Technical Support for Televisits

If the information provided on this page does not help your IT connectivity issue, then please schedule a follow up appointment in person via Klara Message with subject "I could not connect via televisit." Our front office staff cannot troubleshoot your IT difficulties. 

No telephone calls will be made by the physician for patients that have any medical insurance coverage. If you are unable to connect you will need to make an office visit.

  • iPHONE/iPAD we suggest using either the native SAFARI web browser (BUT NOT IN PRIVATE MODE)  to avoid technical issues. There is an iOS DOXY APP if you want to use that.  Make sure to close all apps on  your phone, especially those that use camera or microphone functions. Also you will be prompted to "allow" use of microphone and camera when you enter the waiting room. Please say YES to these prompts to allow those functions otherwise you will not see or hear the doctor. 

    • If you have technical difficulty we recommend you use read though the Technical support section, and if you still cannot connect then it would be best for you to come in to the office for a visit. :

      • In most cases simply 

      • (1)closing the app or safari

      • (2)closing all other apps on your phone,

      • (3) restarting the phone fixes the problems

      • (4) Make sure you are not in "private mode" in safari  (see this https://support.apple.com/en-us/HT203036)   

      • (5) make sure your ipad is not on "zoom" feature (settings-->display & brightness--->view -->pick "standard" (https://support.apple.com/en-us/HT203332)

      • Please make sure you are not actively using the camera or microphone for another app  such as Skype or Facetime because that creates an issue. 

      • See How to close the DOXY app on iOS devices . A next step is to DELETE the Doxy.me app and re-install it.

  • Android :  There is no app If you don't already have it, download the CHROME BROWSER. Televisits will only work from a Chrome Browser app. You will need to "allow" access to your camera and microphone. Then visit HoustonTelevisit.com to find the correct waiting room..

  • Windows phone:  Do these still exist? Won't work at.  Use a desktop.
     

televisit IT.jpg

General trouble shooting for the mobile app

https://help.doxy.me/doxy-me-support/troubleshooting/phone-apps-not-working

  1. Close the app completely and restart your phone

  2. Make sure the app store does not have an update for the DOXY app that you have not installed yethttps://help.doxy.me/updates/mobile/how-to-update-your-doxyme-mobile-app-patient-and-provider

  3. Make sure you are not using and close any other program such as facetime or skype which can take over your microphone and video

  4. Make sure you have 3-4 bars or are using wifi

  5. If you are still having issues, then try using a CHROME web-browser on a mobile or desktop device that has a camera and microphone

  6. If you still cannot connect, please make a physical office visit appointment. The providers will not make phone calls

  7. PDF guide with pictures on how to log in using app

    1. https://drive.google.com/file/d/0BzhLsbW39RVdZkFzVjctbktmQ3M/view


General Questions

Minimum system requirements (you need a camera and microphone!): https://help.doxy.me/doxy-me-support/getting-started/minimum-system-requirements

How to update Chrome or Firefox: https://help.doxy.me/doxy-me-support/getting-started/how-to-update-chrome-or-firefox-to-latest-version

Don't Compete with another software! CLOSE skype and facetime and any other software that also uses your camera or microphone. 

"I cannot see you but I can hear you" https://help.doxy.me/doxy-me-support/troubleshooting/i-can-hear-but-cant-see-my-participant

"I cannot hear you but I can see you" https://help.doxy.me/doxy-me-support/troubleshooting/my-patient-can-see-me-but-cant-hear-me

Choppy audio or video: https://help.doxy.me/doxy-me-support/troubleshooting/my-audio-andor-video-is-choppy

All else fails: restart your browser

General: https://help.doxy.me/doxy-me-support

General How to Videos
How to use Chrome Browser for televisits
https://www.youtube.com/watch?v=yJf9N9sjDLI

How to use a Firefox Browser for televisits
https://www.youtube.com/watch?v=hlypaz-QjCY