Q: I am not sure what device to use for my virtual video visit?
A: We strongly encourage patients to use a smart phone (Apple iPhone or Android device) or tablet (iPad or Android based device) for their video visit as the camera and microphone are built directly into the device. This results in less technical issues during your setup and visit.
Q: I am having trouble downloading the apps to my device. What could I be doing wrong?
A: Make sure you know the sign-in ID and password for your application store on your device (App store on Apple products, Google Play on Android products). Please watch our educational video for tips on how to download the apps to your device and how to join your video visit.
Q: When I start my video visit my provider can’t hear me. What can I do to fix this?
A: When using Zoom, the app automatically starts the visit with your microphone muted. Before your visit you should open the Zoom app on your device. Click on the Settings icon in the upper left-hand corner of the screen (
) and then click on Meetings. The first item will be “Auto-Connect to” – click on this and then click on “Use Internet” and then click on “Done” in the upper right-hand corner of the screen.
If you are already in your visit, touch the screen to bring up the Zoom controls on the bottom. If you see a red microphone with a line through it on the bottom left side of the screen ( 
) your sound is muted. Touch this icon once to unmute your microphone.
Q: When I start my video visit my provider can’t see me. What can I do to fix this?
A: Touch the screen to bring up the Zoom controls on the bottom. If you see a red video camera with a line through it on the bottom left side of the screen (
) your video is turned off. Touch this icon once to turn your video on.
Other troubleshooting tips:
- If you accidentally swiped to the right this could turn off the audio and video – try swiping to the left to return to the visit.
- There is a “Chat” feature at the bottom of the screen – if you and your provider lose audio you can communicate with this chat feature by typing messages to each other to try and solve the problem.
- If you continue to have issues you can leave the visit and try restarting the visit from MyChart or Zoom (depending on how you started the visit initially).
- If you and your provider cannot successfully complete your video visit your provider might choose to continue over the telephone or could reschedule the visit for in-person or at a later date.