Your experience with doxy.me will be a great one when all participants have a good Internet connection and an up-to-date computer. Issues connecting may arise from firewalls being active, poor internet connections, using very old devices and even some anti-virus software. Prior to the call we provide a Audio and Video Test to check the Camera and Mic functionality, look for this button:
Connecting Via Laptop or Desktop
Providers: While using a Laptop, sign into your account and wait for the patient to appear in the waiting room. You may also run the Audio and Video test to see that the Camera and Mic connections are active.
Patients: They will take the waiting room URL you have provided them via text or email. Enter that address into a supported browser. Once prompted please enter your name and Check In. Be sure to allow the camera and Mic when prompted. While in the waiting room you may run the Pre Call Test.
Connecting via Mobile Device (Phone or Tablet)
Providers: While using a mobile device will need to first open the dashboard menu by clicking on the icon with three horizontal bars in the top-left corner. For patients who have checked into a provider's room on a smartphone or tablet, the button will be in a different place
Patients: They will take the waiting room URL you have provided them via text or email. Enter that address into a supported browser. Once prompted please Enter your name, and Check In, be sure to allow the camera and Mic when prompted. While in the waiting room you may run the Audio and Video Test if on iPhone/iPad.
If all participants get the OK from doxybot, the next step is to test Internet connections. Participants can estimate call quality based on their computer and Internet speeds.
Make Improvements
If the call quality estimate is poor for one or more participants, they should try the following steps to improve the quality of their Internet connection:
Make sure they meet minimum system requirements
Try to use a newer device. Sending and receiving video takes a lot of computer power. Old or slow computers will have a harder time processing the video, which can cause choppiness.
Turn off other devices on the same WiFi connection are using high bandwidth activities (for example, Netflix/YouTube/Skype/FaceTime).
Try to move closer to your WiFi router, the closer you are the stronger the signal will be. This will increase the maximum amount of bandwidth available to your device over a shorter distance.
Close any unnecessary browser tabs and applications that may be taking up processing power
When using a mobile device, make sure it has a good battery level, even better, plug it in for the call
If you have any questions, please contact our support team.