Page 1 of 13 Provider Technical FAQ As of May 5, 2020 Contents Web .................................................................................................................................................................... 2 1. What is an Operating System (OS) and how it affects my access to Teladoc Health? .... 2 2. What browsers does Teladoc Health support for access to the Web portal? ...................... 2 3. How do I make sure my device supports video consults? ...................................................... 3 6. How do I enable my audio? ............................................................................................................ 5 7. Why am I prompted to update my installed Teladoc Health Video Software? .................. 6 Mobile ................................................................................................................................................................. 6 8. Which Mobile devices are supported by Teladoc Health? ....................................................... 6 9. Do I have to download the app on my mobile device, or can I use a browser? .............. 6 10. I received notification of a new Provider app version. What should I do?........................ 6 11. How do I know what version of the Provider app is on my Iphone/Ipad? ........................ 8 12. How can I ensure I have the best video performance on my mobile device? ................... 8 General .............................................................................................................................................................. 9 13. How can I improve my internet connection?............................................................................... 9 14. What are the bandwidth requirements for video consults? ..................................................... 9 15. I am traveling outside the US. Will I be able to log into my provider portal/app? .......... 9 16. How do I take a screen shot to send to Provider Support? ...................................................... 9 17. How do I know if I have a good signal? ................................................................................... 10 18. What if the member is having video issues? ............................................................................ 10 19. What should I do if I can’t get my video to work?................................................................... 11 20. How do I Switch to a phone consult?.......................................................................................... 12 21. What if I’m still having issues after following the tips and suggestions above? ............ 13
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Page 1 of 13
Provider Technical FAQ
As of May 5, 2020
Contents Web .................................................................................................................................................................... 2
1. What is an Operating System (OS) and how it affects my access to Teladoc Health? .... 2
2. What browsers does Teladoc Health support for access to the Web portal? ...................... 2
3. How do I make sure my device supports video consults? ...................................................... 3
6. How do I enable my audio? ............................................................................................................ 5
7. Why am I prompted to update my installed Teladoc Health Video Software? .................. 6
Mobile ................................................................................................................................................................. 6
8. Which Mobile devices are supported by Teladoc Health? ....................................................... 6
9. Do I have to download the app on my mobile device, or can I use a browser? .............. 6
10. I received notification of a new Provider app version. What should I do? ........................ 6
11. How do I know what version of the Provider app is on my Iphone/Ipad? ........................ 8
12. How can I ensure I have the best video performance on my mobile device? ................... 8
General .............................................................................................................................................................. 9
13. How can I improve my internet connection?............................................................................... 9
14. What are the bandwidth requirements for video consults? ..................................................... 9
15. I am traveling outside the US. Will I be able to log into my provider portal/app? .......... 9
16. How do I take a screen shot to send to Provider Support? ...................................................... 9
17. How do I know if I have a good signal? ................................................................................... 10
18. What if the member is having video issues? ............................................................................ 10
19. What should I do if I can’t get my video to work?................................................................... 11
20. How do I Switch to a phone consult? .......................................................................................... 12
21. What if I’m still having issues after following the tips and suggestions above? ............ 13
Page 2 of 13
Web
1. What is an Operating System (OS) and how it affects my access to Teladoc Health?
Operating system (OS) is what allows applications to run on a piece of hardware. Operating systems are
designed for specific hardware (Windows OS for PC and Mac OS for Mac). Operating systems are
frequently updated with fixes and enhancements and often, when old version of OS are unable to keep up
with changes, they are taken out of circulation.
Running an out-of-date OS is a risk as many applications rely on new/enhanced OS features to run
properly.
To make sure you are up to date with your OS, please do the following:
1. Make sure to Update and Restart your device at least once a week to allow installation of fixes
and enhancements. (Windows: https://support.microsoft.com/en-us/help/12373/windows-
The quality of your video consult depends on the strength of your connection. On the top left corner of your
consult page, you will see a signal strength indicator (see image below prior to starting the consult). Green
= good connection, Yellow = average and Red = weak. If your connection is anything but Green please
move closer to the wireless router.
Please note that unlike the signal before consult start, that measures only your connection strength, during
the consult, the signal strength indicator measures the combined connection between you and the member.
Even if your connection is good, the member connection might be failing, which will affect the number of
bars in the indicator above.
Please make sure the combined connection strength during the consult never drops below 4 bars.
18. What if the member is having video issues?
Members should be able to test video functionality on their devices prior to consults on the member portal,
just as you have on the provider portal.
While in consult, you can refer to the signal strength indicator to identify weak signal strength that might
affect the video connection.
If the patient followed all of the required steps in the Test Your Video Capabilities process and still can’t
conduct the video, please ask them if they are comfortable completing the consult by phone only. With their permission you can convert the video consultation to phone using the section shown below. You will
have to answer the reason why you or the patient could not connect to video: