Provider or Patient not connecting in TeleVisit Link

Replications: 

• Navigate to Check-in, Intake, or Exam for a scheduled athenaTelehealth visit when you see that your patient is online. 
  
• Click Start Online Visit. 
  
• Speak to the patient. You can hear the patient, but they cannot hear you. Or the patient can hear you, but you cannot hear them. Or neither party can hear each other. Or both parties can hear sound, but it's distorted. 
  

There are several potential causes for this issue, such as an issue with your microphone or an issue with the patient's speaker. Please take the following steps to troubleshoot. 

Troubleshooting Steps for the Patient: 

• Ensure you are using a supported, up to date browser. If you're using an Apple device, please ensure you have the latest iOS version. 
  
• Ensure that the patient is not muted and that their microphone is working correctly. You can have them complete the Device Check workflow to confirm this. Ensure the patient has selected the correct microphone and speaker for their device in the Device Check.
  
• If the participant's microphone is not recognized in the Device Check workflow:
  
• Ensure they have pop-up blockers enabled
  
• Ensure their browser is set to allow microphone access or "ask before accessing"
  
• Ensure they don't have any other applications (such as Zoom, Skype, etc.) utilizing their device's microphone.
  
• Ensure you do not have any other applications using your device's speaker (Pandora, Spotify, etc.) 
  
• If you are using headphones or speakers, make sure the correct device is selected for sound in your settings.
  
• If you're using a Bluetooth device, make sure your device has been paired with the computer, smartphone, or tablet you're using for your call. Also, ensure Bluetooth is NOT still paired to another device as the source input. 
  
• Make sure you're not browsing in incognito or private mode and that the browser tab you're using to join the visit is not muted.
  
• Have the patient turn off video or lower the video resolution to 360p to improve network issues, which may impact audio quality.
  
• Please reference the "My patient can’t hear the visit audio" and "My patient’s microphone (audio) is not working" sections of the athenaTelehealth Troubleshooting Guide for more tips.
  

Troubleshooting Steps for Providers/Practice Staff: 

• Ensure the audio drivers are up-to-date.
  
• Ensure you are using a supported, up to date browser. Try using a different browser. If you're using an Apple device, please ensure you have the latest iOS version. 
  
• If you're using a Bluetooth device, make sure your device has been paired with the computer, smartphone, or tablet you're using for your call. Also, ensure Bluetooth is NOT still paired to another device as the source input. 
  
• Ensure that you're not muted and that your microphone is working correctly. You can complete the Device Check workflow to confirm this. Ensure you have selected the correct microphone and speaker for your device in the Device Check.
  
• If the your microphone is not recognized in the Device Check workflow:
  
• Ensure you have pop-up blockers enabled
  
• Ensure your browser is set to allow microphone access or "ask before accessing"
  
• Ensure you don't have any other applications (such as Zoom, Skype, etc.) utilizing their device's microphone.
  
• Please reference the "My patient can’t hear the visit audio" , "My audio or video quality is poor", and "My patient’s microphone (audio) is not working" sections of the athenaTelehealth Troubleshooting Guide for more tips
  
• The audio issue could also be caused by Sound Enhancements in Windows devices. For more information, see athenaTelehealth: No Audio in athenaTelehealth Visits Due to Sound Enhancements
  
• In the August 24, 2023 release, we released a solution to improve call quality, particularly the audio component. When the online visit begins, the athenaTelehealth application now automatically sets the video resolution to 480p to improve call quality. Patients can still adjust the video resolution themselves. Thank you for your patience while we reviewed this issue.

Resources: 

• (release note) athenaTelehealth Automatically Sets Video Resolution to 480p for Online Visit
  
• (article) athenaTelehealth: Audio Not Working With Bluetooth/USB Headset
  
• (article) athenaTelehealth: No Audio in athenaTelehealth Visits Due to Sound Enhancements
  
• (article) Best Practices Guide: Telehealth
  
• (article) athenaTelehealth: Provider App Not Detecting Camera, Mic, Speaker
  
• (article) athenaTelehealth: Visit Remains Muted or Frozen When Patient Receives Incoming Call During Visit
  
• (article) athenaTelehealth: Provider's Voice is Too Low Even When Patient's Device Volume is All the Way Up
  
• (article) athenaTelehealth: Android Audio Troubleshooting