Telehealth Tips

General Advice and Troubleshooting Frequent Issues

  • Before a video call, make sure you are in a well-lit area and that your background is clear.
  • Make sure you are dressed appropriately for the call. Remember that even when working remotely you are representing your organization (Plus, it helps to avoid embarrassing mishaps like this).
  • Minimize any background noise such as fans or music.
  • Two “Golden Rules” to always keep in mind: is everything plugged in and have I tried turning it off and back on again?
  • It may not be necessary to purchase an external webcam, as most laptops, tablets, and mobile phones will have a built-in camera that will suffice for the purposes of telehealth sessions. If you are working from a desktop with no camera, we recommend Logitech brand webcams. These can be found for $20-30 at Walmart, Best Buy, and Target.
  • Sit a comfortable distance from your device with the camera pointed at about shoulder level to show your entire face. Avoid dramatic angles that may look unprofessional and make patients uncomfortable.
  • Find a well lit spot for telehealth sessions. It may help to purchase a small desk lamp to light your face. During the day, sitting near an open window allows you to use natural lighting and eliminate shadows.
  • When first launching a session, your browser will prompt you that it is “requesting access to use webcam”. Select yes.
  • Minimize any outside noise. If possible keep the door closed and keep any fans well away from your microphone.
  • We recommend using headphones or a headset when having a telehealth session with clients. Microphones can detect noise from speakers and create distracting echos or feedback loops.
  • Headphones can be purchased inexpensively with built-in microphones. This feature is standard with most headphone brands (such as Apple). This is a convenient way to reduce background noise.
  • Speak clearly but at a medium level. If you have to shout to be heard, there may be other problems than your speaking level (and your neighbors will appreciate it).
  • Remember the Golden Rule: make sure everything is completely plugged in and connected to power. If using external microphones/speakers, make sure they are turned on. Make sure the volume is turned up.
  • Check your telehealth browser to make sure it is not muted and you have allowed permission to use your microphone.
  • On your device, go to “Display Settings”, followed by “Sound”. Confirm that your settings for output device and input device are both correctly set to the devices you are using.
  • If none of these solutions worked, there may be an issue with your devices or wiring, or it may be time to update the drivers on your device.
  • Confirm that you have a stable internet connection.
  • Close unnecessary tabs or applications that may be taking up space.
  • Pause consuming processes on your computer such as a big download or virus scan.
  • Is it still not working? Save any work and restart your computer.

For further assistance, submit a support request here and your AZZLY Client Services representative will respond shortly.

  • Drop files here or
    Max. file size: 2 GB.
    • This field is for validation purposes and should be left unchanged.