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VTEC Troubleshooting

  1. When attempting VTEC, you may get a notification that the patient declined the call, or was unable to connect

    • You will see this above the chat box

    • Even if video doesn't work, you can troubleshoot via the chat box

  2. Have the patient confirm settings on their phone

    • Turn off bluetooth

    • Confirm that audio and visual are set to the patients phone

    • Disconnect, or reconnect to WiFi

    • Enable notifications in the app

    • Confirm the most up to date app version is in use on their device

    • Ensure their operation system is also up to date

  3. If they have tried all of this, and are still unable to connect, continue troubleshooting via the chat box

  4. Instructions for troubleshooting may also be in the chat suggestion box

    • You can click the plus sign to send these to the patient

  5. If they have attempted all suggestions without success, have them restart their phone, and uninstall and reinstall the app

    • Be sure to inform them they will need to start a new visit as they will be disconnected

    • If they are restarting, you can end the visit and finalize without Care Plan

  6. If these steps do not resolve the issue, they should reach out to their member support, concierge, or admin for additional assistance

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