Patient Troubleshooting Guide
Table of Contents
Table of Contents
Quick Call Guide
How do I attend an appointment?
Having issues with call quality?
Unable to connect
How do I restart the appointment from the same link?
Camera or Microphone Issues
I can't hear the doctor/nurse
The doctor or nurse can't hear me
I can't see or hear myself
I can't see the host
Denied camera or microphone permissions?
How can I fix audio echo on the call?
Facing Audio Fall Back Error
Device/ Browser Issues
What devices can I use?
What browser should I use?
Is my device compatible for the video call?
Can I retest my device if I’ve already tested it once?
While my device is being tested, can I stop the process?
Facing technical faults on eClinic application?
Why I am seeing a blank page on the application?
How do I change layout of my call?
What are the participants roles?
My appointment was cancelled
My appointment was auto-closed
Still facing an issue?
My appointment was marked DNA
Appointment link expired
I received an appointment invite link
What happens to my video recording?
Is eClinic secure and private?
Do I get a prescription after the appointment?
Why am I in a waiting room?
Can I close/minimize my browser while at waiting room?
Screen showing me Waiting room active
Timer not working on my waiting room
Can I take a regular incoming call while the video call is happening?
My video stopped while accessing chat?
My video stopped while Clinician ends screenshare?
Can I still join the appointment if I am late?
I have missed my appointment.
Where is my health information stored and used for?
Known Issues (IOS)
I got disconnected from the call?
Unable to access location?
What is Translated Conversation?
Best Practices for Translation
What are the supported languages?
How do I input my content for translation?
My local language is not listed?
Can I access Translation Conversation with other features on call?
Can I use Translation Conversation again if already used within the consultation?
I have selected wrong language; how do I change my language?
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