Problems with a videoconference can be caused by a number of factors. Here are a few things to check:
- Ensure you have met the technical requirements.
- Check your internet connection's bandwidth usage.
- Check your Wi-Fi settings.
- Check that the device is not using battery saver mode and that the battery is fully charged.
- Check that your camera works.
- Check that your microphone and speaker work.
- Resolving sound (audio) quality issues.
- Resolving video quality issues.
- Ensure that you have good lighting.
Reporting an Incident
When reporting an incident, please provide as much information as possible. Include details about your videoconference experience and be sure to include the following:
- Time and date when you encountered the problem
- Device you are using (e.g., phone or tablet)
- Android version
- Screen shot and error messages
When you call Ontario Health (OTN) Technical Support for help, use a different phone than the device you use when joining the eVisit appointment.
In order to troubleshoot your issue, it is important that you are not calling from the phone you need help with. For example, Technical Support might need to talk to you while you run a test video call.