Overview

Guide 📖

Connecting to a Video Call:

Trouble Connecting to a Call:

When you're in a video call, you'll see 'Connected' in the bottom right corner of the video window.

2. Secure Video Client Won't Open:

• If the Secure Video Client keeps freezing or won't open, try this:
  • For Mac users, two-finger click on the icon in the dock and force quit the application. Windows users can use Ctrl+Alt+Delete to end the program in the task manager.
  • Find the Secure Video Client program on your device and uninstall it.
  • After uninstalling, go through the steps to rejoin your call
  • You'll be prompted to download and install the Secure Video Client again. 
  • If the issue persists, click the link at the bottom of the loading screen to join the call via your browser (works in Chrome or Firefox).

3. Unexpected Disconnection:

• If you're unexpectedly disconnected, try reconnecting by clicking the green phone icon.
• If that doesn't work, close the Secure Video Client by clicking the X in the top corner and then  re-launch the video session. 

4. Connection Failed:

• If your connection fails, simply close the Secure Video Client and click  re-launch video session. 

5. Computer Troubles:

• If your computer acts up before your appointment, consider downloading the "OnCall Health" mobile app from the App Store or Google Play Store.
• To join via mobile, simply download the app onto your smartphone, open the app, log in and join the call!

Connected to the Video Call:

6. Video Lagging/Freezing:

• If your video lags or freezes during a call, try adjusting your video resolution by following the steps in this guide.

7. Mobile Connection Issues:

• If you're on mobile, but others can't see/hear you, check your phone's Privacy & Security settings. Make sure permissions for the OnCall Health app (or your provider's mobile app) are turned "On." Then, disconnect and reconnect.
• If the permissions are on, uninstall and reinstall the app.