Troubleshooting Audio/Video in the MyCare Application

Troubleshooting 1: Reconnecting to call

Should a patient get disconnected from an active A/V session they can reconnect by clicking the CALL IS ACTIVE icon. If CALL IS ACTIVE is not shown, this means the provider has ended the call. If the provider resumes the call the patient will receive the incoming call alert whether they have returned to the waiting room or not

Troubleshooting 2: Call Readiness Check

The application displays whether patients’ devices and internet connections are ready for a video call on their home screen. Each icon indicates whether there is an issue with the functionality it represents.

Each icon will include a yellow ‘X’ icon if there is an issue. Clicking the icon will include more information about the status

Troubleshooting the yellow ‘X’ icon.

Navigate to 'myCare' app in the phone settings,   or  to enable the Wifi, microphone, and camera. 

iPhone: Go to settings  > search for the myCare app > enable microphone and camera. Cellular data should be enabled if Wifi is not accessible.

Android: Go to settings  > apps > search for the myCare app > click on Permissions > enable microphone and camera.