Troubleshooting Steps

Your experience with an AdventHealth video visit will be a great one when all participants have a good Internet connection and an up-to-date computer. Older devices or software, or a poor or limited Internet connection are the most common reasons for trouble connecting to begin a call. All participants before a call starts should use the video visit test to ensure their device is capable of supporting a call.

Make Improvements

If the call quality estimate is poor for one or more participants, they should try the following steps to improve the quality of their Internet connection:

  • Make sure they meet minimum system requirements
  • Use a newer computer with plenty of speed. Sending and receiving video takes a lot of computer power. Old or slow computers will have a harder time processing the video, which can cause choppiness.
  • Turn off other devices on the same wifi connection are using high bandwidth activities (e.g., Netflix / Youtube / Skype / FaceTime)
  • Move closer to your wifi router, and switch to the 5GHz frequency. This will increase the maximum amount of bandwidth available to your device over a shorter distance.
  • Use an ethernet cable connecting your computer to the router. This will provide the most stable connection possible.
  • Make sure your router isn't physically obstructed or out of view. Keep it in the open, and the signal will be stronger.