Connectivity Trouble Shooting Guide

Connectivity Troubleshooting

There are many reasons you may have issues with connectivity. We recommend you occasionally run equipment tests on the devices you use to conduct your virtual care visits. There are two easy ways to do this.

Step 1. Log into your account and click on the down arrow next to your name. You can also click on this link: https://tokbox.com/developer/tools/precall/

Step 2. Choose “Equipment Test” from the list.


Step 3. Click on “Run Test”

A test automatically run on your connectivity, camera and microphone.




When the test is over, you will see the results. You will need to scroll down to see them all.

If the test finds an issue, it will highlight it in RED. This does not mean your equipment is broken, or that you will not be able to conduct a visit.

In the example above the microphone is working, but the subject is too far away from it.


Two issues you may run into during a visit.

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

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

  2. Check that you have a stable WiFi or cellular connection (WiFi is recommended). You can do a quick speed test at fast.com. The minimum recommended internet speed for eVisit 15Mbps. Speeds below 15Mbps may result in poor video/audio quality.

  3. Moving closer to your WiFi router can also improve your connection.

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

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

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

  2. Check that you have a stable WiFi or cellular connection (WiFi is recommended). You can do a quick speed test at fast.com. The minimum recommended internet speed for eVisit 15Mbps. Speeds below 15Mbps may result in poor video/audio quality. 

  3. Moving closer to your WiFi router can also improve your connection.

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

I get an "A network error occurred" message, or the app doesn't load.

  1. Make sure you are not connected to a conference call, or a YouTube, or have multiple tabs open before log in to eVisit. eVisit needs a stable internet connection. It is important to allocate the proper amount of data to get the best connection possible. 

  2. Check that you have a stable WiFi or cellular connection (WiFi is recommended). You can do a quick speed test at fast.com. The minimum recommended internet speed for eVisit 15Mbps. Speeds below 15Mbps may result in poor video/audio quality.

  3. Moving closer to your WiFi router can also improve your connection.

If you still need assistance, please submit a ticket.

Last Updated: 05/19/2020

Still need help? Contact Us Contact Us