NTST Telehealth Audio/Video – FAQ Troubleshooting Kit

Contents

Accepting Audio/Video Permissions

Windows PC

Google Chrome

3. Once we have successfully started the visit with the patient, we will load into the Please Wait screen
4. Allow up to a minute to successfully join the visit after this
5. The site should ask to use your microphone and use your camera

6. You must hit allow for the Telehealth system to recognize your devices
7. If you hit block OR if this popup does not show, refer to the Tech Check section of this document for your specific device and browser
8. If the website is blocked OR the popup doesn’t show, you may see this

7. Notice that the Join button is greyed out and cannot be clicked as well as the Camera Icon located at the top right having a red X on it. These are both indicators that the permissions are blocked and you should refer to the Tech Check section of this document for your specific device and browser

8. Clicking on the Camera Icon with the red X will bring up the settings specifically for this website allowing you to choose Always Allow to fix this problem

9. After clicking Always Allow and clicking Done, refresh the page and the Tech Check screen should update and allow you to join the visit

Mobile Device (iPhone)

Safari

7. Once we have successfully clicked the link to join the visit, we will load into the Please Wait screen
8. Allow up to a minute to successfully join the visit after this
9. The site should ask to use your microphone and use your camera
10. You must hit allow for the Telehealth system to recognize your devices
11. If you hit Cancel you will see the screen below with the Join button greyed out
12. Hitting the refresh button will allow you to retry the Permission question and hit Allow
13. If this popup does not show, refer to the Tech Check section of this document for your specific device and browser

 

System Input/Output Testing 

Windows PC 

1. Search “Sound Settings” through the Windows Start Search bar in the bottom left corner. 

2. Click the Sound Settings Option 

3. The “Output” option references the speaker capability (What you hear). Use this to test the output on devices your PC recognizes (Direct reference to Tech Check Speaker Options) 

4. The “Input” option recognizes the microphone capability (How clients hear you). Use this to test the input on devices your PC recognizes. (Direct reference to Tech Check Microphone Options)

Mac / MacBook PC 

1. On your Mac, choose Apple menu  > System Preferences, click Sound . 

2. The “Output” option references the speaker capability (What you hear). Use this to test the output on devices your PC recognizes (Direct reference to Tech Check Speaker Options) 

3. The “Input” option recognizes the microphone capability (How clients hear you). Use this to test the input on devices your PC recognizes. (Direct reference to Tech Check Microphone Options)

Tech Check 

Once a client and provider re-direct to the session, they will be prompted for technical options including audio, video, speaker, and resolution. Clients will most likely be prompted permissions for allowing audio/video in the respective browser. 

Video Quality will default to the resolution of your network connection. Should a visit be held in areas of lower bandwidth, always select the lowest quality. 

For Context: 

3. Microphone -> Voice Capabilities 
4. Camera -> Video Capabilities
5. Speaker -> Audio Capabilities 

Should a client accidentally deny a permission prompt, a browser refresh should re-prompt. If a client does not get permission and is not allowed to choose, clients will need to relocate to the device or browser settings and allow. 

PC Camera/Audio Settings 

Google Chrome

3. Navigate to Chrome Settings -> Site Settings 
4. Scroll down and refine the Camera/Microphone permission options 
5. Ensure sites can ask to use camera/microphone and telehealth URL is not blocked. 

Firefox

3. Navigate to Firefox settings in the top right corner  and choose preferences. 
4. Search “permissions” and locate the camera and microphone option.
5. Ensure NTST Telehealth is not a blocked domain 

Microsoft Edge

3. Navigate to settings through the option in the top right corner. 
4. Search “All Permissions” in the Settings search bar
5. Ensure permissions are “Ask first” and telehealth URL is not blocked.

Safari (Web Version) 

3. Click the Safari tab in the top left corner and select preferences
4. Navigate to the websites icon and expand camera and microphone
5. Ensure either “ask” or “allow” is in place When visiting other websites  

Mobile Camera/Audio Settings 

Safari (iOS) 

7. Navigate to the settings application your iPhone  
8. Search for “Safari” in the Search option and select the Safari app
9. Scroll down to “Settings for Websites” 
10. Check Camera and Microphone to ensure “Ask or Allow” are selected

Google Chrome 

Android 

1. On your Android device, open the Chrome app  .
2. Go to a site that wants to use your microphone and camera.
3. When prompted, tap Allow or Block.

2. Allowed sites: Sites can start to record when you're on the site. If you're using a different Chrome tab or a different app, a site can't start recording.
3. Blocked sites: Some sites won't work if you block them. For example, you won't be able to join a video conference.

Change a site's camera & microphone permissions

1. On your Android device, open the Chrome app .
2. To the right of the address bar, tap More   Settings.
3. Tap Site Settings.
4. Tap Microphone or Camera.
5. Tap to turn the microphone or camera on or off.

1. If you see the site you want to use under Blocked, tap the site  Access your microphone  Allow.

iPhone & iPad

1. On your iPhone or iPad, open the Chrome app .
2. Go to a site that wants to use your microphone or camera.
3. When prompted, tap Allow or Block.

1. If you’ve turned off microphone or camera access, you can turn on your mic or camera permissions in your device settings.

Additional settings to check

Network updates/changes implemented for Avatar Telehealth communications:

2. AWS CHIME network - Netsmart/Chime network standards, there is one UDP port for STUN server access, UDP/3478 opened outbound.
3. Test tools for connectivity validation. NOTE – Speed test results vary with different tools.

Netsmart Speed Test

3. http://mcispeedtest.netsmartcloud.com/ 
4. For the location, please select CMH1 DataCenter (Ohio)
5. NTST recommends ping times under 80ms or less and low jitter (about 3ms)

*As a side note, this speed test might require an outbound firewall update depending on the organizations Internet security policy.

 

Amazon Chime Connection Test

1. https://app.chime.aws/check#