What to do if the hyperlink within the meeting invitation email does not work:
When using the web on laptops/computers/tablets, some email services will change an email hyperlink so it does not work when clicked (i.e. Outlook). If this is the case, the hyperlink will have to be copied and pasted into a new webpage to work. To do this:
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Highlight the hyperlink information by moving your mouse cursor over it and clicking the left mouse button once (the entire line should be highlighted), then:
- Copy it to your clipboard - press Ctrl+C (Windows) or Command+C (Mac) or right-click on your mouse and choose 'Copy'.
- Open your web browser and paste the hyperlink info into it - click into the address line, press Ctrl+V (Windows) or Command+V (Mac) or right-click on your mouse and choose 'Paste'.
- Click 'Enter/Return' on your keyboard, which should take you to the 'Join a Meeting' screen.
- Afterwards, refer to this article, if needed: INVITED PARTICIPANT - How To Join a Virtual 'Meeting' When Invited by a Healthcare Provider
Test Audio and Video Equipment:
Before joining a video meeting you are invited to, on the ‘Join a Meeting’ screen, click ‘Test Audio and Video’. This quickly tests your device’s audio and video.
OR, if having audio/video issues after joining a video meeting, participants may ‘Leave Call’, click the hyperlink within the meeting email again, click ‘Test Audio and Video’, then, after the test is complete, ‘Join’ the meeting again.
If a participant is logged into their SK Virtual Visit account, they should run the 'Pre-Call Test', available under 'Account', before starting their virtual sessions. This is a 30-second test of their video, audio and internet connection.
Using a VPN?
The platform is designed to not have to work through a VPN, as it is already completely safe and secure to use via the web. To bypass your VPN server, you may need to access the "Incognito Mode" on your workstation and open the email invitation there. To access the incognito browser, click and hold the following:
- Windows: Ctrl + Shift + N
- Mac: Command (or Cmd or ⌘) + Shift + N
Meeting Ends:
If the meeting host or another member of the clinic care team clicks and confirms 'End Call For All’, the meeting hyperlink, ID and Passcode will be broken and will no longer work. Therefore, if needed, a new meeting will need to be started and the new Join-In information emailed to participant(s).
If the meeting host or other participants 'Leave Call' or lose connection with the meeting for any other reason, the meeting will still remain active for some time and all participants should be able to return into it.
Bandwidth Issues:
The ‘SK Virtual Visit’ platform requires an internet connection and a weak connection can result in issues accessing parts of the application, being able to see or hear people or them being able to see or hear you. Participants can test their connection at:
- https://www.sasktel.com/internet/speedtest/hsst.html
- Refer to this article, if needed: How Can I tell if My Internet Connection (Network/Bandwidth) is Not Sufficient?
Additional Tips:
Whenever prompted, participants should enable/allow their microphone and camera.
If using a mobile device, under their device 'Settings', enable their camera and mic for the 'SK Virtual Visit' app.
How To Enable / Allow Video and Audio on a Mobile Device
If using web on a laptop, computer or tablet, under 'Settings', they should enable their camera and mic for 'virtualvisit.saskatchewan.ca'. They should also ensure the volume is set to maximum.
People can't see or hear me - Laptop or desktop - Browser
People Can't See or Hear Me on iPad - Browser
Once in the video session, they can click the arrow beside 'Mute/Unmute' or 'Video' to view or change the microphone or camera they are using.
Participants should place their device on a stable surface, should not be moving, walking or driving, as movement can significantly affect the quality of the connection.
Users should make sure they have no other programs running on their device that are using internet or video and close them if they do, as it could affect the quality of their video meeting. This would include other people currently using their internet service.
Users should move to a different office/room, which has a stronger internet connection.
Being hardwired into their internet modem has better results than using wireless.
When participants Hard Refresh their page, it can reset things and/or re-prompt them to allow access to their camera and microphone. To do this, click and hold the following:
- Windows Users - Ctrl + Shift + R
- MAC Users - Command (or Cmd or ⌘) + Shift + R
Clear our website browser cache:
Restarting their device completely can reset things.
Try a different browser than the one they are using:
- Windows 10 or higher with all updates installed
- OS X Sierra or higher (v10.12+)
- Chrome Browser with Version 56 or higher OR
- Edge Browser with Version 79 or higher OR
- Firefox Browser with Version 44 or higher OR
- Safari Browser with Version 13 or higher
- Internet Explorer is not supported
A few users have found being connected to a 2nd monitor affects how their audio or video equipment works, so need to disconnect it.
Ensure the shutter is open on their device's camera (if using an external plug-in camera).
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