Troubleshooting Telehealth

We've developed this troubleshooting guide to help you identify and resolve any problems you might experience with Telehealth. We'll add to this guide as needed.  

Important! Are you (and your client) using an up-to-date browser? 

Why is this important?

Secure telehealth requires an encrypted, peer-to-peer connection to be established. Put simply this means that your browser and your client's browser need to establish a direct, secure, encrypted connection with each other, and it is through this connection that the video and audio can then be securely streamed. Browsers are updated regularly. Old, out-of-date browsers do not have the required security to support secure telehealth functionality and will not work. 

Update your browser to the latest

The majority of connection issues relating to Telehealth are resolved by updating to the latest version of your browser. The way to do this varies on which browser you are using. Typically you'll be able to find your browser version and update it, in your browser's Help or About menu areas. Here's an example in Chrome:

Using Safari on a Mac, Macbook, or other Apple device? 

Safari is updated when you run the operating system updates from Apple. Check your System settings to see if you have any updates ready to be installed.

We recommend...

For what it's worth we recommend using Google Chrome for both Windows and Apple Macs / Macbooks. (For iPhones and iPads you must use Safari for Telehealth because Apple does not give other browsers access to the camera.)  

Need Support? Let us know which browser you are using.

Need to contact Support and still not sure what browser you are using? Use this tool here to find out and send us the link along with your question. It'll save us asking which browser you're using :) 

We (my client or I) can't connect to the Telehealth session?

  1. Make sure both you and your client's browser is up to date.
  2. Allow the browser to access your camera and microphone. Learn more here.
  3. Try reloading / refreshing the page. (Ask your client to the same.) You and your client may need to click on the Start Telehealth Session button again. This is ok, the link will not have changed. 
  4. Test using a different (and up-to-date) browser

I can't see/hear my client, or vice-versa.

This is most likely caused by either you or your client not having given permission for your camera and microphone to be used with Power Diary. You'll normally find this in your browser address bar as shown below. If not you'll find information on enabling your camera and microphone for different browsers here.

'Camera and/or Microphone is Blocked' Message on Mobile Device

Mobile devices will not allow you to be on a normal phone call and join in a telehealth call. If you try to join a telehealth call when you are already using the device you'll see this Camera and Microphone is blocked message. You will need to end the phone call and then try again. You may need to close your browser and reopen it for your device to 'realise' your normal phone call has ended. (Also check you have given your browser permission to access these features per above too.)

We have both started the Telehealth session, but we don't seem to be connected.

Are you both able to see yourselves but not the other person? If yes, try reloading the page. Ask the client to do the same. If it appears, click the Start Telehealth Session again. Your client should do the same.

If this does not work try using a different browser to see if this makes a difference. (Note: It is important when trying a different browser that it is also up-to-date. See above for why this is critical.) 

If using a different browser does not help the problem may be related to your local network security settings/router configuration i.e. a firewall is blocking traffic. To eliminate this try testing using a different internet connection i.e. connect to a hotspot from your mobile device. (Ensure Wifi is turned off on your mobile device so it using cellular data.)  

My workplace uses a firewall that blocks certain traffic. Could this prevent me from starting/joining a Telehealth session?

Conceptually it could. If you are clicking on the Start Telehealth Session button and nothing happens this is a possible explanation.  

To test this try testing using a different internet connection i.e. connect to a hotspot from your mobile device. (Ensure Wifi is turned off on your mobile device so it is using cellular data.) If you are able to connect via the hotspot and not via your work connection, ask the person who manages your network to open the following Ports for UDP and TCP: 3478, 19302, 19305, 19307, 3478 and then retest.

We experienced some video or sound quality issues - is that due to Power Diary?

No, this is most likely due to your internet connection or the internet connection of your client. Once a Telehealth session has started the video and sound is streamed peer-to-peer, i.e. browser-to-browser. The content does not pass through Power Diary's servers or network in any way. This is a security and privacy requirement of Telehealth. 

I plugged my headphones in during the call, but they didn't work.

Depending on how your browser is configured it may not switch to using your headphones if they are plugged in during a call. If this happens simply refresh the page and your browser should detect the presence of your headphones. 

My client is seeing an 'expired link' message. What should I do?

You will need to send the client a new link. We issued new links for all clients during Beta. Learn more here.

Still having issues? Use this diagnostic tool to narrow it down.

There is a diagnostic tool available to help identify any problems you might be experiencing. It's simple to use - just go to https://test.webrtc.org/ and click Start. Once done, expand any sections that have warnings to see the detail. Take a screenshot and send it to us if you need additional assistance. It'll help us get to the bottom of things even quicker.

We'll add more to this article as we identify any issues.

Did this answer your question? Thanks for the feedback There was a problem submitting your feedback. Please try again later.

Still need help? Contact Us Contact Us