Fix Poor Video or Audio Quality

Audience: all

Good video and audio quality are important for effective telemedicine visits. When the video or sound is poor, it can make communication difficult and affect your care. This guide explains common causes of poor video or audio quality during telehealth sessions and offers practical steps to improve your experience. Simple fixes like checking your internet connection, adjusting device settings, or reducing background noise often help. If problems continue, you might need to try a different device or location. Remember, telemedicine technology can sometimes be limited by factors outside your control, such as network issues. Being prepared and knowing how to troubleshoot can make your telehealth visits smoother and more helpful.

Red flags — go in person / ER

• You cannot hear or see your healthcare provider at all during the session — try reconnecting or call your provider's office directly.
• Your healthcare provider cannot hear or see you despite troubleshooting — contact technical support or reschedule your visit.
• Repeated loss of connection during an urgent health discussion — seek immediate in-person care or emergency services if needed.

What telemedicine can do

• Basic troubleshooting of video and audio quality issues during telemedicine visits.
• Guidance on preparing devices and environments for better telehealth experiences.
• Advice on when to seek technical support or alternative visit options.

What telemedicine cannot do

• Diagnosing or fixing hardware malfunctions beyond user-level troubleshooting.
• Providing individualized technical support for complex network or device issues.
• Replacing in-person care when urgent or emergency health problems occur.

Common Causes of Poor Video or Audio Quality

Several factors can affect the quality of your telemedicine video or audio:

Understanding these causes can help you address the problem quickly.

How to Improve Your Internet Connection

A strong internet connection is key for clear video and audio. Try these steps:

If you use mobile data, ensure you have a good signal and enough data allowance.

Device and App Settings to Check

Before your telemedicine visit, check these settings:

Reducing Background Noise and Improving Audio

Clear audio helps your provider understand you better. To reduce noise:

These steps help improve sound quality for both you and your provider.

When to Seek Technical Support or Alternative Options

If problems persist despite troubleshooting:

Remember, persistent technical issues may limit the effectiveness of your visit.

How to prepare for your tele-visit

• Charge your device fully before the telemedicine visit.
• Test your internet connection speed and stability.
• Update your telemedicine app and device software to the latest versions.
• Find a quiet, well-lit space with minimal background noise.
• Close unnecessary apps and notifications on your device.
• Have headphones with a microphone ready if possible.
• Check that your camera and microphone are enabled and working.

After your tele-visit

• If video or audio quality was poor, note any persistent issues to report to technical support.
• Follow any instructions from your healthcare provider about rescheduling or follow-up visits if needed.
• Keep your device software updated to prevent future problems.
• Provide feedback to your telemedicine provider about your experience to help improve services.
• Maintain good internet and device hygiene for future telehealth visits.

FAQs

What should I do if my video keeps freezing during a telemedicine visit?

Try moving closer to your Wi-Fi router or switch to a wired connection if possible. Close other apps or devices that may be using bandwidth. Restart your device and router before your appointment. If freezing continues, consider switching to a different device or contacting technical support.

Why is my audio so quiet or distorted during a telehealth session?

Check that your microphone is not blocked or muted. Use headphones with a built-in microphone if available. Reduce background noise by moving to a quieter room. Adjust your device’s volume settings and speak directly toward the microphone.

Can I use my smartphone for telemedicine visits?

Yes, smartphones are commonly used for telemedicine. Ensure your phone is fully charged, connected to a stable internet network, and that your telemedicine app is up to date. Using headphones can improve audio quality.

What if my internet is too slow for video calls?

If video quality is poor due to slow internet, try switching to an audio-only call if your provider offers this option. Alternatively, move to a location with better internet service or consider rescheduling your visit.

How can I prevent technical problems before my telemedicine appointment?

Prepare by charging your device, updating software, testing your internet connection, and finding a quiet, well-lit space. Close unnecessary apps and notifications, and have headphones ready if possible.

Sources

1. Telehealth: What to Expect — MedlinePlus | U.S. National Library of Medicine / National Institutes of Health.
2. Tips for a Successful Telehealth Visit — Centers for Disease Control and Prevention (CDC).
3. Improving Your Telehealth Experience — Mayo Clinic: Patient Care and Health Information.
4. Troubleshooting Common Telemedicine Issues — National Library of Medicine.

This guide provides general information about telemedicine technology and troubleshooting. It is not a substitute for professional medical advice, diagnosis, or treatment. If you experience urgent health issues or cannot resolve technical problems, seek in-person care or contact emergency services as needed.