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FSEAP - Technical Troubleshooting Guide

Article author
Alexandra Latter
  • Updated

This guide is designed to walk you through technical troubleshooting easily. Please contact Support for additional assistance. 
Perform an internet speed test to determine if your speed is reliable for video conferencing. If your upload or download speed is below 5mbps, please follow the steps in this guide. 

Connecting to a Video Call:
There are a number of reasons why you might experience difficulty connecting to a call. These steps will help to resolve some of the most common connectivity issues. 

1. I am trying to connect to a call, but can't...
When connected to a video call in the platform, the video window will have the word 'Connected' in the bottom right corner.

If you are Connected, but are unable to see the other party, please follow the prompt on screen and wait in the call until the other participant(s) join. 

If you are Connected, and it is past the time the session was meant to begin, you can try exiting the call and rejoining. You can do this by clicking on the red phone icon to close to video window, and then clicking on the Re-launch Video Session button at the bottom left of the browser window page (pictured below). 
2. I am trying to connect to a call, but the Secure Video Client won't open...
If you are trying to connect to a call, but the Secure Video Client is consistently freezing or will not open, please follow these steps. 
1. Force close the application (Mac users will be able to two-finger click on the icon in their dock to force quit the application. Windows users can Ctrl+Alt+Delete to end the program in their task manager). 

2. Find the Secure Video Client program in your downloaded files, or the programs on your device, and uninstall the program.  
3. Once the program is uninstalled from your computer, go through the steps to join your call again. You will be prompted to download and install the Secure Video Client again. 
4. If you are still unable to join the call after reinstalling, click on the link on the bottom of the loading screen to join the call via your browser (please note this can only be done in Chrome or Firefox). 
3. I am trying to connect to a call, but I disconnected unexpectedly...
If you have experienced an unexpected disconnection, please try to connect again by clicking on the green phone icon, as shown above. 
If you are still unable to connect, simply close the Secure Video Client by clicking on the X in the top corner and then click re-launch video session

4. I am trying to connect to a call, but the connection failed...
If your connection has failed, you can simply reconnect by closing the Secure Video Client and clicking re-launch video session

5. I am trying to connect to a call, but my computer isn't working...

If your computer is giving you problems in advance of your appointment, simply download the mobile app from the App Store or the Google Play Store. 
To join via mobile, simply download the app on to your smartphone, open the app, log in and join the call! 
Connected to the Video Call:
6. I am connected, but my video is lagging/freezing...
If you are finding that your video is lagging or freezing during the video call, you can try modifying your video resolution by following the steps in this guide.
You can also follow these General Connectivity Tips
- Before joining video calls, we strongly recommend closing out of all other programs on your computer, especially those which use the internet.
- If there are others using your Wifi connection please ensure they are not streaming content from the internet during your appointment to give you the best connection available. 
- Try moving closer to the router to improve your connectivity 
- If you find your internet connectivity is not improved by moving closer to the router, you can also try plugging in directly with an ethernet cable
If you have any additional questions or would like to walk through these steps with one of our representatives, please contact Support.

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