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Troubleshooting Telehealth Appointment Issues

Use this checklist to diagnose and resolve the most common telehealth issues before or during a video session.

Pre-Call Checklist​

  • Camera and microphone are connected and not in use by another application
  • Browser permissions for camera and microphone are granted
  • Internet connection is stable (minimum 5 Mbps recommended for video)
  • Browser is up to date (Chrome or Edge recommended)
  • Client has received and tested their session link

Common Issues and Solutions​

Camera or Microphone Not Working​

  1. Check that your browser has permission to access your camera and microphone.
  2. Go to your browser settings and confirm camera/mic access is allowed for WithinEHR.
  3. Close any other applications that may be using the camera or microphone.
  4. Refresh the page and try again.

See: Camera and Mic for Video Calls

Client Cannot Join the Session​

  1. Confirm the client received the correct session link.
  2. Ask the client to open the link in a supported browser (Chrome or Edge).
  3. Ensure the client has granted camera and microphone permissions in their browser.
  4. Resend the session link from the appointment details.

Poor Video or Audio Quality​

  1. Ask both parties to check their internet connection speed.
  2. Close unnecessary browser tabs and applications to free up bandwidth.
  3. If on Wi-Fi, move closer to the router or switch to a wired connection.
  4. Lower the video quality setting if available.

Session Disconnects Mid-Call​

  1. Check your internet connection.
  2. Rejoin the session using the same link.
  3. If the issue persists, switch to a different network or device.

Still Having Issues?​

Contact WithinEHR support at withinehr.com/contact with details about the issue, your browser version, and your device type.