If your video call on RingMD is freezing or experiencing delays, this may be due to multiple reasons. Please follow these guidelines to troubleshoot the browser, identify and fix the potential issue.
Possible reasons for a video call to freeze or experience delay:
- Low internet bandwidth that does not support good video calls
- Poor internet connection
Troubleshooting guidelines for user experiencing issues:
- Disable your video using the video icon at the bottom of your video call screen. This will convert your video call to voice call, which can be better supported by a lower Internet bandwidth. By switching to a voice call, you can continue your session or consultation.
- Refresh your browser, which will bring you back to the Quick Audio & Video Settings Test window. You will be reconnected if your connection is stable.
Note: If you are on mobile, you can close the application by following the steps here.
- If your video call keeps dropping for multiple sessions over a long period of time and with different users, you can do the following:
- disable your video for your calls
- and/or consult your Internet Service Provider (the recommended minimum bandwidth for good video calls is 800 kbps)
Note: To health providers, do not click the end-call icon on your video call if your session or consultation is not done. Clicking it officially marks your online session or consultation as complete.
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