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Troubleshooting options during a video call

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The availability and quality of a Video Consultation can be dependent on a number of factors. We have put together the below troubleshooting tips for a number of scenarios that may occur.

“Waiting for patient to connect” is displayed for a long time

This usually means that the patient’s phone is ringing with a video call, but they have not yet answered. If it is apparent that the patient’s phone has not been ringing, or they have tried to answer and nothing happens, you should check if your webcam and microphone are set as accessible by myGP Connect. Contact iPLATO Support for assistance with this.

There is very poor quality of video or audio

We use the leading video call software on the market. It is designed to use the highest quality available, given the connection speed of the call. Where one of the caller’s internet connection speed slows, the quality of the video and audio will reduce – with an aim of not cutting off the call. Should you not be able to see or hear the patient enough, it is likely that your internet speed, or the patient’s internet speed is too low for the call to continue. We would advise ending the Video Consultation and calling the patient on the phone. If most of your Video Consultations have poor quality, we would advise getting your IT team to look at this as their may be connection problems with your network, or your internet speed has slowed. Please make sure that your building’s internet speed has been assessed to meet the technical requirements for Video Consultations prior to use.

I do not see the patient’s video, but can hear them

It is likely the patient has switched off their video feed, potentially for privacy reasons. If you would like to direct the patient to show you something, you can ask them to tap a Camera icon on their screen which will restart the video feed.

I can see the patient, but cannot hear them

The patient may have accidentally muted themselves. Ask them to tap the Microphone button to take themselves off mute. If it seems there is an issue with audio, try ending the call and starting it again. This should clear any problem that exists. Should the problem continue, try calling the patient on the phone.

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