Troubleshooting: hardware and software

What this is: quick fixes for the most common virtual care problems, so you can sort them fast and keep the consultation moving.

Who it's for: care staff and nurses running consultations.

Most problems have a simple cause. Work through the relevant list below in order. If you reach the end and it's still not working, contact Visionflex support, you won't have wasted anyone's time, because the clinician will know you've already done the basics.

First, the 30-second check: Is everything powered on? Is it plugged into the right port? Is the internet connected? Three quick looks solve most issues.

No power, or the device won't start

1. Check it's connected to a working power source.
2. Try a different power socket.
3. Check cables and connectors for damage, and make sure they're firmly seated.
4. Restart the device following the manufacturer's guide.
5. Look for any error messages or warning lights.
6. Check the device isn't unusually hot; if it is, let it cool and check the air vents are clear.
7. Still no power? Contact Visionflex support.

No sound, or poor sound

1. Make sure audio isn't muted and the volume is up.
2. For wired devices: check they're plugged into the correct port.
3. For wireless devices: check they're connected in your Bluetooth settings.
4. Check your video and audio settings inside the platform.
5. Move the microphone closer to the speaker and the speakers further from the microphone to stop echo.
6. Restart the virtual care session and rejoin.
7. Still no sound? Contact Visionflex support.

No video, or poor video

1. Make sure the camera is turned on, and not covered.
2. Check your video settings inside the platform.
3. Check lighting: the resident should be lit from the front, not backlit.
4. If the picture is frozen or pixelated, it's usually the connection, see the connection list below.
5. Restart the session and rejoin.
6. Still no video? Contact Visionflex support.

A peripheral isn't working (camera, stethoscope, vitals device)

1. Check it's connected, wired into the correct port, or paired in Bluetooth settings.
2. Check the battery if it's wireless.
3. Confirm it's selected as the active device inside the platform.
4. Unplug and reconnect, or unpair and re-pair.
5. Restart the device, then the session.
6. Test each component one at a time to isolate the problem.
7. Still not working? Contact Visionflex support and note which device.

The connection keeps dropping

1. Check your internet signal strength. If it's weak, move to a better-connected spot or reconnect.
2. Switch to a known-good location, ideally one with a wired connection.
3. If Wi-Fi is unreliable, use a mobile (4G/5G) connection on a SIM-enabled device.
4. Restart the virtual care software and rejoin the session.
5. If it still won't hold, call the clinician on their direct number to continue by phone or reschedule.

The software is frozen or behaving oddly

1. Restart the virtual care software and rejoin the session.
2. Check for and install any pending updates to the software or drivers.
3. Restart the device if a software restart doesn't fix it.
4. Refer to the platform's help guide.
5. Still stuck? Contact Visionflex support.

When you reach for the phone

Keep these to hand near your equipment so no one has to go looking mid-consultation:

Stop a problem before it starts

• Test the setup before the resident is in the room (see Setting up your virtual care space).
• Keep your equipment charged and stored ready for the next consultation.
• Log issues as they happen, so recurring faults get fixed at the source.
• Make sure more than one staff member knows the basics, don't let it rest with one person.

Need help?

Your Visionflex team is here to support your rollout, training and day-to-day use.

Visionflex acknowledges the Traditional Custodians of Country throughout Australia and pays respect to Elders past, present and emerging.