We recommend that you run the following tests to check your Telehealth setup on the day you book your appointment and again, on the day of your appointment – that is, shortly before it takes place. We also recommend that you run a Telehealth precall test if you are using new devices – this will help to confirm whether your device is suitable.
Some things to remember when running a test Telehealth call
- Use an up-to-date computer, iPad, tablet, or smart phone connected to the internet
- Use one of the following suitable browsers: Google Chrome, Firefox, or Apple Safari
- Always run the precall test on the same device that you intend to use during your telehealth consult
Find out more about what you’ll need to conduct a Telehealth call.
Test to see whether your setup works
The Telehealth Precall Test takes a couple of minutes to complete.If you like, you can conduct a live test call with the Telehealth team, so you know what to expect on the day of your appointment. Call (03) 8559 7578 during standard business hours to organise this. Otherwise, you can run a test call following these instructions by yourself:
- Go to the Precall Test
- Click the Start Test button.
- If a pop-up appears in your browser asking to use the microphone and/or camera, click the Allow button - please select Allow for both options, otherwise the video call will not work
- Wait while the test runs. The results will appear when the Precall Test is complete
- Click the Close Test button
- Click the X button near the top right of the page
- You can now confidently start a video call when your appointment is scheduled. If you have issues during the call, however, you can refer to the ‘Troubleshooting during a call’ section below
If the Telehealth test doesn’t work:
- If you have another device available: complete this step again on the other device to check for suitability
- If you do not have another device available (or that one failed as well): you will need to run the following checks (in the Troubleshooting section) below and/or call us for support
If the test doesn’t work on the day, we may need to reschedule your appointment or run it by telephone. Find out more about what to do if the video call does not work for you on the day.
Call us for support
Contact our Telehealth Administration Officer during standard business hours on (03) 855 97578 or (03) 855 96212 or otherwise email: This email address is being protected from spambots. You need JavaScript enabled to view it.. You may also be able to get more timely Telehealth support depending on the campus that you are at, and the problem that you are facing. Reach out and head to campus specific contact details.
Troubleshooting your Telehealth setup (if required)
Ensure your device meets these minimum requirements:
- Windows PC (Personal Computers) i5 processor with 3GB of RAM Windows 7 or later
- Apple Mac i5 processor and 3GB of RAM MacOS 10.12 (Sierra) or later
- Android tablet or smartphone Android 5.1 or later
- Apple iPhone or iPad iOS 12 or later
If you have a different device, you will need to find one of the above.
Ensure that you are using the latest version of a supported web browser. You can Check the version of your browser and ensure that it fits one of the following:
- Google Chrome Version 72+ (Windows, Android, MacOS)
- Apple Safari Version 11.4+ (MacOS, iOS)
- Firefox Version 68+ (Windows, Android, MacOS)
If you do not have one of the above browsers, you can download (and then install) one of them here:
Test your internet (website) connection speed:
- Run a test by either going to
- Speed Test by Measurement Lab - clicking the checkbox, and clicking the Begin button, or
- Speed Test - and clicking the Go button
- The internet speed test will take several seconds to measure your speed and will show the results when ready
- Compare your Ping (latency), Download, and Upload speeds to the table below. In short, the minimum speed is 350Kbps upstream and downstream
- Contact your internet provider if the speeds are slower than expected
|
|
Minimum
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Recommended
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Expected range on a good Internet plan
|
|---|
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Ping (latency)
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Less than 150 milliseconds (ms)
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Less than 50 milliseconds (ms)
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~ 4-50ms (the lower the number the better)
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|
Download speed
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0.8 Megabits per second (Mbps) - provides lower-quality video
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1.1 Mbps or higher
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~ 13 - 26Mbps (the higher the number the better)
|
|
Upload speed
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0.25 Mbps - provides lower-quality video to other participants
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0.7 Mbps or higher
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~13 - 26Mbps (the higher the number the better)
|
Troubleshooting your Telehealth setup during a call
If you have tested your call, and joined the call, successfully – but are having issues during a call, click the REFRESH button. If that doesn’t work, try one of the following - depending on the problem you’re facing.
There may be a problem with your speakers or headset:
- Is the volume at audible level?
- Are your speakers or headset plugged in securely?
- Are your speakers or headset powered, switched on?
- Are the correct speakers/headset selected on your computer (check correct audio output selected in computer settings.)
- Are you hearing an echo? If using external speakers position them further away from your computer and reduce the volume. Try using a headset or headphones if the echo persists
There may be a problem with your web camera:
- Is your web camera (if it’s external) plugged in securely?
- Is your browser (for example, Chrome) using the correct camera? Click camera icon in Call Screen’s address bar; check access and selected camera
- Is other software (for example, Skype) also using the camera? If so, quit other applications and restart your computer
- Are your security system settings allowing video stream?
There may be a problem with your microphone:
- If your microphone is external, is it plugged in securely?
- Have you selected the correct microphone on your computer? Check the audio input selected in computer settings is correct
- Is your browser (for example, Chrome) using the correct microphone? Click the camera icon in the Call Screen’s address bar, and check access for the selected microphone
- Are you muted? Check either the Call Screen, or your device’s audio settings
- Is other software (for example, Skype) using the microphone? Quit other applications and restart your computer
- Is your connection to the Internet good? Check the speed and latency to see whether it is at least 350Kbps upstream and downstream – instructions are above
- Are other people on your network using a lot of bandwidth - for example, are there other video calls in progress?
- Is your modem/router working properly? If you are on a wireless network, get closer to the access point – ideally, ensure that you can see your modem/router
Further Telehealth resources if you are still having issues
If issues persist, please:
- View or download the Health Direct video call guides and resources
- Refer to the Health Direct’s Troubleshooting: Issues during a video call for more information
- Contact your IT (Information Technology) Department if you are at work
- Contact our Telehealth Administration Officer
- Phone: (03) 8559 7578
- Email: This email address is being protected from spambots. You need JavaScript enabled to view it.
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