What if I'm having trouble using telehealth?
Find tips on how to prevent problems and what to do if you experience technical issues.
What should I do if I’m having trouble with my internet connection?
If you’re having internet problems during your telehealth appointment, here are a few things you can do to fix it:
- Find the best spot. If you are using WiFi, moving closer to the router can give you a stronger connection. Try to be in a spot where you usually have a good connection.
- Restart your device. Sometimes turning off your device and turning it back on again can solve the problem.
- Restart your router. If you can, turn off your internet router, wait for a minute, and then turn in back on. This can help reset your internet connection.
- Check for an internet outage. Sometimes the problem isn’t on your end. Check if there is an internet issue in your area.
- Switch devices. If you have another device, like a different computer, phone or tablet, try using that one. It might work better for your telehealth appointment.
What should I do if I’m having problems with the telehealth platform?
If you’re having problems with your health care provider’s telehealth platform, here are some steps that you can try:
- Start fresh. If things aren’t working right, turn off your computer, phone, or tablet and then turn it back on. This simple restart can often clear up any problems.
- Reopen the browser. Close out of the telehealth app or web page and then open it back up. Just like restarting your device, this can often fix small issues.
- Check your internet connection. Make sure you are connected to the internet. If you are using WiFi, see if the signal is strong. A weak connection may cause problems with your video visit.
- Update your internet browser. If you are using a web browser, make sure it is up to date. Some telehealth platforms need the latest version to work best.
- Switch devices. If one device isn’t working, try another one. For example, if your computer isn’t connecting, maybe your phone or tablet will.
- Get help. If you are still having trouble, call your provider’s office. They should have someone who can help you figure out the problem and get connected.
What should I do if I’m having difficulty with my device?
Here are some common troubleshooting tips you can use if you have issues with your device during your telehealth appointment:
- Restart your device. If your device is acting up, simply turning it off and back on can often clear up any issues.
- Check your power. If your device is not responding, it might be out of battery. Make sure it is plugged in and charged up. Ensure your device has enough power to last for the full telehealth appointment.
- Close other applications. If your device is slow or having problems, you may have too many things open. Close apps or web tabs that you do not need during your visit.
- Switch devices. If one device isn’t connecting well, you might have better luck with another one. For example, if your tablet isn’t working, try your computer or phone.
- Keep your browser updated. If you are connecting through a web browser, make sure it is the latest version. An outdated browser might not work well with some platforms.
How can I feel comfortable using technology?
With practice, telehealth appointments can be as easy as making a phone call. Below are some online resources that can help you get comfortable using technology:
Learn about patient portals and how to connect to a telehealth visit using a portal.
More information:
Connecting to your telehealth appointment (video) — Health Resources and Services Administration
Empowering patients through digital literacy (PDF) — Health Resources and Services
Administration
Telehealth for individuals with communication disabilities (PDF) — Health Resources and Services Administration
What do I need to use telehealth? — Health Resources and Services Administration