Use this article to troubleshoot common issues with Alma Telehealth, including tips for improving call quality, fixing audio and video problems, resolving echo, and diagnosing device connectivity issues.
Ensuring the Best Call Quality
For the best experience and access to all features, we recommend joining Alma Telehealth from Google Chrome on a desktop device.
- Update your browser and operating system to the latest version
- Close browser tabs, windows and other applications that are not in use
- Ensure you have a strong internet connection
Tips for Better Audio and Video Quality
- Use Google Chrome on a desktop device
- Close unused apps or browser windows/tabs to reduce the processing load on your device and ensure your computer has more power available for your video session
- Update your browser and operating system to the latest version
- Plug in your device: Settings like low power mode can cause some devices to reduce their functionality, potentially causing issues with video performance
- Disconnect from VPNs: If you are connected to a VPN, try disconnecting from it and re-joining your session. VPNs can cause connectivity issues within Alma Telehealth (and other video platforms you may use) causing features, like chat, to not function as expected
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Check your network quality:
- Make sure other people who use the same Wifi network are not downloading large files or streaming audio or video
- Test your internet connection using a Speed Test, a minimum of 10 mbps is best to ensure no interruptions
- Move closer to your router and ensure it isn't physically blocked to ensure a stronger signal
- Use an ethernet cable to connect your computer to your router
- If using a mobile device, connect to wifi
- Mute yourself when you aren't speaking, this can help reduce feedback
- Try turning off your camera or blurred background to reduce the processing load
- Restart your computer, there may be other software running in the background and interfering with your video or microphone; by restarting your computer you can ensure it is ready for a video call
Tips for Fixing an Echo
- Use headphones
- Lower volume
- Mute when you aren't talking
- Use a desktop device
Troubleshooting Devices Not Connecting to Alma Telehealth
Based on extensive testing, we're confident that Alma Telehealth should work properly with most devices. To confirm if issues you may be experiencing are related to connecting a camera/speaker/microphone to Alma Telehealth, we recommend running the following diagnostic test on your equipment:
- Navigate to the WebCam Test (using the same browser that you use to access Alma Telehealth)
- Click on Devices in the top right corner to select the setup you would like to use with Telehealth
- Press the red Start recording button at the bottom of your video
- Record a brief audio/video clip and then click the red Stop recording button
- Your recorded video should play back automatically
- Make sure you can see and hear your recording properly
If your devices aren't working properly with the diagnostic test, we recommend switching devices (changing your browser, camera/mic, or laptop/cell phone) until you find a combination that works with the diagnostic test.
If your devices work properly on the diagnostic test but you're still experiencing issues using them with Alma Telehealth, please connect with our Support Team by clicking the Help button in the lower right corner of any Support Center article. If you can share the type of devices you are experiencing issues with (e.g. Microsoft Surface Laptop 2021, Airpods Pro 2) and the web browser you are using (e.g. Chrome, Safari), it will help our team to provide assistance.