Mac Big Sur OS Update and Static on Telehealth
I updated my MacBook yesterday to the Big Sur OS. Since the update, I have static on Telehealth on my end only. It doesn't occur when playing music, watching a YouTube video or even doing FaceTime. It only occurs during Telehealth with Simple Practice. I have checked all of my System Preferences settings. In addition, I tried AirPods, and the static even occurs with the AirPods, telling me that it's not a hardware issue.
Is anyone else experiencing this? Thanks.
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Exact same issue for me. They are aware of the problem and investigating it. I got a phone call today after I sent in a HELP request, to help them trouble shoot it..... Pending resolve... I had garbley audio for 4 clients in a row... was tough!!!!!!! had to exit session and re-enter it.. that helped sometimes..... I ended up using CHROME for MAC this afternoon without problem.. .its clearly the Mac OS UPDATE to 11.0.1 and Safari Update to 14.0.1. You called it right!!
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I just got this response from support at simple practice.
“After looking online at Apple's forums, this looks to be an issue across the board with voice calls in Safari. As of right now, we'll need to wait and see if Apple releases a fix for this issue, so I recommend using another browser like Chrome or Firefox in the meantime.”
I chose chrome and it worked just fine for me. I think we all knew it had to do with the Apple update since the issue started immediately after the release of Big Sur. Which I do have to admit is a fantastic operating system. Absolutely beautiful looking and outside of this issue works so smoothly
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I have had the same static issues when the client speaks since Monday 11/16 only on Safari Simple Practice. I switched to Safari Psychology Today Sessions and it worked fine. It also works fine when I use Chrome Simple Practice. I did just upgrade today to Big Sur hoping this would be the solution to my problem but nothing has changed. Thanks for sharing everyone. Glad to know that someone is on the case!
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Hi Everyone, seems like you've all already hit the nail on the head, but just to confirm, there was a recent automatic update to Safari that caused issues with several video conferencing platforms, including Telehealth. You'll want to use one of our preferred browsers instead: Google Chrome, or Mozilla Firefox. If that doesn't seem to do the trick, please submit a Help Request to our Technical Team so they can investigate your Telehealth feature specifically!
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Same problem for me! I have a Mac Pro and just updated the operating system. Result in garbled sound on my end, clients don't hear it. Another issue I am having is with the updated video and screen share issues with Safari, screen share options work with Chrome but not Safari. I would prefer to use Safari as its my browser of choice. C'mon SP! Please fix these issues.
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I just spoke to SP by phone - they said they would mark the problem urgent, but couldn't give me a time when they would get back to me, "Maybe Saturday." I told them, I can't sit by my phone and wait for the call. I hope I get some answers. I wasn't able to use Firefox or Chrome on my IPAD.
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Hi Everyone, I can assure you, our team has been in communication with Apple and our Telehealth partner, Tokbox, so we can update you all as soon as the latest Safari update is available. This update is underway and will fix the current Telehealth audio issues! Apple plans on releasing the update within a couple weeks. In the meantime please use Chrome, or Firefox if on your computer, and use the Telehealth by SimplePractice mobile app if you're on your phone, or tablet.
Lois, to clarify, you can't use a browser to hold telehealth sessions on your iPad, tablet, or smartphone. There were some instances where you could join a session using your Safari browser on an iPad, but the latest iOS and app updates have phased out that functionality. You'll want to go to your App Store, search for "Telehealth by SimplePractice" and download it to your iPad. If you also have the normal "SimplePractice" app, you can join the appointment from your Calendar and it will open up in the "Telehealth by SimplePractice" app.
Thank you all for sharing your experiences, we hear you and are working hard to make sure you can resume holding Telehealth sessions on Safari soon.
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Hi Lois, we've made updates to the Telehealth app for more compatibility with tablets. Prior to these updates, customers could still use the Telehealth app on their tablets, but sometimes found using a browser worked better, so we offered that as an alternative. Since the Telehealth app was still downloadable on tablets, we didn't announce the release of these incremental enhancements. I'll relay your feedback to our Marketing and Product Teams so they can consider publicly announcing smaller enhancements that could affect customers' workflows. Thank you for your insight!
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