Troubleshooting Connectivity Issues

A poor connection can cause issues such as a lag between video and audio (latency), frozen or choppy video, bad or distorted audio, or disconnections.   The following approaches may help.  

The source of the slow connection can be either your network or the network of the patient.
If the Clinician Dashboard identifies the source of the issue, you will see an icon next to the participant’s name in the Network tab.

Troubleshooting a poor connection on the clinician’s network

To improve connectivity on your network:

• In an enterprise network contact your System Administrator
• Move closer to the Wi-Fi router or access point
• Turn off the video portion of the live visit
• Make sure you are using the latest version of either Google Chrome or Microsoft Edge (Chromium) for the Clinician Dashboard
• Check your Internet bandwidth speed: https://tytocare.testrtc.com//
  • Minimum download speed = 2 Mbps (20 Mbps recommended)
  • Minimum upload speed = 2 Mbps (5 Mbps recommended)
• If your bandwidth is limited, close any other applications that use Internet bandwidth
• Use a wired Ethernet connection if possible

• Restart your router
• Disable firewall, anti-virus, and security software, or check that they are configured to allow video conferencing
• To improve video clarity:
  • Check that your camera’s resolution settings match your monitor’s requirements, according to your camera manufacturer’s directions
  • Check that the computer video settings match your monitor’s requirements, for example, as outlined by Microsoft here: Change your screen resolution

Troubleshooting a poor connection on the patient’s network

To improve connectivity on the patient’s side:

• Ask the patient to bringing the mobile device closer to the Wi-Fi router or access point
• Turn off the video portion of the live visit 
• Check that the patient is using a Wi-Fi connection and not using a mobile data connection
• Ask the patient to close other applications that are running