

    Hi Everyone, you're correct, the latest Telehealth Android app update doesn't include the ability to rotate in landscape mode. We're currently working on an app update that will reinstate this rotation functionality. I promise our engineers are working hard to make sure this update is released soon! In the meantime, please continue to use the Telehealth by SimplePractice app in portrait mode, or hold your calls on a computer browser

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  • Michael Running

    Is there a way on my Samsung tablet to use the browser rather than the app for teletherapy appointments? As others have noted, the lack of landscape mode in the app is a big issue for me. Thank you

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