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Provider Technical FAQ

As of May 5, 2020

Contents Web .................................................................................................................................................................... 2

1. What is an Operating System (OS) and how it affects my access to Teladoc Health? .... 2

2. What browsers does Teladoc Health support for access to the Web portal? ...................... 2

3. How do I make sure my device supports video consults? ...................................................... 3

6. How do I enable my audio? ............................................................................................................ 5

7. Why am I prompted to update my installed Teladoc Health Video Software? .................. 6

Mobile ................................................................................................................................................................. 6

8. Which Mobile devices are supported by Teladoc Health? ....................................................... 6

9. Do I have to download the app on my mobile device, or can I use a browser? .............. 6

10. I received notification of a new Provider app version. What should I do? ........................ 6

11. How do I know what version of the Provider app is on my Iphone/Ipad? ........................ 8

12. How can I ensure I have the best video performance on my mobile device? ................... 8

General .............................................................................................................................................................. 9

13. How can I improve my internet connection?............................................................................... 9

14. What are the bandwidth requirements for video consults? ..................................................... 9

15. I am traveling outside the US. Will I be able to log into my provider portal/app? .......... 9

16. How do I take a screen shot to send to Provider Support? ...................................................... 9

17. How do I know if I have a good signal? ................................................................................... 10

18. What if the member is having video issues? ............................................................................ 10

19. What should I do if I can’t get my video to work?................................................................... 11

20. How do I Switch to a phone consult? .......................................................................................... 12

21. What if I’m still having issues after following the tips and suggestions above? ............ 13

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Web

1. What is an Operating System (OS) and how it affects my access to Teladoc Health?

Operating system (OS) is what allows applications to run on a piece of hardware. Operating systems are

designed for specific hardware (Windows OS for PC and Mac OS for Mac). Operating systems are

frequently updated with fixes and enhancements and often, when old version of OS are unable to keep up

with changes, they are taken out of circulation.

Running an out-of-date OS is a risk as many applications rely on new/enhanced OS features to run

properly.

To make sure you are up to date with your OS, please do the following:

1. Make sure to Update and Restart your device at least once a week to allow installation of fixes

and enhancements. (Windows: https://support.microsoft.com/en-us/help/12373/windows-

update-faq

Mac: https://support.apple.com/guide/mac-help/get-macos-updates-mchlpx1065/mac)

2. Make sure you are using a supported OS version on your device at all times (Windows:

https://support.microsoft.com/en-us/help/13443/windows-which-version-am-i-running

Mac: https://support.apple.com/en-us/HT201260)

2. What browsers does Teladoc Health support for access to the Web portal?

It is recommended that you use Google Chrome browser on devices running Windows Operating System

and Google Chrome or Safari browser on devices running Mac Operating System. Please ensure the

latest version of browser is downloaded for best results.

Use the following links to download the latest version of Chrome or Safari

Chrome: https://www.google.com/chrome/browser

Safari: The Safari web browser is installed and updated as part of the Mac operating system. To install

the latest version of the Mac OS, use this link https://support.apple.com/en-us/HT201541

Other browsers such as Firefox and Internet Explorer are not supported by Teladoc Health. Using a non-

supported browser may result in system performance issues.

Note: We recommend using a native Teladoc mobile app when using a mobile device. Please see Mobile

section below for recommendations.

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3. How do I make sure my device supports video consults?

Teladoc Health offers a video test to help providers make sure their device is set up for video. Providers

can test their video whether or not they are logged into their account.

To test your video while logged in please click on the respective link in the Quick Links section

To test your video when not logged in please use the link under the login window.

The test covers your audio, microphone and camera to help you identify any issues with any or all of these

components. If all components are in order you should see Passed on all three:

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In the event one of the components fails the test, you may need to seek professional help from your

hardware support to be able to use the video.

If your device passed the test and you still experience issues with one of the video components, the issue

may be with your software (OS, browser, improperly installed audio/mic/camera drivers) or with

connectivity. To rule out general software/connectivity issues, follow these steps:

1. Try using a different video conference application on your device (skype, zoom, etc) to make sure

your audio/microphone/camera are working. If you are unable to use your video components on

non-Teladoc applications, the issue is likely with the OS/browser and not with the Teladoc Health

application.

