Solv

General steps for debugging a device in order

Is the device connected to internet access?

How fast is the internet? (conduct a speed test below)

For a single stream if video conferencing we should be seeing &gt;5mbit both upload and download

If the bandwidth is less than this it is likely either an internet or wifi issue

Is a Firewall enablement causing the issue?&nbsp;

- Is the device connected to internet access?
- Do the internet video tests pass?
- How fast is the internet? (conduct a speed test below)
- For a single stream if video conferencing we should be seeing &gt;5mbit both upload and download
- If the bandwidth is less than this it is likely either an internet or wifi issue
- Is it on wifi or hardwired?
- Refreshing the browser
- Restarting the browser
- Restarting the device
- Is a Firewall enablement causing the issue?&nbsp;

Video and internet speed tests that can help with connectivity troubleshooting<br>Speed tests

<a href="https://support.google.com/websearch/answer/6283840?p=speedtest&amp;visit_id=637037565597827214-270338802&amp;rd=1" rel="nofollow noopener noreferrer" target="_blank">https://support.google.com/websearch/answer/6283840?p=speedtest&amp;visit_id=637037565597827214-270338802&amp;rd=1</a>

<a href="https://www.speedtest.net/" rel="nofollow noopener noreferrer" target="_blank">https://www.speedtest.net/</a>

- <a href="https://support.google.com/websearch/answer/6283840?p=speedtest&amp;visit_id=637037565597827214-270338802&amp;rd=1" rel="nofollow noopener noreferrer" target="_blank">https://support.google.com/websearch/answer/6283840?p=speedtest&amp;visit_id=637037565597827214-270338802&amp;rd=1</a>
- <a href="https://www.speedtest.net/" rel="nofollow noopener noreferrer" target="_blank">https://www.speedtest.net/</a>

<a href="https://test.webrtc.org/" rel="nofollow noopener noreferrer" target="_blank">https://test.webrtc.org</a>

<a href="https://tokbox.com/developer/tools/precall" rel="nofollow noopener noreferrer" target="_blank">https://tokbox.com/developer/tools/precall/</a>

- <a href="https://test.webrtc.org/" rel="nofollow noopener noreferrer" target="_blank">https://test.webrtc.org</a>
- <a href="https://tokbox.com/developer/tools/precall" rel="nofollow noopener noreferrer" target="_blank">https://tokbox.com/developer/tools/precall/</a>

<i>Ensure the following links are whitelisted </i>

<a href="http://api.tokbox.com" rel="nofollow noopener noreferrer" target="_blank">api.tokbox.com</a> and anvil.tokbox.com

*.solvhealth.com (api and all subdomains)

- <a href="http://api.tokbox.com" rel="nofollow noopener noreferrer" target="_blank">api.tokbox.com</a> and anvil.tokbox.com
- solvhealth.com
- *.solvhealth.com (api and all subdomains)
- *.tokbox.com

Steps for what to do when you can see and hear the patient, but the patient can't see or hear you, troubleshooting audio/video settings

General steps for debugging a device in order

Video and internet speed tests that can help with connectivity troubleshooting
Speed tests

Internet video tests

General steps for debugging a device in order

Video and internet speed tests that can help with connectivity troubleshootingSpeed tests

Internet video tests

Video and internet speed tests that can help with connectivity troubleshooting
Speed tests