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Updox Telehealth Video Chat

Technical Specs for the Video Chat Platform 

We recommend Safari for iOS and Chrome or Firefox for Android

For laptops and desktops, a webcam and microphone are required 
(Please make sure Any text to speech Dictation products (Nuance and Dragon products) are not running. Those programs will claim the microphone and will not allow video chat to proceed.)

TEST YOUR DEVICE FOR COMPATIBILITY!

Jump to the Section You Need:
Supported Devices
Supported Browsers
Troubleshooting for iOS
Troubleshooting for Android
Can't Hear Patients

Be sure - for PC's and Laptops - that Webcam Access protection is turned off if your Anti-virus program/software supports it

Screen Shot 2020-03-19 at 11.31.26 AM

Supported Devices:

Note: While we have tested these devices internally, there may be other devices that are compatible with Video Chat.

  • Samsung: Galaxy s7 and up
  • One Plus 3t and up
  • Google: Pixel 3+
  • Apple: iPhone 7+ and up

Supported Browsers:

Note: While we have tested these browsers internally, there may be other browsers that work successfully with Video Chat.
  • Chrome: Windows, Mac, and Android
  • Microsoft Chromium Edge: Windows
  • Firefox: Windows, Mac, and Android
  • Safari: IOS 11+ and Mac OS 10.10+
  • Samsung Internet Browser: Android

Not supported:

Note: While we have tested these devices internally, there may be other devices that are not compatible with Video Chat.

  • Amazon Fire Tablets
  • IOS 10 or Below
  • iPhone 6 and below.
  • Microsoft Internet Explorer

** Need to see the Video Chat Firewall Rules? Go here. **

Troubleshooting for iOS:

Enable the microphone and camera for IOS 13+

If you are still unable to see yourself in the video feed, you may need to try a few things in the following order:

  1. Restart the Safari browser app
  2. Confirm that your camera is not broken. We recommend trying your camera with FaceTime.
  3. Make sure there is nothing blocking the camera and is clean of any dirt or smudges

On iOS 13 and up, you can also select the camera and microphone to be enabled by default.

  1. Go to Settings on your device
  2. Scroll down and open Safari tab
  3. Ensure Camera & Microphone are set to Allow
  4. Ensure Request Desktop Site option is turned off

Troubleshooting for Android:

Enable the camera for Chrome on Android

To change settings for all sites:

  1. On your Android phone or tablet, open the Chrome app.
  2. To the right of the address bar, tap “MoreSettings”.
  3. Under "Advanced," tap Site settings.
  4. Tap the permission you want to update.

To change settings for a specific site:

You can allow or block permissions for a specific site. The site will use its settings instead of the default settings.

  1. On your Android phone or tablet, open the Chrome app.
  2. Go to a website.
  3. To the right of the address bar, tap “MoreInfo” .
  4. Tap Site settings.
  5. To make a change, under "Permissions," tap a setting. If you don't see a "Permissions" section, the site doesn't have any specific permissions.

Can’t Hear Patients?

  1. Make sure volume on speakers is turned on and not muted. Also be sure to make sure the correct audio device is selected. See below on how to change settings.
    Change sound settings Mac
    Sound settings and Troubleshooting Windows

  2. If patients are using headphones please ensure they are plugged in and not muted. If they are not using headphones please ask them to turn Bluetooth off. Disable Airplay as well.

If this doesn’t work - Use Firefox mobile on Android only 

Patients Q&A page for Video Chat

 

Sales@updox.com

614-798-8170 x1

 

Support@updox.com

614-798-8170 x2

Updox Learning Center

http://help.myupdox.com