My patient didn't receive their video visit email. Can I send the link again?
Why does the screen go blank during a video visit?
What can I do about audio or video issues during a video visit?
Why is my patient asked to log in to OnPatient to start their video visit?
What should I ask patients when I can't see them?
Use this FAQ to fix common video visit issues, such as patients not receiving their visit link, blank screens, and audio or video problems.
My patient didn't receive their video visit email. Can I send the link again?
Yes. DrChrono emails the video visit link to your patient automatically when you save the appointment. You can send more reminders with a reminder profile or an appointment reminder in the appointment window.
After you start the video visit, you can also send the link again by email or text, or copy it.
- Select Options > Video Visit Information.
- Select one of the buttons below, and DrChrono sends the video visit link to the email address or phone number in the patient's chart.
The video visit link works from 30 minutes before to 30 minutes after the scheduled appointment time.
Why does the screen go blank during a video visit?
Leaving and rejoining a video visit can cause connection issues. After you or your patient joins, wait in the visit until the other person joins.
Your browser may also be the cause. Firefox sometimes doesn't work correctly with video visits. Use Chrome or Safari instead.
What can I do about audio or video issues during a video visit?
- Check browser permissions: Make sure your browser can use your camera and microphone. See the steps for Chrome, Safari, Firefox, or Edge.
- Close other apps: Run only the current video visit. Close other programs or apps that use your camera or microphone.
- Check your device: Make sure your device is up to date and supports video and audio. Some devices need an external camera or microphone.
Why is my patient asked to log in to OnPatient to start their video visit?
Patients who have (or had) an OnPatient account are asked to log in so they can check in for their appointment. If your patient can't log in, resend their OnPatient invitation.
What should I ask patients when I can't see them?
If your patient's camera isn't set up correctly or their browser doesn't have camera permission, their video appears blank. You can't access your patient's device, so ask these questions to troubleshoot:
- Does your device have a webcam?
- Is your webcam set up for video calls?
- Which browser are you using?
- Did you give your browser permission to use your camera and microphone?
- If you're on a computer, can you join from a mobile device instead? Video visits are sometimes easier to join on a mobile device.
Share the steps for your patient's browser: