Troubleshooting 🔧

Having issues? This is the best place to obtain helpful troubleshooting guides.

Incident Summary: Excess Appointment Reminder Notifications

🚨 Evening of June 8, 2021 between 8PM - 11PM (EST) Yesterday evening, our cus...

Written by Anthony Ivanovsky

• Last updated July 12, 2021 20:39

How to Test Your Internet Connection

You can easily test your internet connection using our tool below! 🌍  For the...

Written by Anthony Ivanovsky

• Last updated July 12, 2021 20:39

How To Update Your Secure Video Client Application?

Keeping your SVC (Secure Video Client) up to date is a great way to reduce co...

Written by Anthony Ivanovsky

• Last updated July 12, 2021 20:39

How to send video logs for troubleshooting on a Mac

Having technical difficulties on your Mac that weren’t solved by our common t...

Written by Helen

• Last updated July 12, 2021 20:38

General Connectivity Tips

Here’s a guide on general connectivity tips that you can take to ensure you h...

Written by Ly Do

• Last updated July 12, 2021 20:38

Common Problems Technical Troubleshooting Guide

This guide is designed to walk you through technical troubleshooting easily. ...

Written by Alexandra Latter

• Last updated July 12, 2021 20:38

How to Reinstall or Update Secure Video Client on My Computer?

This article describes how to install or update the OnCall Health Secure Vide...

Written by Helen

• Last updated July 12, 2021 20:38

How to test your Webcam and Microphone

This guide will walk you through how to test the webcam and microphone to mak...

Written by Ly Do

• Last updated October 13, 2021 14:24

How to perform a test call on OnCall Health platform

As a provider, you may be curious, "What do my patients see in the platform?"...

Written by Alexandra Latter

• Last updated July 12, 2021 20:38

What To Do if I was Unable to Download the Secure Video Client Application?

Read this article for issues downloading the Secure Video Client Please note:...

Written by Shane George

• Last updated July 12, 2021 20:38

What To Do if I was Unable to Install or Launch Secure Video Client (due to firewall or anti-virus software)

Having trouble with the Secure Video Client because of firewalls or anti-viru...

Written by Helen

• Last updated July 12, 2021 20:38

What To Do if I was Unable to Install Secure Video Client (Limited Administrative Privileges)

If you do not have administrative rights on your current device to install ne...

Written by Helen

• Last updated October 13, 2021 14:24

How to Allow Webcam and Microphone Access on Google Chrome?

It is recommended to download the Secure Video Client desktop app for the bes...

Written by Helen

• Last updated July 12, 2021 20:38

How to Change Video Resolution on the Mobile Application

If you are using your mobile device to connect and are having unstable connec...

Written by Ly Do

• Last updated July 12, 2021 20:38

How to Update or Download Google Chrome?

To ensure a successful appointment it is important that you use an up to date...

Written by Helen

• Last updated July 12, 2021 20:38

Quick Technical Solutions Guide (Online)

Having technical issues? Check out these simple solutions!   Check o...

Written by Alexandra Latter

• Last updated July 12, 2021 20:38

How to choose between different devices on the Secure Video Client application

If you have more than one microphone or camera devices on your computer and w...

Written by Ly Do

• Last updated October 13, 2021 14:24

How to troubleshoot screen share feature on MacBook

If you are looking to start a screen share session on your MacBook computers ...

Written by Ly Do

• Last updated July 12, 2021 20:38

How to Troubleshoot Time Zone issue?

OnCall's system reads your device's time zone setting to determine the time t...

Written by Ly Do

• Last updated October 13, 2021 14:22

What to do when I’m connecting to a Video Session but the Secure Video Client application will not open?

There are a few things that you could do when you click on Join Video Session...

Written by Ly Do

• Last updated July 12, 2021 20:38

How to Change Video Quality in Secure Video Client?

If you are experiencing video quality or connectivity issues, changing the re...

Written by Alexandra Latter

• Last updated July 12, 2021 20:38

How to allow camera and microphone permission on mobile devices?

If you are using your mobile device to connect with your providers or patient...

Written by Ly Do

• Last updated October 13, 2021 14:21