DIY Troubleshooting: Simple Steps to Resolve Common Telehealth Technical Issues

Vol. 1, No. 22 | July 30, 2024 | By Dave Larsen, Väsentlig Consulting LLC

As a home-based solo mental health practitioner using telehealth, technical issues can be frustrating and disruptive to your sessions (Boyle et al., 2020).

While some problems may require the assistance of a professional IT support service, many common issues can be resolved through simple DIY troubleshooting steps (Wosik et al., 2020).

In this post, we'll explore some of the most common telehealth technical issues and provide practical, step-by-step guidance for resolving them on your own.

Common Telehealth Technical Issues

Before diving into specific troubleshooting steps, let's identify some of the most common technical issues encountered by telehealth practitioners (Boyle et al., 2020; Wosik et al., 2020):

Poor Video or Audio Quality: Pixelated, blurry, or freezing video; choppy, echoing, or low-volume audio.
Connection Problems: Difficulty joining or maintaining a connection to the telehealth platform.
Software or Hardware Malfunctions: Issues with the telehealth platform, computer, or peripheral devices (e.g., camera, microphone, speakers).
Screen Sharing Difficulties: Trouble sharing your screen or viewing a shared screen during a session.
Security or Privacy Concerns: Unauthorized access to the telehealth platform or concerns about data privacy.

By familiarizing yourself with these common issues, you can be better prepared to troubleshoot them quickly and efficiently (Boyle et al., 2020).

Step 1: Check Your Internet Connection

A stable and fast internet connection is essential for high-quality telehealth sessions (Boyle et al., 2020). If you're experiencing poor video or audio quality, or difficulty maintaining a connection, your internet connection may be the culprit. To troubleshoot your internet connection:

Test Your Connection Speed: Use an online speed test tool (e.g., speedtest.net) to measure your download and upload speeds. For high-quality video, aim for at least 10 Mbps download and 5 Mbps upload speed (Wosik et al., 2020).
Restart Your Modem and Router: Unplug your modem and router, wait 30 seconds, then plug them back in. This can often resolve connectivity issues (Boyle et al., 2020).
Use a Wired Connection: If possible, connect your computer directly to your modem or router using an Ethernet cable. Wired connections are generally more stable and faster than Wi-Fi (Wosik et al., 2020).
Minimize Network Congestion: Close any unnecessary applications or browser tabs that may be using bandwidth, and ask others in your household to minimize their internet use during your sessions (Boyle et al., 2020).

If your internet connection continues to be problematic, contact your internet service provider (ISP) for further assistance (Wosik et al., 2020).

Step 2: Update and Restart Your Devices

Outdated software or hardware can cause a variety of technical issues, including poor performance, compatibility problems, and security vulnerabilities (Boyle et al., 2020). To keep your devices running smoothly:

Update Your Operating System: Ensure that your computer's operating system (e.g., Windows, macOS) is up to date with the latest security patches and feature updates (Wosik et al., 2020).
Update Your Telehealth Platform: Check for updates to your telehealth platform and install any available upgrades or patches (Boyle et al., 2020).
Update Your Device Drivers: Make sure that your device drivers, particularly for your camera, microphone, and speakers, are up to date (Wosik et al., 2020).
Restart Your Computer: If you're experiencing software or hardware malfunctions, a simple restart can often resolve the issue (Boyle et al., 2020).

By keeping your devices updated and restarting them regularly, you can prevent and resolve many common technical issues (Wosik et al., 2020).

Step 3: Troubleshoot Audio and Video Settings

Poor audio or video quality can significantly impact the effectiveness of your telehealth sessions (Boyle et al., 2020). To troubleshoot audio and video settings:

Check Your Camera and Microphone: Ensure that your camera and microphone are properly connected and selected in your telehealth platform settings (Wosik et al., 2020). Test your audio and video before each session to identify any issues.
Adjust Your Camera Position: Position your camera at eye level and ensure that your face is well-lit and centered in the frame (Boyle et al., 2020). Avoid backlit settings, which can make you appear silhouetted or washed out.
Use Headphones or a Headset: To minimize echo and feedback, use headphones or a headset with a built-in microphone (Wosik et al., 2020). This can also help to improve audio quality and privacy.
Adjust Your Audio Settings: If your audio is too low or too high, adjust the volume settings on your computer and within your telehealth platform (Boyle et al., 2020). You may also need to adjust your microphone sensitivity or use noise-canceling features to reduce background noise.

By optimizing your audio and video settings, you can ensure that you and your clients can see and hear each other clearly during your sessions (Wosik et al., 2020).

Step 4: Resolve Screen Sharing Issues

Screen sharing is a valuable tool for telehealth sessions, allowing you to share documents, presentations, or other visual aids with your clients (Boyle et al., 2020). If you're experiencing difficulty with screen sharing:

Check Your Permissions: Ensure that you have granted your telehealth platform permission to access your screen (Wosik et al., 2020). You may need to adjust your browser or operating system settings to allow screen sharing.
Close Unnecessary Applications: Close any applications or browser tabs that you don't need to share, as they can slow down your screen sharing performance (Boyle et al., 2020).
Use a Wired Connection: If possible, use a wired internet connection rather than Wi-Fi, as this can improve screen sharing speed and stability (Wosik et al., 2020).
Restart Your Session: If screen sharing continues to be problematic, try ending your session and restarting it (Boyle et al., 2020). This can often resolve temporary glitches or connection issues.

If screen sharing issues persist, consult your telehealth platform's support resources or contact their technical support team for further assistance (Wosik et al., 2020).

