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.
- AZZLY’s telehealth partner, Twilio®, has many tips and articles guiding clients on using their products. If you don’t see your answer here, review Twilio’s FAQ section.
- Also follow the instructions for the specific browser you use for telehealth, such as Google Chrome or Microsoft Edge. For example, see Google’s “Using your camera & microphone on Google Chrome.”
For further assistance, submit a support request here and your AZZLY Client Services representative will respond shortly.