Troubleshooting: hardware and software
Quick fixes for the most common problems, and when to call support.
What this is: a quick guide to fixing the common problems that come up during virtual care.
Who it's for: the staff running consults, and anyone providing first-line support.
Before you start a session
Most problems are easier to prevent than to fix mid-consult. At the start of each session, check that you are connected, the camera and microphone work, the peripherals are charged and detected, and you are logged in. Five minutes here saves you in front of a patient.
Common problems and first fixes
| If you see this | Try this first |
|---|---|
| No video | Check the camera is connected and switched on. Close and reopen the app. Confirm the app has permission to use the camera. |
| Poor or frozen video | Check your connection. Switch to your backup connection. Turn off other devices using the same network. |
| No sound, or the clinician cannot hear you | Check the microphone is connected and not muted, in the app and on the device. Confirm the right microphone is selected. |
| A device is not detected | Unplug and reconnect it. Check it is charged and switched on. Restart the app, then the computer if needed. |
| The connection keeps dropping | Switch to your backup connection. Move closer to the router or signal. Reschedule if the connection cannot hold. |
| Cannot log in | Check your username and password. Confirm you are online. Reset your password if needed, or call support. |
| The patient cannot join their end | Resend the link. Check they have a connection. Talk them through opening it, or switch to a phone call as a fallback. |
If the first fix does not work
- Restart the app. If that fails, restart the device.
- Check whether the problem is at your end or the clinician's end.
- Use your backup connection.
- Do not keep a patient waiting while you troubleshoot for long. Agree a fallback, such as a phone call or a rebooking, and move on.
When to call support
Call Visionflex support when a device seems faulty, the software is not behaving after a restart, or you cannot get a session running and a patient is waiting. Have your device details and a description of what happens ready, so support can help quickly.
Keep a copy handy
Print this guide or keep it open near the consult room, so whoever is running the session can reach it fast.
Need help?
- Visionflex support: visionflex.com/support | support@visionflex.com | +61 2 8914 4000 (9am to 5pm AEST)
- See also: Connectivity in remote and outreach settings; Virtual care equipment and peripherals
Visionflex acknowledges the Traditional Custodians of Country throughout Australia and pays respect to Elders past, present and emerging.