2. Make sure you are connected to a network that is in turn connected to the internet (Windows:

https://support.microsoft.com/en-us/help/4027616/windows-check-your-network-connection-

status

Mac: https://support.apple.com/guide/mac-help/check-network-connection-utility-mac-

mchlp1692/mac). A broken or weak internet connection may affect your video functionality and

prevent you from using it altogether.

See below for specific component troubleshooting.

4. How do I enable my microphone?

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Use the links below for information on how to enable the microphone on your computer.

Windows: https://www.tenforums.com/tutorials/80323-enable-disable-microphone-windows.html

Mac: https://support.apple.com/guide/mac-help/control-access-to-your-microphone-on-mac-

mchla1b1e1fe/mac

For microphone performance issues see the complementary Provider Troubleshooting Guide for suggestions.

5. How do I enable my webcam?

If you see a black screen instead of an image during the video test, the camera may not be turned on or is

not set up properly on the computer.

Use the links below to troubleshoot you webcam on latest versions of Windows and Mac OS.

Windows 10: https://support.microsoft.com/en-us/help/13753/windows-10-camera-does-not-work

Mac: https://support.apple.com/guide/mac-help/use-the-built-in-camera-mchlp2980/mac

6. How do I enable my audio?

Use the links below to troubleshoot your audio on latest versions of Windows and Mac OS.

Windows: https://support.microsoft.com/en-us/help/4520288/windows-10-fix-sound-problems

Mac: https://support.apple.com/en-us/HT203186

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7. Why am I prompted to update my installed Teladoc Health Video Software?

The video software may have been updated since your last visit. We frequently provide fixes and

enhancements to our video software to improve user experience.

Mobile

8. Which Mobile devices are supported by Teladoc Health?

Teladoc supports only IOS mobile devices. We do not support android mobile devices at this point in time.

Please refer to our list of supported devices and IOS versions <link>:

1. IPhone 7 or newer running the latest IOS version

2. iPad 2 or newer running the latest IOS version

It is important to have the latest version of IOS on your IPhone, IPad and Mac devices. Use the link below

to get the latest software updates.

https://support.apple.com/en-us/HT201222

9. Do I have to download the app on my mobile device, or can I use a browser?

We recommend you do not use a browser (safari or chrome) on your mobile device. Setting up the app on

your device is simple and easy and prevents recurring performance issues that are hard to resolve in

browser.

Follow these easy steps to download and install the mobile app:

1. Go to https://provider.teladoc.com on your iPad/iPhone and log into your account.

2. On the right column of the Teladoc homepage, click on the Teladoc logo in the purple square to

download the app.

3. Click the install button.

4. Go to Settings -> General -> Profiles or Device Management -> Teladoc and click Trust

10. I received notification of a new Provider app version. What should I do?

Software applications, and especially mobile applications, are constantly being updated and improved.

We strongly encourage you to use the latest version of our mobile app with the recent fixes and

enhancements. Regular update of the mobile app will ensure that you have all the latest features and

bug fixes available for the best user experience.

You can update your mobile app following these steps:

1. Open your Teladoc Provider app – if a newer version is available you will be prompted to install

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it. Click on the Install button to get the latest version.

2. Make sure to enable the mobile app to use of your mobile device video/audio components.

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11. How do I know what version of the Provider app is on my Iphone/Ipad?

The version of the Provider app is displayed on the app login screen.

12. How can I ensure I have the best video performance on my mobile device?

For best display, we recommend that you use large screen devices for your video consults. If on desktop or

laptop device – use the Provider web portal and make sure to run a video test prior to your consult start.

For uninterrupted connectivity, we recommend you use cable internet connection or be at close proximity to

your wifi connection as possible.

If no large screen option is available, you may use your small-screen mobile device for video consults

provided you have the latest version of the Teladoc Mobile App on your iPhone and that the app has

access to video/audio components on your iPhone.

