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Mac Big Sur OS Update and Static on Telehealth

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21 comments

  • Heidi Marks

    Hi J,

    I experienced the same thing today and had to switch to using my phone. Exact same issues as you, and it hasn't improved yet today.

    Thanks!

     

     

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  • Thomas Fronczak

    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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  • Thomas Fronczak

    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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  • Ruth

    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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  • Heidi Marks

    Thanks for helping them resolve this, Thomas! I used Chrome for the rest of my sessions, as well, and it worked out well. 

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  • Lillesol Kane

    I had the exact same issue. Had to use my phone.

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  • Heidi Marks

    For those of you still experiencing problems, have you tried to use Chrome? I switched over from Safari yesterday and there are no issues at all. Would certainly like to stick with Safari, but for the short-term, I recommend Chrome. 

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  • Patrick Holley

    it is a mac problem, I think, not necessarily Big Sur.  Because the same thing happened on my computer I had not upgraded to Big Sur yet.  So I think it clearly is safari.  thanks all!

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  • Patrick Holley

    Ok, I tried Chrome, but this time the garble was when I spoke, not the client.  So Chrome didn't work either.  maybe I'll try firefox.  I did use my ios phone yesterday and it worked fine.  

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  • Patrick Holley

    Another update.  I tried  my iphone again, but it is still garbled.  so this make me think it is a mac thing afterall because the garbling happened using doxy.me, using my mac and my phone and using chrome.  Are people with windows operating systems having problems?

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  • Andrea Mojica

    I have a Mac and still having issues on safari. Chrome helped at first but now static is starting and picture quality is blury. I hope this is fixed ASAP.

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  • Raven A. Register

    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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  • J Alex Sanger

    Ruth, thanks for confirming. Is the Safari fix "waiting for Apple" or something that Simple Practice is working on? Thanks!

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  • Ruth

    It's an Apple issue, but we recommend using Chrome, or Firefox regardless!

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  • Lois Horowitz, PhD, LCSW

    I am having the same problem since yesterday. I am using an ipad air -- and was instructed by SP to use Safari browser -- should I anticipate any problems using Chrome or Firefox?

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  • Teresa Petersen

    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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  • Lois Horowitz, PhD, LCSW

    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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  • Ruth

    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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  • Lois Horowitz, PhD, LCSW

    When signed up for SP i was told not to use the app on my ipad - only the iphone - because of problems they were having with the app and have been using Safari since the summer with no problems - i wonder why I wasn’t informed of this change?

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  • Ruth

    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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  • Lois Horowitz, PhD, LCSW

    FYI - I just went to the help section for iPad use and it still tells people to use the browser instead of the app. SP need to update the help section!

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