How to Fix Telehealth Connectivity Issues?

Telehealth is the use of electronic information and communication technologies to provide healthcare services remotely. It allows patients to connect with physicians online, eliminating the need to visit an office or clinic. 

The use of telehealth tools, such as Voice Products Telemedicine Software, has made access to healthcare easier, broader, and faster. However, there are times when patients and healthcare professionals encounter connectivity issues during telehealth appointments.

This can be an issue from the patient’s end or the health practitioner’s end, and sometimes, both. It is usually caused by poor internet connection and technical issues related to the telehealth software.

Based on the telemedicine software, different actions are required to resolve the connectivity issue. Here are some guides to fix telehealth connectivity issues for healthcare professionals and patients. 

Wrong link

This is a common issue that can prevent connectivity. It usually arises at the healthcare provider’s end.

As a patient, if you notice any issue with connecting with your physician via the dedicated telemedicine software, do not hesitate to ask them to double-check the link shared with you to ascertain if it is correct.

To fix this, the physician will need to copy and paste directly before sending them via any preferred communication channel. If the link is correct, confirm with the patient to ensure that they are not trying to use a link you shared for a previous appointment.

Poor internet connection

This can be an issue before and during the appointment. If you are unable to connect or suddenly lose connection during an appointment, check your internet speed.

After confirming that the issue is indeed a poor internet connection, if you are using Wi-Fi, move closer to the router to get a stronger connection. Sometimes, you may need to reboot the router to get a good connection.

Also, try switching devices, such as, instead of a phone, using a computer. Some gadgets work better with certain software.

Unsupported browser

Not all browsers support your telehealth software. If possible, check the software provider’s recommendations.

Before further diagnosis, check if your browser needs to be updated because the version of the browser may no longer be supported by the telehealth platform.

For Brave browser users, we have highlighted how to update the Brave browser on Windows and Mac with no hassle.

Inaudible sound

This is common, and the solution can be as simple as clicking on the microphone icon.

If your patient cannot hear you, check your screen to ensure that your microphone is not muted.

Many telehealth tools for video conferencing usually have a chat feature where you can communicate with your client by text and share files.

If you cannot hear the patient, direct them by voice and share an image of the icon to guide them on how to unmute the microphone.

The reason you are not hearing each other may be that one party did not grant the telehealth platform permission to use the microphone and speaker.

Allow the platform access to fix the issue. 

Video not showing

Similar to the issue with inaudible sound, if you are unable to see the other party, it is likely because their camera is turned off or not active.

Double-check to see if you have already granted permission to the telehealth platform to use your camera.

If the issue persists, check the state of your camera, such as computers, which may be covered by a webcam cover.

Accidental disconnection

Some telehealth tools allow you to minimize your screen during a session, while others may not support such action.

Irrespective, if you mistakenly get disconnected during a consultation, you can easily rejoin by using the link for the appointment.

In addition, poor internet connection may be the reason for this issue. We fix it before reconnecting to avoid getting disconnected again.

However, inform the other party about the issue and progress.

Outdated software systems

Outdated software can affect connectivity, especially when launched on devices with updated versions of compatible operating systems.

It is recommended that telemedicine providers only use the updated version of the dedicated software, and it should be deployed on recent versions of computer platforms.

This does not only improve connectivity but also ensures that patients’ data are safeguarded as outdated software is more prone to being hacked.

Incompatible software

The use of telemedicine software goes beyond video conferencing. Deploying a general tool for your telehealth service can result in connectivity issues.

The physician might need to launch other programs while using the video chat app to create intake forms or legal agreements.

This can affect the RAM and internet usage, which may cause connectivity issues. Dedicated and compatible software has been designed and optimized to handle all the required features for seamless telemedicine consultation.

  • Mick Jone
  • Category: How-to
  • Last Update: 3 months ago