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General

13. How can I improve my internet connection?

We highly recommended you connect using either a strong Wi-Fi connection or an ethernet cable

connected directly from your computer to your internet router, whenever possible. If using a wireless

connection, be sure the signal is strong. (https://www.howtogeek.com/426642/how-to-check-your-wi-fi-

signal-strength/)

If your signal is weak, try moving closer to the wireless router.

14. What are the bandwidth requirements for video consults?

The bandwidth for the Wi-Fi connection should be at least 500Kbps/5Mbps to support video consults.

To check your Wi-Fi’s bandwidth, you can do an Internet Speed Test by clicking on this link

https://www.speedtest.net/.

Note: The Upload Mbps value should be 5 or more for the best video experience.

15. I am traveling outside the US. Will I be able to log into my provider portal/app?

You will still be able to log into your provider portal or app if you are traveling to any of the countries

listed below:

Australia Hungary Singapore

Brazil Ireland Spain

Canada Japan United Arab Emirates

Chile Netherlands United Kingdom

China New Zealand Virgin Islands

Germany Portugal

Please contact Provider Support if you are traveling to a country not listed above.

16. How do I take a screen shot to send to Provider Support?

Please follow the instructions to take a screen shots on Windows, Mac, IOS and Chrome:

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Windows: https://www.take-a-screenshot.org/windows.html

Mac: https://www.take-a-screenshot.org/mac.html

IOS mobile device: https://www.take-a-screenshot.org/ios.html

Chrome: https://www.take-a-screenshot.org/chrome-os.html

17. How do I know if I have a good signal?

The quality of your video consult depends on the strength of your connection. On the top left corner of your

consult page, you will see a signal strength indicator (see image below prior to starting the consult). Green

= good connection, Yellow = average and Red = weak. If your connection is anything but Green please

move closer to the wireless router.

Please note that unlike the signal before consult start, that measures only your connection strength, during

the consult, the signal strength indicator measures the combined connection between you and the member.

Even if your connection is good, the member connection might be failing, which will affect the number of

bars in the indicator above.

Please make sure the combined connection strength during the consult never drops below 4 bars.

18. What if the member is having video issues?

Members should be able to test video functionality on their devices prior to consults on the member portal,

just as you have on the provider portal.

While in consult, you can refer to the signal strength indicator to identify weak signal strength that might

affect the video connection.

If the patient followed all of the required steps in the Test Your Video Capabilities process and still can’t

conduct the video, please ask them if they are comfortable completing the consult by phone only. With their permission you can convert the video consultation to phone using the section shown below. You will

have to answer the reason why you or the patient could not connect to video:

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If the patient requires a video, please ask them to call customer service for further technical assistance and

rescheduling.

19. What should I do if I can’t get my video to work?

As a workaround, when unable to conduct video consults, you may take the following temporary measures:

• Switch from accepting video & phone consults to accepting phone consults only.

• Have the member use the image upload functionality on their web portal to share any visuals

related to the consult.

• If images are uploaded while the consult is in progress, please make sure to click refresh under the

images section of the EHR to see the recent uploads.

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20. How do I Switch to a phone consult?

Providers are able to accept video & phone consults or phone consults only. Switching to phone consults

only is a good option when experiencing video issues.

Please follow these steps to clock out of video & phone and clock into phone only:

1. On your Teladoc account dashboard under Your Status (top right of screen), you will see 2 icons

indicating video and phone. You would need to clock in to see which one is active and which one is

disabled.

While clocked off both are greyed out.

2. Once you clocked in (click the blue clock in button) you can see that both video and phone are

active for your account as they are both vivid blue (not greyed out).

3. To switch your settings to phone only, click the blue Switch to Phone Only button. You will be given

a chance to change your mind with the following prompt. To confirm your selection, click Close.

4. You know your settings had changed when you see the video icon greyed out.

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21. What if I’m still having issues after following the tips and suggestions above?

Support issues should be communicated to orange@teladoc.com.

For immediate assistance request contact 855-224-7315

Please include a screenshot along with a detailed description of the issue you are experiencing.