Before your Virtual Visit: MyChart PreCheck-In

Up to seven days before your visit, go to MyChart and complete PreCheck-In to save time and get the most out of your visit.

• Sign in to MyChart and complete two-step verification.  
• Find your Virtual Visit from your health feed. 
• Click the PreCheck-In button and answer questions about your medical history and medications. Complete the hardware test.  

Sign in to MyChart up to 15 minutes before your appointment starts

• Invite a guest to join the visit, if needed. 
  • If they do not have proxy access, follow steps in MyChart to share visit link: 
    • In Appointment Details, click “Invite a new guest.” 
    • Fill in the person’s contact information. Your guest may join the call no more than 15 minutes before your visit starts. 
• Complete PreCheck-In (if not done). If PreCheck-In was completed, you may still be presented with information to review. If nothing has changed, click “Continue” to go to the next step of PreCheck-In. 

Click the “Join video visit” button when you’re ready

• The “Join video visit” button turns blue 15 minutes before your appointment.  
  • If the “Join video visit” button does not turn blue within 5 minutes of your visit start time, refresh your browser. 
• The video meeting will load. 

Complete the hardware test

Follow prompts to make sure your browser has permission to access your microphone and camera, and they are working.

Click the “Join Call” button once your microphone and camera are ready

• You’ll enter a virtual waiting room until your clinician starts the visit. 
• If you need an interpreter, your clinician will invite them to join once you are connected. 

Poor video quality (video freezing, low resolution or audio delay)

• Make sure your upload speed is at least 3.0 Mbps and your download speed is at least 2.0 Mbps. You can do a speed test here.  
• Use a wired connection (like an Ethernet cable) instead of Wi-Fi when possible. It is usually more stable. 
• Do not overload your internet by connecting too many devices or using a lot of data at once. 
• Close unnecessary programs, applications or browser tabs on your device. Video calls need a lot of processing power. 
• The Virtual Visit does not have video buffering and background noise reduction, so make sure you’re located in a private/quiet area. 
• Close other applications and browser tabs that may be using the camera, microphone or speaker. These need to be available and dedicated solely to the video call. 

Camera or microphone is not working

• Microphone: If you’re using a headset, make sure the mute switch on the cord is off. Also, make sure you aren't muted within the Virtual Visit.
   
• Camera: Make sure your camera is clean and unobstructed. 
  • Clean smudges. 
  • Open privacy sliders. 
  • If you have docking laptop workstation with an external webcam and the laptop is closed, switch your camera device from the laptop’s built-in camera to the external webcam. 
     
• Make sure you allow microphone and camera access on the site you want to use. 
  • You can allow all sites or just the specific site you’re on. See section below on browser permissions. 
• Check your system settings to select the microphone or camera you want to use and that levels are correct. 
  • Microphone: Review system settings for Windows or Mac. 
  • Camera: Review system settings for Windows or Mac. 
     
• Restart your Virtual Visit and computer.  
  • Exit the Virtual Visit then rejoin. 
  • Restart your browser. 
  • Restart your computer. 
• Ensure your browser, operating system, camera and microphone applications or drivers are updated. 

Video effects and emojis

If you see video effects or emojis, they may be due to other device features or programs. For example, newer versions of MacOS and iPhones support webcam effects (“Reaction” emojis, backgrounds, etc.). 

Permissions for camera and microphone not granted

If this happens, you may need to troubleshoot settings for your device, operating system or browser. These settings can be specific to a website. Most browsers allow you to quickly access these settings from the website address bar (where you type in the website URL).  

Follow these steps to allow camera and microphone permission: 

Chrome: Click the settings “view site information” icon and review your permissions.

Edge: Click the settings “view site information” icon and review your permissions. 

Safari: Control button + click (or 2 finger click) the website/URL for options and then select “Settings for telehealth.epic.com”  

How to turn off pop-up blockers

Follow these steps to allow pop-ups during your video visit. 

Chrome for Mac and PC

1. If a pop-up is blocked, you will see a “Pop-up blocked” icon to the right of your address bar (it will have a red “x”) in your browser window.
2. Click the icon.
3. Select “Always allow pop-ups from this site”

Chrome for Android

1. Tap on the three dots on the top far right of your screen.
2. Tap on “Settings” then “Site settings”
3. Tap on “Pop-ups and redirects” then tap the toggle so that it is blue instead of grey.

Microsoft Edge

1. Click the three dots on the top far right of your screen.
2. Select “Settings”.
3. Select “Cookies and site permissions”.
4. Click “Pop-ups and redirects”.
5. To the right of “Block (recommended),” slide the setting to Off.      

Safari for Mac

1. In the top left of your screen, click “Safari”.
2. Select “Preferences” then click “Websites”
3. Click “Pop-up Windows”
4. Where it says "When visiting other websites:," there will be a dropdown menu with two blue arrows. Click on it.
5. Here you can select "Allow" and it will automatically save this setting.

Safari for iOS

1. Launch Settings.
2. Tap Safari.
3. Under the General section, click the toggle next to Block Pop-ups to disable the pop-up blocker. A green toggle indicates an enabled pop-up blocker.