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Troubleshooting your Online Appointment

Here are a few useful suggestions that you can try if you’re experiencing any trouble with your Online Appointment.

Check to make sure you’re using the Chrome browser

We recommend using the latest version of Chrome on your desktop or laptop computer. Online Appointments is currently not available for the iPhone or iPad.

Check your internet speed

Check your internet connection at fast.com. You will need a result of 15Mbps or higher. If you’re seeing a number measured in Kbps, that’s not good news. If your internet connection isn’t great, you will have the option to lower the quality, shut off the video or do an audio only session.

Try changing the video call quality

Online Appointments allow you to change the video call quality if you’re experiencing choppy video or sound. To change the video call quality, click on the 3 dots at the bottom of your Online Appointment: Select Manage video quality and choose from one of the lower quality options from the list.

Ensure your audio/video is enabled in your browser

Browsers may require that you provide permission for a website to have access to your microphone or webcam. Here is a guide from Google Chrome’s support site on how to provide this access.

Check your computer’s security & privacy settings (MacOS)

If you’re on an Apple computer and the other participant can’t see or hear you, you may need to adjust your computer’s security & privacy settings. You can adjust them on an Apple computer by opening your System Preferences > Security & Privacy.

Once inside, make sure the browser (Chrome) is given access to the Camera and Microphone. You may need to restart your browser after changing this setting.

Clear your browser’s cache

Your browser is constantly remembering things for you to improve your browsing experience. But like people, sometimes the browser has things that we’d like them to forget (like an old setting). Do do that, you can clear the browser’s cache to put it back into a clean state.

Since we recommend using Chrome, here’s how you can do that:

First click the More in the menu. Find More tools > Clear Browsing Data.

Then choose the time range to remove. To remove everything, click the dropdown and select All time. Make sure “Cookies and other site data” and “Cached images and files” are checked off as well. When you’re done, click Clear Data at the bottom of the window.