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Telehealth: A Troubleshooting Guide

  1. Troubleshooting
  2. Telehealth: A Troubleshooting Guide

    3. 6 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: šŸŒ All geographies

If you're experiencing issues with a Telehealth appointment, here are some steps to try before reaching out to support.

1. 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 each 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.

2. Check Your Internet Speed

Check your internet connection at fast.com. You'll need a result of 15Mbps or higher. If your result is measured in Kbps, your connection may not be strong enough for a video call. In that case, try turning off video and running an audio-only session instead.

3. Try Changing the Video Call Quality

By default, the call starts on standard quality. If your connection is unstable, try enabling low data mode to stabilize the call.

  1. Click the cogwheel in the upper-right corner of the call.
  2. Select Advanced from the settings menu.
  3. Toggle on Low Data Mode.

the advanced settings menu

4. Ensure Your Audio and Video Are Enabled in Your Browser

Browsers require permission to access your microphone and camera. You should be prompted to grant permission at the start of your first call. If you weren't prompted or are experiencing issues, check your browser permissions manually.

  • For Chrome, go to Settings > Privacy and Security > Site Settings > Camera and Microphone and make sure Jane is allowed.
  • For Safari, go to Preferences > Websites > Camera and Microphone and set Jane to Allow.

5. Check Your Computer's Security and Privacy Settings (macOS)

If you're on a Mac and the other participant can't see or hear you, check your security and privacy settings.

  1. Go to System Preferences > Security & Privacy.
  2. Under the Privacy tab, make sure your browser has access to Camera, Microphone, and Screen Recording.
  3. Restart your browser after making any changes.

6. Close Other Applications

If you have several applications running at the same time, your Telehealth appointment may have to compete for resources. Close any windows or applications you're not currently using, especially those that may also use your microphone or camera.

7. Restart Your Device and Plug In

Sometimes a quick restart is all it takes. Turn your device off and back on again to see if that improves call quality. Telehealth calls can be demanding on your battery, so plug into a power source if you can.

8. Exit and Re-Enter the Call

If both parties are on the call but can't see or hear each other, try leaving the call and re-entering. Click the Leave button, then click Begin again from the appointment in the Schedule.

9. Clear Your Browser Cache

Clearing your browser cache can resolve issues caused by outdated settings.

For Chrome:

  1. Click the three vertical dots in the top-right corner of your browser.
  2. Select Delete Browsing Data.
  3. Set the time range to All Time.
  4. Make sure Cookies and Other Site Data and Cached Images and Files are checked.
  5. Click Clear Data.

10. Review Your Browser Extensions and Plugins

Extensions and plugins can sometimes interfere with your camera, microphone, or call connection. To test whether an extension is causing the issue, try joining the call in Incognito mode. If the call works in Incognito mode, an extension is likely the cause.

11. Temporarily Disable Ad Blockers and Firewalls

Ad blockers can sometimes prevent data transmission between participants, causing issues even when both parties appear to be on the call. Try temporarily disabling any ad blockers in your browser and rejoining the call.

šŸ©µ Jane Tip: Some ad blockers let you whitelist specific websites so they remain active elsewhere. Whitelisting your clinic's Jane site means you won't need to toggle your ad blocker off every time you join a Telehealth session.

You may experience a similar issue with firewall software such as Kasperski Internet Security, McAfee LiveSafe, or Bitdefender. Try temporarily disabling the firewall for the duration of the call and rejoining.

Using an Apple Device?

If emojis are appearing onscreen during your Telehealth calls, Apple's Reactions feature may be enabled on your device. See our guide on Turning off Apple Reactions on Telehealth Calls for instructions on how to disable it.

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