Telehealth IOS
Answered
Hi! I ran into two different problems today in trying to have a client access the video sessions. She had successfully accessed the sessions before on both her phone and computer. So this was new.
The first issue with her computer is as follows:
She was initially able to access the video on her computer, but she could not hear me, although I could hear her. We disconnected to try again and then she could not get back into the video session. I sent her the link again and created another session and sent her that link both times the initial "Welcome" screen would appear without the video icon box or microphone box or name box filled in. She could put her name in the name box, but when she tried to access the drop down arrows in the video and microphone icon boxes they just became outlined in blue and would not give her any options to choose from. Also, she was not able to click on the "Join Video Call" but would get a circle with a line through it.
The second issue occurred when she tried to use her iphone instead:
My client tried to access our telehealth session by phone after not being able to access the video session on her computer. When she tried on her phone it said, "Safari cannot open the page because the address is invalid".
After this we rescheduled for Friday and I sent her the Telehealth Troubleshooting guide for clients, but I would like some guidance in case she runs into either of these problems again.
Thanks,
Jill
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I have just experienced the same issue that Jill mentioned her client went through and after clearing cache and browsing history and restarting everything. I now get a pop up that says "please click "allow" to enable access to your webcam and microphone" but there is no "allow" button to click and I can not get access to my video sessions at all.
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Hi I am logging into the video sessions with my clients and they are logging in using the link provided and we are not being placed in the same session room. I have not had this problem prior to this week, but it is occurred with all my clients. On both ends it is saying that we are waiting for the other party, when in all actuality we are both logged on. Please correct this issue expeditiously as it is hindering my practice daily. Thank you
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Hi Sharmane,
Our Mobile Engineering Team has released an update to resolve this issue, where the clinician and the client both receive a message saying "Waiting for other participants" when they join the same Telehealth video appointment.
To ensure that you have this latest update, please make sure that you have the latest version of the mobile app downloaded, and instruct your clients who use iPhones/iPads to do the same on their end.
Here are the steps to install this recent update on your mobile device:
- Navigate to the App Store > search Telehealth by SimplePractice.
- Select Telehealth by SimplePractice > tap Update, if applicable.
Please let us know if you continue to experience any issues with your Telehealth appointments after you and your clients have followed the steps I've listed above, and we'd be glad to assist you further.
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I am also having issues connecting with me for the tele psych app. I just had a new client today, she logged on and I was able to hear her but she could not hear me. I was on my laptop. So I got on my phone and used the app to call here which I have been doing. I even just bought a new laptop as I thought my old one was defective. So now Im thinking this is an issues with simple practice technology. Was wondering if there was something I needed to adjust on my laptop on my end. I have checked the sound and other things but continue to still have issues. I need help.
Val Gurule-Duran
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Hi Valerie,
I recommend checking out our Telehealth audio troubleshooting guidance here: Resolving audio issues.
Note that if the issue you're experiencing is occurring with one client only, this is likely due to the client not having their speakers turned up, or due to another program running on their device and being assigned to the speakers rather than the Telehealth session.
If this issue is occurring with all clients, it is likely that your microphone is not enabled or not granted access to Telehealth. To enable the microphone within the Telehealth session, click the microphone icon. If the icon has a red line through it and you are unable to enable it, this is likely due to a permission issue in either the browser or the computer. You can check your browser and device settings for permission to SimplePractice to access the microphone.
If you continue to encounter an issue with Telehealth audio, please submit a help request through your account so we can work with you to resolve it.
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Hi Teresa, often this happens when you try to access a link for an appointment that's in the past, even if the end time for the appointment was only a minute ago. You can move the appointment, or change it's duration to be able to join the session with the same link, or from the Calendar flyout window.
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Hi Catherine, please make sure you've enabled camera and microphone access for your device and browser: https://support.simplepractice.com/hc/en-us/articles/360001196372-Getting-started-with-Telehealth#enablingyo . If you're still unable to start your Telehealth Session, please submit an email Help Request so a member of our Technical Team can look into your Telehealth feature for you.
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Hi Melanie, happy to point you in the right direction! To speak with a team member directly, please click here to submit an email Help Request. If you think your questions would be better answered over a call, you can request to schedule one in the body of your email! Let me know if there's anything else I can help with.
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Today both my client and I received the same messages when trying to connect on our scheduled session. The message indicated the link was invalid or expired. I deleted the appointment, re-scheduled the appointment, and tried to use the new link with the same error message. I have more clients today. Is their a fix for this?
Lydia Wiede
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Another issue that has crept up relates to saving information. Several times when I've either entered new information or edited information about a client, after I save the change and attempt to leave the page, a pop up appears asking if I want to save or keep editing. This happens even when I just saved the page.
Other chronic problems include difficulty with microphones/airphones. I can have five sessions in a row and have them work for four. On the fifth I might try to join the session (without making any changes) and the microphone no longer works. I don't change any settings or change equipment. Very frustrating.
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