TeleConnect Troubleshooting: Connection & Workflow Issues

During a TeleConnect visit, the video freezes and the patient cannot hear you clearly. What type of issue is this?

• Poor audio/video quality

• Audio delay
• Patient cannot join the visit

• Network problem

Answer explanation

Freezing video and unclear audio are signs of poor audio/video quality.

You can ask the patient this questions to find out what they are experiencing:

Are you connected to Wi-Fi or using mobile data right now?”

• “Is your Wi-Fi signal strong, or does it keep dropping?”

• “Can you hear me clearly, or is the sound cutting in and out?”

• “Can you see me on your screen right now?”

• “Do you see any messages asking to allow the microphone or camera?”

• “Are you using headphones, Bluetooth, or the phone’s speaker?

You have tried several troubleshooting steps during a TeleConnect visit, but the video continues to freeze and the patient is becoming frustrated. When should you stop troubleshooting and escalate the issue?

• After the first small technical glitch

• When multiple attempts have failed and the issue is not improving

• When there is still time to try more random fixes

• Only after the visit has completely ended

Answer explanation

You should escalate when troubleshooting steps are not working and the issue continues.

Escalation helps protect patient safety, reduce frustration, and ensure the visit continues in the best possible way.

What is the first step to take when a Teleconnect glitch occurs?

• Ignore the glitch and continue the visit

• Act by fixing the issue right away

• Pause and take a moment to calm down

• Diagnose the problem immediately

Answer explanation

Pausing when a connection glitch occurs helps calm the patient and prevents confusion.

It also gives you a moment to assess what is happening before taking technical steps.

Reassuring the patient also builds trust and lets them know the issue is technical, not their fault.

What are the three steps to handle Teleconnect glitches?

• Pause, Analyze, and Resolve

• Stop, Diagnose, and Repair

• Stop, Analyze, and Fix

• Pause, Diagnose, and Act

Answer explanation

Pausing helps calm the patient and gives you a moment to understand what is happening.

Diagnosing means identifying the type of issue, such as poor audio/video, a dropped connection, or patient confusion. This step helps you choose the right solution instead of guessing.

Acting involves applying the appropriate fix, such as following the Quick Check steps

Which of the following is NOT a type of problem to diagnose during a Teleconnect glitch?

• Patient's medical condition

• Connection issue

• Audio or video issue

• Patient confusion

Answer explanation

• Weak Wi-Fi signal – The internet connection is unstable or too slow.

• Too many apps using bandwidth – Other apps are slowing the connection.

• Microphone or camera not enabled – The device is blocking audio or video access.

• Bluetooth or audio source conflict – Sound is connected to the wrong device.

• Temporary app or browser glitch – TeleConnect needs to be refreshed or restarted.

• Outdated browser or incompatible device – The system does not fully support the visit.

• Network drop or interruption – The connection briefly disconnected.

The video freezes during a TeleConnect visit. What First stepnshould you take to resolve the issue?

• Pause

• diagnose

• Act

• Escalate

Answer explanation

Pausing when a connection glitch occurs helps calm the patient and prevents confusion.

Pausing gives you a moment to assess what is happening before taking technical steps.

Reassuring the patient also builds trust and lets them know the issue is technical, not their fault.

What should you do if the issue persists after trying to fix it?

• Ask the patient to reschedule the visit

• Restart the teleconnect session

• Follow your clinic's escalation path

• End the virtual visit immediately

Answer explanation

Escalation is needed when the issue cannot be resolved quickly or safely.