Poor video quality is usually caused by an unstable internet connection or a device that is struggling to process the call. The connection and device used by both you and your patient can affect what each person sees.
Send your patient this troubleshooting guide.
Try these steps during a call
Step 1: Try in-call troubleshooting
Select the More menu, then choose Troubleshooting
Click Refresh video
If needed, click Restart the call
Step 2: Reduce the video definition
Using a lower video definition requires less internet bandwidth and device processing power.
Select the More menu and click the video definition button
If you manually selected SD or HD, switch to Auto. Auto adjusts the video definition as the connection changes and is recommended for most calls.
If you are already using Auto and the video is still blurry, frozen, or choppy, select LD (Low Definition)
💡 If you're on the Premium plan and select LD, low data mode will turn on. It uses a smaller video layout to help lower-quality video appear clearer and more stable.
Step 3: Improve the internet connection
Both you and your participants can try the following:
Move closer to the Wi-Fi router or use a wired Ethernet connection
Pause streaming, downloads, cloud backups, gaming, and other high-bandwidth activity on the same network
If available, try another trusted network
Keep the router in the open and away from physical obstructions
Step 4: Try to reduce the workload on devices
Both you and your participants can try the following:
Close unused browser tabs and apps, especially other video apps
Plug the device into power and turn off battery-saving or low-power mode
💡 If the connection or device cannot support video, your session may switch to audio-only so the conversation can continue. Video will return automatically when conditions improve.
Try these steps before a call
Improve the internet connection
Move closer to the Wi-Fi router or use a wired Ethernet connection
Pause streaming, downloads, cloud backups, gaming, and other high-bandwidth activity on the same network
If available, try another trusted network
Keep the router in the open and away from physical obstructions
Try to reduce the workload on devices
Close unused browser tabs and apps, especially other video apps
Plug the device into power and turn off battery-saving or low-power mode
Check your setup
Run a pre-call check: Check your camera, microphone, speakers, browser, and connection
Pick a supported browser: Use the latest version of browsers like Chrome, Firefox, or Safari that work well with doxy.me
Use a supported device: Most phones, tablets, and computers support doxy.me. eReaders like Kindle and smart speakers like Alexa do not.
Keep your device up to date: Install the latest operating system (Windows, macOS, iOS, or Android) when prompted
💡 If your patient is having trouble, send them the patient troubleshooting guide.
If you have any questions, please contact our support team.