Step 5: Address Security and Privacy Concerns

Maintaining the security and privacy of your telehealth sessions is essential for protecting your clients' confidentiality and complying with relevant regulations, such as the Health Insurance Portability and Accountability Act (HIPAA) in the United States (Boyle et al., 2020). To address security and privacy concerns:

Use a Secure Telehealth Platform: Ensure that your telehealth platform is HIPAA-compliant and offers end-to-end encryption (Wosik et al., 2020). Avoid using non-secure platforms like Skype or FaceTime for telehealth sessions.
Set Strong Passwords: Use strong, unique passwords for your telehealth platform and any associated accounts (e.g., email) (Boyle et al., 2020). Enable two-factor authentication (2FA) whenever possible for added security.
Keep Software Up to Date: Regularly update your telehealth platform, operating system, and antivirus software to ensure that you have the latest security features and patches (Wosik et al., 2020).
Use a Virtual Private Network (VPN): If you're conducting sessions over a public or unsecured Wi-Fi network, use a VPN to encrypt your internet traffic and protect your data (Boyle et al., 2020).
Educate Your Clients: Provide your clients with guidance on how to maintain the security and privacy of their telehealth sessions, such as using a private space, wearing headphones, and avoiding public Wi-Fi (Wosik et al., 2020).

By prioritizing security and privacy, you can protect your clients' confidentiality and maintain the integrity of your telehealth practice (Boyle et al., 2020).

Common Remedies for Windows 10, Windows 11, and macOS

Here are some common remedies for technical issues specific to Windows 10, Windows 11, and macOS, assuming you are using a laptop, PC, MacBook, or iMac:

Windows 10

Run Windows Update to ensure your operating system is up to date
Use the built-in Windows Troubleshooter to diagnose and fix common issues
Disable unnecessary startup programs to improve performance
Clear your browser cache and cookies to resolve web-based issues
Use the Task Manager to close unresponsive applications

Windows 11

Use the Windows 11 Settings app to update your operating system and drivers
Utilize the built-in Windows Security app to scan for malware and viruses
Adjust your power settings to optimize performance and battery life
Use the Windows 11 Feedback Hub to report issues and access troubleshooting resources
Reset your PC if you're experiencing persistent issues

macOS

Install the latest macOS updates and security patches
Use the built-in Disk Utility to repair disk permissions and check for errors
Reset the NVRAM or PRAM to resolve startup issues
Use the Activity Monitor to identify and close resource-intensive applications
Reinstall macOS if you're experiencing persistent software issues

Advisory Warning: Outdated Operating Systems

It's crucial to use an up-to-date operating system that is currently supported by the manufacturer and complies with the latest HIPAA and HITECH guidance. Using an outdated or unsupported operating system can expose you and your clients to security vulnerabilities, compatibility issues, and potential compliance violations.

If you're using an older version of Windows (e.g., Windows 7 or earlier) or macOS (e.g., High Sierra or earlier), it's strongly recommended that you upgrade to a supported version as soon as possible. Failure to do so may put your telehealth practice at risk and could result in legal and ethical consequences.

When to Seek Professional IT Support

While many common telehealth technical issues can be resolved through DIY troubleshooting, some problems may require the assistance of a professional IT support service (Wosik et al., 2020). Consider seeking professional support if:

You've Exhausted DIY Troubleshooting: If you've tried the troubleshooting steps outlined above and are still experiencing technical issues, it may be time to seek professional help (Boyle et al., 2020).
You're Experiencing Recurring Issues: If you're experiencing the same technical issues repeatedly, despite troubleshooting efforts, a professional can help identify and resolve the underlying problem (Wosik et al., 2020).
You Suspect a Security Breach: If you suspect that your telehealth platform or client data has been compromised, seek professional IT support immediately to mitigate potential damage and ensure compliance with relevant regulations (Boyle et al., 2020).
You're Implementing New Technology: If you're setting up a new telehealth platform or incorporating new hardware or software into your practice, professional IT support can ensure that everything is configured correctly and securely (Wosik et al., 2020).

By knowing when to seek professional support, you can ensure that your telehealth practice runs smoothly and that you're able to focus on providing high-quality care to your clients (Boyle et al., 2020).

Conclusion

As a home-based solo mental health practitioner using telehealth, technical issues can be a significant source of stress and disruption. However, by familiarizing yourself with common issues and simple troubleshooting steps, you can often resolve problems quickly and independently.

Remember to start by checking your internet connection, updating and restarting your devices, troubleshooting audio and video settings, resolving screen sharing issues, and addressing security and privacy concerns.

Additionally, be aware of common remedies specific to your operating system, such as Windows 10, Windows 11, or macOS, and ensure that you are using a supported version to maintain compliance with HIPAA and HITECH guidelines.

If you've exhausted these DIY steps or are experiencing recurring or complex issues, don't hesitate to seek professional IT support. By taking a proactive approach to technical troubleshooting and seeking help when needed, you can minimize disruptions to your telehealth practice and ensure that you're able to provide the highest quality care to your clients.

Väsentlig Consulting is committed to your success. Don’t hesitate to set-up an appointment if you have a technical question or problem.

References

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Wosik, J., Fudim, M., Cameron, B., Gellad, Z. F., Cho, A., Phinney, D., Curtis, S., Roman, M., Poon, E. G., Ferranti, J., Katz, J. N., & Tcheng, J. (2020). Telehealth transformation: COVID-19 and the rise of virtual care. Journal of the American Medical Informatics Association, 27(6), 957-962. https://doi.org/10.1093/jamia/ocaa067