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Video not working for telehealth apt.




  • Marcella Logan

    Me too! It will not work all of a sudden on my laptop, only on my phone. A few of my clients started having this problem 2-3 weeks ago. Nothing has changed for me in terms of connection, laptop, browser, etc.

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  • Peggy Volters

    The same thing started happening to me and clients- everything was fine with one client, I signed off, immediately signed on to the next client and it wasn't working for either myself or the client.  I had to do that session on my phone and the feedback was really bad.  My entire practice is telehealth, so I really need to find out how to fix this asap.  Can anyone help?

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  • Lisa Lee

    I completely lost my video and audio on my telehealth yesterday 4/14 and 4/15 today. I have 5 telehealth appointments today that I will not be able to use my PC for and like others are experiencing I am getting feedback from clients that the audio is choppy and poor on using the phone app. I am now using the phone for these appointments. Please HELP! thanks

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  • J. Jurado

    We  use dedicated tablets for this kind of troubles,

    The first thing that we do is to check our Local ISP services

    (ISP) Internet Service Providers

    We got to

    You press the “GO” button

    If your PING is 8-28 mm (milliseconds) that is really good.

    Then if your Download is 150-273 Mps –Our is 258 Mbps- That is good

    Upload is an average of 12 Mbps that is normal.


    If you are below these “speeds.” The problem is probably yours and not SP


    Also, bear in mind that if your patient is using old devices or too many devices in their location that is also part of the problem.


     So If you run

    And see good speeds the problem is no you but SP.

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  • Ayelette

    Hi everyone,

    We apologize for the time it's taken to address this post. Note that the quickest way for you to get in touch with us directly regarding questions with your account or your clients is by clicking the blue question mark > Get Help option on the lower right of your SimplePractice account. You can also reach us on our Live Chat feature, offered Monday - Friday, 6am - 7pm PT (learn more here).
    If you're still experiencing any issues, please reach out to us through one of the options above so that we can provide account-specific guidance.
    Although we're periodically monitoring the Community Forum, this is also a place for customers to exchange ideas and engage with one another on how to best use our platform. We appreciate you acting as resources for each other in the meantime. 
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