Skip to main content

Telehealth link issues

Answered

Comments

9 comments

  • Clare S. Bolek

    I have had this issue with my clients saying the link doesn't work.  This has happened the last couple of days.  I resent the link, and it worked.  Is this SP related or the Google issue?

    Comment actions Permalink
  • Renee Pugh, LCSW

    That's a good point. I wondered too if it was related to the Google thing. I have had sessions today that have been fine. 

    Comment actions Permalink
  • Ruth
    Hi Renee, Claire's right, these Gmail deliver issues were fixed this morning!
     
    To give you some context: Google reported systemwide outages from around 1:29PM to 3:51PM PT on 12/15/20, and 4:20PM to 5:30PM PT on 12/14/20. While this issue was not exclusive to SimplePractice customers and their clients, this affected SimplePractice features like appointment reminders, email notifications for documents, etc. After Google shared that their email delivery issue was resolved, we noticed our email filtering system put a block on the email addresses that bounced during the outage, causing continued email delivery issues.
     
    As of 4:00 AM PT today, 12/17/2020, our Engineering Team has removed all relevant email blocks related to the Google outage!
     
    We recommend resending the emails that were bounced or rejected so that they go through successfully to clients. You can review email statuses from your Reports > Emails Sent Report.
    Comment actions Permalink
  • Elizabeth Martin

    I have had this problem twice in two days. I've sent the link again, both through the system and by copying the link and sending it directly to the client and neither time could I get it to work. I ended up having to do a phone call instead, which is extremely frustrating. Please advise.

    Comment actions Permalink
  • Jennifer Kaplan

    I've had these issues as well about 4-5 times over the last several months.  It just happened again earlier today.  I had thought a client was a No Show because of it, but it turns out she was also waiting for me and thought I was late!  We were both waiting for each other in the virtual 'waiting room', but neither could see the other.  Extremely frustrating issue.  

    Yet another similar frustrating issue I've encountered, and a bit creepy to boot:  client can see and hear me in virtual wait room, but I can't see or hear them.  This has been resolved in the past only after client notified me; at least once I believe this was resolved by sending a new link, but that didn't always work, so we had also resorted to a phone call.  

    Comment actions Permalink
  • Ruth

    Hi Elizabeth and Jennifer, I've created Help Requests on your behalf so that a member of our Technical Team can investigate your Telehealth call logs and help you further. They'll be in touch with you shortly. 

    Comment actions Permalink
  • Rachel Lurie

    Hi Ruth, I've just read through this thread but wanted to report that unfortunately, this happened to me yesterday, 1/27/21, so it appears the problem is not yet fixed. Are there any more updates to the situation?  This is a client who uses gmail.  Both of us waiting for the other, thinking the other is late when we were both there.  

     

    Comment actions Permalink
  • Ruth

    Hi Rachel, my colleague Lindsay reached out to you on January 28th requesting more information about your Telehealth sessions so we could investigate further. Can you please reply to Lindsay's email, or use this link to submit a new email Help Request?

    Comment actions Permalink
  • Zoey Faught, MA, LMHC

    I'm having this issue today and yesterday. First time ever. I'll submit a ticket I guess.

     

    Comment actions Permalink

Please sign in to leave a comment.