How to Troubleshoot
Audio
If you and the clinician see each other but you don’t hear anything:
- Unplug your headphones if you are wearing any.
- Try to raise the volume on your device. Sometimes it’s as simple as that.
If you can see and hear the clinician but they can’t hear you, make sure that you selected the right microphone and that it isn’t turned off.
Go to the right end of task bar and right click the volume icon, open Sound Settings, and look for Input. Click on Choose Your Input Devices, see if the right microphone is chosen and make sure it isn’t disabled.
If you and the clinician see each other but you don’t hear anything:
- Unplug your headphones if you are wearing any.
- Try to raise the volume on your device. Sometimes it’s as simple as that.
If you can see and hear the clinician but they can’t hear you, make sure you’ve allowed our app mic permission.
Using an Apple device? Open Settings, tap on Privacy, tap on Microphone, and choose Antidote Health app.
Rocking an Android? Select Settings, then Apps, tap on the Antidote Health app, select Permissions, and allow access to Microphone and Camera.
Video
If you can see the clinician but they can’t see you, try turning on your browser’s camera permissions for our website. Here’s how to do it:
- Click on the top right of your browser and select Settings
- Go to Privacy and Security, then click on Site Settings
- Scroll down to Permissions and click on Camera
- Find our website and allow camera use
- If this doesn’t work, try logging into your appointment through Antidote Health’s mobile app.
If you can see the clinician but they can’t see you, try turning on camera permissions for our app. Here’s how to do it:
Using an iPhone? Open Settings, tap on Privacy, tap on Camera, and choose the Antidote Health app.
Rocking an Android? Select Settings, then Apps, tap on the Antidote Health app, select Permissions, and allow access to Microphone and Camera.
Connectivity
Although rare, it is possible to be in the waiting room and not see that the clinician picked up the call. If that happens to you, simply log out and back in.
A choppy telehealth visit is often caused by bad internet connection.
To fix it:
- If possible, try connecting to the internet using a physical Ethernet cable
- If you’re using Wi-Fi, try sitting closer to the router
- Make sure you’re on the right Wi-Fi network
- Connect through a different Wi-Fi network
If your internet is down, try using your smartphone as a mobile hotspot.
Using an Apple device? Open Settings, tap on Personal Hotspot, and then on Allow Others to Join. Now go back to your computer and use your phone’s network to start your visit.
Rocking an Android? Select Settings, then Connections (or Wireless & Networks), tap on Mobile Hotspot and Tethering, and turn mobile hotspot on. Your mobile network should appear now when you look for it on your computer.
Please note that the wording changes depending on your device. Due to the differences in Android devices, the steps you need to follow may be slightly different.
Although rare, it is possible to be in the waiting room and not see that the clinician picked up the call. If that happens to you, simply log out and back in.
A choppy telehealth visit is often caused by bad internet connection.
To fix it:
- If you’re using data, try using Wi-Fi
- Try sitting closer to the router
- Make sure you’re on the right Wi-Fi network
- Connect through a different Wi-Fi network
For Android:
Go to “settings"-->“Apps”-->find our App-->“Permissions”-->Camera - allow + Microphone - allow
For iPhone:
How to manage app permissions on iPhone and iPad
- Launch the Settings app from your Home screen.
- Tap Privacy.
- Tap a Camera/Microphone to view which apps can access it.
- Tap the switch next to each app to allow or deny access.