Telehealth Troubleshooting Tips

Troubleshooting instructions

Device: Desktop PC | Browser: Google Chrome

You may need to enable pop-ups in your Google Chrome settings for telehealth video appointments to function properly. You can temporarily turn all pop-ups on or off or allow pop-ups from a specific site.

Turn pop-ups on for all sites

1. Open Chrome.
2. At the top right of the browser window, click the three-dot button, then select Settings.
3. Under Privacy and security, select Site Settings.
4. Select Pop-ups and redirects.
5. At the top, turn the setting to Allowed or Blocked.

Device: MacBook/iPhone | Browser: Safari

To start your video visit, you will need to enable pop-ups in your Safari browser. You can turn them on temporarily, or allow pop-ups for the telehealth site in your settings. To start your video visit, you will need to enable pop-ups in your Safari browser. You can turn them on temporarily, or allow pop-ups for the telehealth site in your settings.

If your microphone, camera or pop-up settings are set to “Ask,” a prompt will ask you to allow telehealth to access them when you launch your video visit. You can avoid this by changing your preferences.

To turn on pop-ups and allow access to your camera and microphone:

1. Open Safari.
2. In the top left of the menu bar, click Safari, then Preferences.
3. From the preferences window, go to the Websites tab, then select Pop-up Windows.
4. In the bottom right corner, click the drop-down menu where it says When visiting other websites and select Allow.
5. To change your microphone and camera settings, click on their sections in the menu on the left.
6. In the bottom right corner of the Camera section, click the drop-down menu where it says When visiting other websites and select Allow.
7. In the bottom right corner of the Microphone section, click the drop-down menu where it says When visiting other websites and select Allow.

Device: Android Smartphone | Browser: Chrome

To start your video visit, you will need to enable pop-ups in your Chrome browser. You can turn them on temporarily by selecting "Allow" when prompted, or allow pop-ups in your settings. You will also need to allow access to your camera and microphone.

To turn pop-ups on for all sites:

1. Open Google Chrome.
2. Click on the three-dot menu in the top right corner of the screen and select Settings.
3. Select Privacy and security, then go to Site Settings.
4. Go to Pop-ups and Redirects, and select Sites can send pop-ups and use redirects.

Accessing camera and microphone

Allowing microphone permission: When logging into your video visit, a pop-up will appear asking, “Allow Chrome to record audio?” Select either "While using the app" or "Only this time." Do not select "Don’t allow."

Allowing camera permission: When logging into your video visit, a pop-up will appear asking, “Allow Chrome to take pictures and record video?” Select either "While using the app" or "Only this time." Do not select "Don’t allow."

Device: Android Smartphone | Browser: Samsung Internet (not optimized for video visits)

To start your video visit, you will need to enable pop-ups in your Samsung Internet browser. You can turn them on temporarily by selecting "Allow" when prompted, or allow pop-ups in your settings. You will also need to allow access to your camera and microphone.

To turn pop-ups on for all sites:

1. Open Samsung Internet.
2. At the bottom right of the screen, click on the menu with three horizontal lines and select Settings.
3. Under the Privacy section, select the Browsing Privacy dashboard.
4. Turn off Block pop-ups by clicking on toggle button.

Accessing camera and microphone

Allowing microphone permission: When logging into your video visit, a pop-up will appear asking, “Allow Samsung Internet to record audio?” Select either "While using the app" or "Only this time." Do not select "Don’t allow."

Allowing camera permission: When logging into your video visit, a pop-up will appear asking, “Allow Samsung Internet to record audio?” Select either "While using the app" or "Only this time." Do not select "Don’t allow."

Special Instructions

Video visits with interpreter (Zoom)

Desktop and laptop DETAILED STEP-BY-STEP VISUAL INSTRUCTIONS

Phone and tablet DETAILED STEP-BY-STEP VISUAL INSTRUCTIONS

Zoom app audio and microphone issues

If you are experiencing issues with audio in the Zoom mobile app, try these steps:

• Check that the volume on your device is turned up. It may be helpful to use headphones with a microphone.
• Make sure your microphone is not on mute. If you see the “muted audio” icon in the meeting controls (a microphone with a line through it), tap it to unmute.
• If you are still muted, your provider may have muted you accidentally. Ask to be unmuted by sending a chat message.
• Make sure you have connected your mobile device's audio. If you see the “no audio” icon in the meeting controls (a speaker with an x beside it), tap it and select Call via Device Audio. If prompted, allow Zoom to access your microphone.
• Give Zoom access to your device’s microphone.
  • Apple Devices: Go to Settings > Privacy > Microphone and allow access to Zoom.
  • Android: Go to Settings > Apps & notifications > App permissions > Microphone and allow access for Zoom.
• Close any other applications that may be using the microphone.

If problems persist, try restarting your device, or reinstalling Zoom from the Apple App Store or Google Play.

OhioHealth Behavioral Health group sessions (Zoom)

Behavioral Health group sessions follow the same instructions as a regular telehealth appointment with two differences:

• You do not need to complete the eCheck-in process in MyChart. Your personal information, insurance, medications, allergies and consent for treatment will be collected on the phone when the group session is scheduled.
• You will receive a link in a MyChart message to start the group session video visit. Do not delete it. Return to this message a few minutes before your group session to click the link and start the video visit.