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Telehealth: A Troubleshooting Guide (Mobile Device on a Browser)

  1. Telehealth Appointments
  2. Telehealth: A Troubleshooting Guide (Mobile Device on a Browser)

    3. 5 min read

Staff Access Level: All levels

Jane Plan: All plans

Add-On Required: No for Telehealth (1:1). Yes for Group Telehealth ($15 per practitioner per month).

Geography: 🌐 All geographies

If you're having trouble joining a Telehealth appointment through a mobile browser, these troubleshooting steps can help. They apply to both practitioners and clients joining on a mobile device.

🩵 Jane Tip: If you're a client based in Canada or the US, you can also join your Telehealth appointment through the Jane for Clients mobile app instead of a mobile browser.

1. Enable Do Not Disturb Before the Appointment

Before joining the session, turn on Do Not Disturb (or any relevant Focus Mode) on your device. It's also helpful to keep your phone locked during the appointment to prevent interruptions.

Here are guides on how to do this on your device:

📣 Heads up: If either participant experiences audio or video issues after receiving a phone call during the session, leave and rejoin the call to restore the connection.

2. Ensure Your Browser Has Camera and Microphone Permissions Enabled

Both participants should confirm that their browser has permission to use the camera and microphone on their device. You can run a pre-call test before joining to make sure your permissions are set up correctly.

Here's how to check permissions depending on your browser:

  • Safari (iPhone only): Go to Settings > Safari > Camera/Microphone and make sure both are set to Allow.
  • Chrome: See here for iPhone and Android steps.

A few additional audio and video recommendations:

  • Avoid switching between audio devices (for example, from the built-in microphone to Bluetooth) after the session begins.
  • In Chrome or Safari, click the lock icon in the URL bar to confirm camera and microphone access are allowed.
  • If you're using Bluetooth devices like AirPods, connect and test them before joining the call.
  • If permissions were denied initially, refreshing the page can trigger the permission prompt again.
  • In some cases, one participant may still be able to hear or see the other after an interruption. This happens because iOS devices deprioritize outbound media (camera and microphone) when interrupted by a phone call, but may continue to allow inbound audio and video.

3. Stay Close to the Router or Use a Wired Connection

For consistent audio and video quality, stay near your router or use a wired Ethernet connection where possible. If your connection drops during a session, switching to mobile data may help restore stability quickly.

4. Refresh the Page Instead of Toggling the Camera or Microphone

Repeatedly turning your camera or microphone on and off can cause them to stop responding. If your camera or microphone seems stuck, try refreshing the page or closing and reopening your browser app. This usually resets access to your camera and microphone more effectively than toggling the controls manually.

5. Stay on the Session Tab During the Call

Switching away from the video call tab can affect your device's access to audio and video. Avoid opening other tabs, windows, or apps while you're in a session, especially on devices with limited memory or processing power. On mobile devices, minimizing your browser or navigating away from the session can also disrupt performance.

6. Update Your Browser and Device

Before your call, make sure your browser and device are up to date. Here are guides on how to update your device and browser:

It's also worth considering the age of your device. Older devices that can no longer receive the latest software updates may affect call quality. We recommend checking whether your device is compatible with the latest upgrade and updating accordingly if needed.

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