- Ensure you have the latest version of the 'SK Virtual Visit' app installed on your device.
- Ensure you have updates installed on your electronic device.
- Movement can cause the video to freeze or disconnect. For best results during the consult please ensure you are in a stable location, not walking or driving, with your device placed on a steady surface.
- Your internet bandwidth may be too poor for the video feature to work properly. If so, the practitioner may proceed with the consultation via non-VoIP (non-voice over internet protocol) phone call instead. It is important you answer immediately.
Things you can do to help resolve your issue:
- Perform a Pre-call test (https://skvirtualvisit.zendesk.com/hc/en-us/articles/5003728044955--Pre-Call-Test-Test-Your-Audio-Video-Quality-Connectivity)
- Download the dedicated mobile app, SK Virtual Visit. You do not need to create an account with SK Virtual Visit. It works much better with lower bandwidths and deals with camera and microphone permission much more plainly. After downloading the application from the app store (see below), open the application and click 'Join Meeting Now' from the bottom of the log-in page, manually enter the Meeting ID and Passcode provided in the invitation email, enter your name and 'Join'.
- The platform requires an internet connection, and a weak connection can result in issues accessing parts of the application or being able to see or hear people. You can test your connection at: https://www.sasktel.com/internet/speedtest/hsst.html
This will tell you your speed, which you can compare against the following: excellent 1280x720 - 1000kbps (or 1Mbps Acceptable 1280x720 - 350kbps Acceptable 320x240 - 150kbps. If you are not able to match these speeds or are unable to complete a test due to lack of bandwidth, we will have to contact eHealth once we know that result.
If you are still unable to connect, please contact us to help troubleshoot either before your next meeting or at the time of your meeting.
email: virtualvisit@ehealthsask.ca
1-844-767-8259 ext 4