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A: We recommend using a wired connection to the internet whenever possible. If a wired connection is not available, be sure that your wireless network signal is strong. If it isn't, try moving closer to the wireless router.
A: The quality of your video visit will depend on both a fast transfer speed, and a consistent transfer speed. A connection that loses speed or experiences drops in connection may interrupt the video connection.
A: The video software may have been updated since your last visit. We occasionally provide fixes and enhancements to our video software to improve the quality of conversations.
A: To use videoconferencing, your computer must have a webcam and an internal or external microphone. Make sure that your webcam and microphone are attached and enabled, and that all software included with your webcam has been installed.
A: Ensure your webcam is plugged in and enabled. If the problem persists, please refer to the documentation that came with your webcam and that you have installed the latest software provided by your webcam manufacturer.
A: Make sure your microphone and speaker(s) are plugged-in, active, and turned on. Be sure that they are not muted.
A: As a general rule of thumb: If you can hear echo, you're not the one causing it. Ask the other person to lower the volume on their speakers and/or move the microphone away from their speakers. If that doesn't fix the problem, ask the other person to ensure they have echo cancellation turned on.
A: Check that your speakers or headset are plugged in and you haven't accidentally clicked the mute button on your device or headset. If you're in a loud area, it might be hard for you to hear the provider - consider moving to a quieter space.
Don't: Sit with your back to a sun-lit window or bright lamp. This will cause your face to be in shadow and result in a dark picture.
Do: Increase your microphone volume so the other party can hear you clearly and be sure to face in the direction of a light source.