Connectivity

Connectivity Troubleshooting Guide

If you are experiencing connectivity issues while using eVisit, please reference this helpful guide!

A few common issues:

I can see and hear the patient, but the patient can't see or hear me!

1. Ensure you have allowed access to your camera and microphone on your computer or mobile device.

2. Check that you have a stable WiFi or LTE connection (WiFi is recommended). Do a quick speed test at fast.com to ensure your connection is at LEAST 15 Mbps. This is the minimum recommended internet speed for eVisit. Speeds below this may result in poor video/audio quality. Simply moving closer to your WiFi router can also improve your connection.

3. If these steps do not correct the issue, we recommend you Requeue the patient back to your waiting room and restart the visit to re-establish the connection.

The patient can see and hear me, but I can see or hear the patient!

1. Ensure you have allowed access to your camera and microphone on your computer or mobile device.

2. Check that you have a stable WiFi or LTE connection (WiFi is recommended). Do a quick speed test at fast.com to ensure your connection is at LEAST 15 Mbps. This is the minimum recommended internet speed for eVisit. Speeds below this may result in poor video/audio quality or no connection at all. 

3. If these steps do not correct the issue, we recommend you Requeue the patient back to your waiting room and restart the visit to re-establish the connection.

When I attempt to log in, I see the error "A network error occurred", or the app doesn't load.

1. Ensure you are not on a phone call while you log in to eVisit. eVisit is heavily reliant on a stable internet connection, so being on the phone while attempting to access the platform will not allow eVisit to allocate the proper amount of data to function properly. 

2. Check that you have a stable WiFi or LTE connection (WiFi is recommended). Do a quick speed test at fast.com to ensure your connection is at LEAST 15 Mbps. This is the minimum recommended internet speed for eVisit. Speeds below this may result in poor video/audio quality or no connection at all. Simply moving closer to your WiFi router can also improve your connection.

Here is an awesome pre-call test you can perform that will display your estimated visit quality based on your network and hardware configuration.