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Troubleshooting Tips for Virtual Health Visits

View the tip sheets for solutions to common technical issues and test your hardware in preparation for your visit. Please review the instructions below.

MyChart

Video visit tip sheets:

Patient guides for MyChart Video Visit

A video visit is a secure alternative to an in-person visit with your provider. With a MyChart Video Visit, you will have dedicated time with your provider, just as you would at an in-clinic appointment. Downloading the MyChart app to your smartphone or tablet is the preferred method, but video visits can also be done on your laptop or desktop computer.

Follow these steps for your MyChart Video Visit via web browser on your laptop or desktop computer:

Technical requirements

You will need a laptop or desktop computer, camera or webcam (either internal or external), and internet access with a reliable web browser (Firefox, Safari, Chrome or Edge are recommended). Minimum internet speeds are 25 Mbps download and 10 Mbps upload.

24 hours prior to your appointment

  • Log in to the MyChart Patient Portal at mychart.multicare.org and click the “Visits” icon at the top.
  • Locate the appropriate appointment and click “Details.”
  • Click “eCheck-in” to complete your check-in documentation.
  • Click “Test Hardware” to ensure your audio and video are working correctly.
  • When the test is complete, close the test window.

15 minutes prior to your appointment

  • Find a comfortable, quiet and well-lit space with a strong internet connection.
  • Close any open programs or windows and ensure your device is fully charged or plugged in.
  • Following the steps above, log in to your MyChart account and select the appropriate video visit.
  • Click “Begin Video Visit” at the top of the screen.
  • Your computer will automatically do another hardware test to ensure your audio and camera are working. Follow the on-screen prompts to continue.
  • You will be placed in the waiting room. When your provider joins the session, you will be prompted to accept the call.

Need help?

Trouble with MyChart or login questions, including password assistance? Call the MyChart Customer Support Team at 844-388-2356 or contact your clinic for assistance.

Download the Desktop and laptop tip sheet.

My video won’t load and/or my provider can’t see me.

  • Try switching browsers. Firefox, Chrome, Safari and Edge are the most reliable for speed and connectivity.
  • Confirm the camera settings are enabled by going to the control panel or settings menu under “Devices.”
  • Check for loose or disconnected wires if using an external/mounted camera.
  • See if the camera is working by opening a video chat app, such as Google Chat or Skype.
  • Some firewalls block audio/video. If set up at a place of employment, this may be a factor.

I can’t see my provider.

  • The provider may be running late. A call to the provider can verify this.
  • It may take up to a minute for the provider to appear after accepting their call if the connection is slow.

I can’t hear my provider, or my provider can’t hear me.

  • Check your volume settings and verify you are unmuted, the volume is turned up and it is not being routed to another source (headphones, Bluetooth, etc.).
  • Have the provider check their volume settings and confirm they are unmuted.
  • If there is more than one microphone, see which is engaged and adjust as needed.
  • Test if the microphone is working by opening a video chat app, such as Google Chat or Skype.

We are connected, but the audio/video quality is poor, my screen keeps freezing or the connection keeps getting dropped.

  • Audio/video may be delayed or fuzzy while initially connecting. If the connection is good, quality should improve after a minute or two.
  • Close any open apps, windows or programs to free up device resources.
  • Disconnect any devices sharing Wi-Fi.
  • Log out and back in to see if a better connection can be established.
  • Delete unused apps on the device to free up storage space. Power the device off and back on, then log back in to the video visit.
  • Check the device signal strength and relocate if necessary. Slow Wi-Fi connection will limit video quality.
  • For persistent connection issues, consider checking your Wi-Fi speed at speedtest.net. Look for minimum 25 Mbps download and 10 Mbps upload. If the speed is too slow, try using a wired internet connection or contact your internet service provider for guidance on resetting your router.

A video visit is a secure alternative to an in-person visit with your provider. With a MyChart Video Visit, you will have dedicated time with your provider, just as you would at an in-clinic appointment.

Follow these steps for your MyChart Video Visit via mobile app on your smartphone or tablet

24 hours prior to your appointment

  • Download the MyChart mobile app from the App Store (Apple) or Google Play (Android).
  • Log in to your account and tap the “Visits” icon.
  • Confirm that you can see the details of your upcoming video visit.

15 minutes prior to your appointment

  • Find a comfortable, quiet and well-lit space with a strong Wi-Fi connection.
  • Test your audio to ensure your phone isn’t muted and that the volume is turned up.
  • Close any open apps or windows on your device.
  • Ensure your device is fully charged or plugged in.
  • Log in to your MyChart account and select the “Visits” icon.
  • Locate the appropriate appointment from the list.
  • If you haven’t already, complete the eCheck-in process and submit the Consent for Telemedicine Services questionnaire.
  • Click “Begin Visit” and wait for your provider’s image to appear on screen.

Need help?

Trouble with the MyChart mobile app or login questions, including password assistance? Call the MyChart Customer Support Team at 844-388-2356 or contact your clinic for assistance.

Download the mobile and tablet devices tip sheet.

I can’t see my provider, or my provider can’t see me.

  • The provider may be running late. A call to the clinic or office can verify this.
  • You must be logged in through the MyChart mobile app, which enables the
  • camera for mobile devices.
  • Confirm that your camera lens is not obstructed.
  • Check to ensure your camera settings are enabled.

I can’t hear my provider, or my provider can’t hear me.

  • Check your volume settings and verify you are unmuted, the volume is turned up and it is not being routed to another source (headphones, Bluetooth, etc.).
  • You must be logged in through the MyChart mobile app, which enables audio for mobile devices.
  • Have the provider check their volume settings and confirm they are unmuted.
  • If there is more than one microphone, see which is engaged and adjust as needed.

We are connected, but the audio/video quality is poor, my screen keeps freezing or the connection keeps getting dropped.

  • Audio/video may be delayed or fuzzy while initially connecting. If the connection is good, quality should improve after a minute or two.
  • Close any open apps or windows to free up device resources.
  • Disconnect any devices sharing the Wi-Fi.
  • Log out and back in to see if a better connection can be established.
  • Delete unused apps on the device to free up storage space. Power the device off and back on, then log back in to the video visit.
  • Check the device signal strength and relocate if necessary. Slow Wi-Fi connection will limit video quality.
  • For persistent connection issues, consider checking the Wi-Fi speed at speedtest.net. Look for minimum 25 Mbps download and 10 Mbps upload. If the speed is too slow, try using a wired internet connection or contact your internet service provider for guidance on resetting your router.

I’m being told that my visit is “not supported.”

  • Make sure you’re using the MyChart mobile app to access your appointment, not a web browser.