Telemed Troubleshooting (VisuWell)
For security purposes, some mobile devices, disable the microphone/audio on apps when a user leaves and goes to either the home screen or other apps. It is inconsistent which devices automatically turn these audio features back on when the user returns, so for that reason, we provide the following script:
Provider script for working with patients if/when audio issues occur (same applies to Provider side issues):
Some of our clients experience audio issues if they pop out of the telemedicine visit and pop back in, maybe you received a text from a friend or loved one and want to quickly respond.
If possible, please refrain from leaving the session on your phone or tablet once we begin, but if this does happen, there are 3 things you can try:
- hit the mute mic and then unmute mic on the browser window
- close out of the session and then reenter using the same link
- gesture to me to cut off the session (like you have imaginary scissors in your hand) and I’ll resend you a new link that you can use.
Video Issues (VisuWell Guidance)
If you are having difficulties with video...
Watch video on how to troubleshoot video conference here.
Make sure you are in Chrome or Firefox.
Refresh the browser page and restart the session.
Completely close and restart the browser (For Windows, click the X in the upper right hand corner. For Mac, click on the browser's name at the top left and select quit from the drop down list).
Make sure both parties have shared their cameras. If a participant was not prompted to share camera click the Camera Icon to the right or left of URL bar to change the settings.
Make sure your internet browser is up to date (Update Chrome here and Firefox here).
Clear browser history and refresh browser page. Restart session.
Switch to a different internet browser (recommended: Chrome or Firefox), check in for session, restart session.
Ensure that your ping and internet quality are within acceptable range by running a Speedtest.net. If poor connection exists, try connecting directly via ethernet cord or contact your internet service provider.
Name Field Issues
Clear Browser Cache to address
If the name that you enter when you "Join Session" does not appears on the other end of the session (though a different name does), you can End Session (on both ends), clear browser cache, close, then reopen browser, log back in to ClockwiseMD and Reset the Telemed Session for that Patient and send a new Invite.
Camera Privacy Mode
Please check your device or with your IT Department to determine if any Privacy Restrictions may prevent successful sessions. Example:
What type of security and encryption does the VisuWell Platform provide?
- All media traffic is encrypted no matter the endpoint you use (web or mobile) or the session setup you choose (P2P or multiparty). That means that you are safe when using VisuWell solution even if use it in an open public hotspot. The core protocols providing WebRTC security are SRTP for media traffic encryption and DTLS-SRTP for key negotiation, which are defined by the IETF.
What are the encryption algorithms and strength of the keys being used?
- WebRTC-compatible endpoints use the AES cipher with 128-bit keys to encrypt audio and video, and HMAC-SHA1 to verify data integrity.
What keys are being used for the encryption?
- The endpoints generate random keys at the beginning of the session and in addition they change periodically during the conversation to make it even safer.