This guide provides detailed recommendations and troubleshooting tips to help you achieve the best possible video consultation experience.
In this article:
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Equipment
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Lighting
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Audio Management
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Camera and Microphone Troubleshooting
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Resolving Choppy Audio or Video
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Browser and System Updates
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Unsupported Browser Error
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Connection Issues
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Network and Firewall Considerations
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Avoid Using a Proxy or VPN
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Check Your Network Connection
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Network Latency Issues
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Screen Sharing
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Screen Sharing Errors
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Attachment Issues in Chat
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Supported File Types
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Maximum File Size
Meeting Functionality & Troubleshooting
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In-call Meeting Diagnostics Panel
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Cannot See/Hear Everyone in My Meeting
General Tips & Troubleshooting
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Tips and Tricks
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Unblock Hyperlink to Consultation
Linked articles:
Video Consultations within Semble
Troubleshooting and Best Practices
Ensuring a smooth and effective video consultation experience on Semble involves both following best practices and resolving common issues.
Technical Setup & Equipment
Equipment
High-quality equipment improves both audio and video clarity, contributing to a more professional and effective consultation.
What to Do:
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Headset with Microphone: Use a headset with a built-in microphone to reduce background noise and ensure clear audio.
If you are using Heidi please use your device's speaker instead.
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External Webcam: An HD webcam provides a clearer, sharper image, enhancing the visual quality of your video.
Lighting
Proper lighting ensures that you are clearly visible during the consultation, enhancing communication and professionalism.
What to Do:
- Position Lighting: Sit with a light source in front of you or directly above to avoid shadows and ensure good visibility.
- Avoid Backlighting: Avoid sitting with a window or strong light source behind you, as this can cause your video to appear dark and make it difficult for others to see you.
Audio & Video Quality
Audio Management
Clear audio is crucial for effective communication during consultations.
What to Do:
- Use Headphones: Headphones or a headset minimize background noise and echo.
- Mute When Not Speaking: Mute your microphone when you're not speaking to avoid background noise and interruptions.
Camera and Microphone Troubleshooting
Click here if your camera or microphone isn't working.
Resolving Choppy Audio or Video
- Restart WiFi Router: Restarting your router can help resolve connectivity issues.
- Move Closer to Router or Use Ethernet: Being closer to the router or using a wired connection reduces interference and improves stability.
- Try a Different Network: If possible, switch to another network to see if it resolves the issue.
- Close Unused Apps/Tabs: Close any applications or browser tabs not related to the consultation to free up resources.
- Disable Video Effects: Turn off any background video effects or noise reduction settings that might be affecting performance.
System & Browser Requirements
Browser and System Updates
Updated software ensures compatibility and reduces the likelihood of encountering bugs or performance issues.
What to Do:
- Use Updated Browsers: Ensure your browser is up to date. Chrome or Chromium-based browsers are recommended for the best experience.
- Check Permissions: Ensure that your browser has permission to access your camera and microphone. Without these permissions, video or audio functionality will be restricted.
Unsupported Browser Error
Click here if you are seeing an "Unsupported Browser" error message.
Connection & Network Issues
Connection Issues
General Troubleshooting Steps:
- Refresh Browser: Sometimes a simple refresh can resolve temporary issues.
- Use Incognito Mode: Open the consultation link in a private or incognito window to rule out issues caused by browser extensions or cache.
- Try a Different Browser: Switching browsers can help identify if the issue is browser-specific.
- Close Other Applications: Close any applications or browser tabs that might be using your camera or microphone.
- Clear Cache and Cookies: Clearing your browser’s cache and cookies can resolve issues caused by outdated or corrupted data.
- Test Internet Speed: Click here to test your internet speed.
Network and Firewall Considerations
Let the Right Traffic Through Your Firewall
- Firewall Basics: A firewall acts as a barrier for incoming and outgoing traffic, enhancing privacy and security.
- Semble's Network Requirements: Outgoing traffic via TCP and UDP on port 443 must be allowed.
- Action Required: Contact your network administrator and request that outgoing traffic on port 443 is open for TCP and UDP to ensure Semble works correctly.
Avoid Using a Proxy or VPN
- Impact on Compatibility: Proxies and VPNs can interfere with Semble's functionality by hiding your internet traffic and IP address, leading to potential connection issues.
- Recommendation: For the best experience, avoid using proxies or VPNs during video consultations.
Check Your Network Connection
- WiFi vs. Ethernet: A direct connection via an Ethernet cable often provides a more stable and faster connection than WiFi, especially if your computer has a direct line of sight to the router.
- Improving Connection: For the best experience, connect your computer directly to the router using an Ethernet cable to avoid WiFi-related issues.
Network Latency Issues
- Identify the Problem: Connection problems might be related to your internet service provider rather than internet speed.
- Router Positioning: Ensure your WiFi router is positioned optimally for the best signal. Walls and obstacles can degrade network performance.
- Internet Speed Tests: Run speed tests in different locations to check for speed fluctuations.
- Use Ethernet: If WiFi is unreliable, use an Ethernet cable for a more stable connection.
Screen Sharing & Attachments
Screen Sharing
Effective screen sharing allows you to present documents or applications clearly to other participants.
What to Do:
- Spotlight Feature: Use the spotlight feature to highlight a specific participant’s screen. This minimises all other screens, making the spotlighted screen more prominent and easier to view.
- Screen Sharing Limits: Participants can share their screens simultaneously; however, having too many participants sharing at the same time may decrease visibility.
Screen Sharing Errors
Click on the relevant link to be redirected to the troubleshooting guide:
Attachment Issues in Chat
Issue: Unable to share attachments in the chat.
- Check Size and Format: Ensure attachments are within the size limits and in supported formats. Files that are too large or in unsupported formats may not upload correctly.
Supported File Types
- Images: JPEG, PNG, GIF, WEBP
- Documents: PDF, DOCX, TXT, RTF, CSV, XLSX
- Audio: MP3, WAV
- Video: MP4, MOV, MKV, WEBM
Maximum File Size
- An individual file cannot exceed 15MB, which is sufficient for most documents and media while maintaining optimal session performance.
Meeting Functionality & Troubleshooting
In-call Meeting Diagnostics Panel
Understanding what’s happening during your video calls is crucial for maintaining a smooth and productive meeting.
- The Meeting Diagnostics panel provides a detailed overview of your meeting’s quality during an ongoing call.
- You can access this feature while in a video call by clicking on the antenna bars button 📶 in the top right corner.
- The panel will display key metrics, including "Audio transmission," "Video transmission," and "CPU usage," to help diagnose and address potential issues.
Click here for more information.
Cannot See/Hear Everyone in My Meeting
Click here if you cannot see or hear everyone in the meeting.
General Tips & Troubleshooting
Tips and Tricks
Issue: The link to join the consultation sent to the patient is not clickable.
- Check Permissions: Ensure your browser and email settings allow URL links to be opened. Some email clients or browsers might block links for security reasons.
- Spam Folder: If the email with the link is in your spam folder, move it to your inbox. Spam filters often restrict link functionality.
- Browser Extension: Disable any security extensions or add-ons that might block links from opening. Extensions designed to enhance privacy or security can sometimes interfere with link functionality.
- Copy and Paste: Copy the link and paste it in your browser to access it.
For any further assistance, please contact us at support@semble.io. We’re always here to help! 🚀