To troubleshoot and fix common Grow Telehealth issues, errors, or concerns when using Grow Telehealth for appointments with your clients, please review the following tips tested by Grow’s internal technical and support teams.
You can access a summary of this guide directly in your Grow Telehealth meeting room by selecting the Need help? prompt in the upper right.
Common Video Issues and Troubleshooting
The call quality for a participant is poor. What do I do?
To improve the quality and performance of a Grow Telehealth connection, please consider the following general troubleshooting tips:
Turn off your virtual background. Backgrounds require your device to use more processing power, which may be limited for various reasons, such as background tasks/apps and other open browser tabs.
Turn off your video, especially if you are in an unfamiliar location where the connection speeds may be slower than expected. This will reduce the call’s bandwidth so that other aspects of the call, such as the audio quality, improve.
Get closer to the Wi-Fi router or connect directly to the router via Ethernet. Both of these options will improve the speed and quality of your connection.
Ensure you have a good battery level or are plugged in. Many devices will reduce performance when unplugged, especially on low batteries.
To adjust your video settings in Grow Telehealth:
Select the gear ⚙️ icon and ensure the Video tab is selected.
Make adjustments via the Video, Audio, and Background tabs.
I’ve tried these tips already. Is there anything else I can do?
If you’ve tried the troubleshooting tips above and are still facing quality issues, select the problem you’re having to see common causes and troubleshooting advice for each.
Camera not detected or not working
Camera not detected or not working
From your meeting room, locate the settings gear ⚙️ on the Telehealth menu bar at the bottom of the screen. Click on the gear to open your audio, video, and background settings and make any adjustments. For example, you may need to select an alternate camera or microphone.
If you are still experiencing issues, such as missing camera or microphone options in the settings drop-down menus, you may not have granted access during your first visit to the meeting room. You must allow permissions by going to your browser's Site Settings or accessing the 🔒 icon next to your browser's address bar. If you are still having trouble, contact support via the Help widget in your portal.
Additional sources of an undetected camera:
Another app is using your camera (Zoom, webcam software, etc.)
The camera is unplugged, disabled, or covered
Outdated or missing camera drivers
Troubleshooting steps:
Refresh your browser.
Look for a camera icon in your browser's URL bar.
Ensure the correct camera is selected in your Grow Telehealth settings.
Close any other apps using the camera.
Restart your device.
Use another device if available.
Switch to incognito or private browsing mode.
Black screen or frozen video
Black screen or frozen video
If you or your client experiences a black screen or a frozen video, you may be experiencing network instability, or the Telehealth app needs to be refreshed.
Common sources of a black screen or frozen video:
Poor lighting
Network instability
The application is frozen, or the browser has crashed
Troubleshooting steps:
Ask the client to adjust their lighting or move to a brighter spot when available.
Both parties can close unnecessary tabs or background applications.
Refresh or restart your browser(s).
Try another browser. Grow Telehealth works best on Chrome.
Turn off the virtual background.
Restart your device.
Toggle your video on and off or adjust the quality*
Check for signal interference, move closer to the Wi-Fi router, or switch to a wired connection.
*To adjust your quality settings for performance:
Select the gear ⚙️ icon and ensure the Video tab is selected.
Under "Quality," select Optimize for performance.
Blurry or pixelated video
Blurry or pixelated video
If your video looks grainy, fuzzy, or low-quality, it might be caused by a weak internet connection or low resolution stemming from bandwidth limits on your device or the client's device.
Troubleshooting Steps
Wired internet connectivity can provide a more stable connection. If this is not an option, moving closer to the wifi router can help.
Close other bandwidth-heavy apps and ask your client to do the same.
Reduce video resolution settings on your device, if available.
Lagging or delayed video
Lagging or delayed video
If your video is out of sync with the audio or the motion appears to be delayed, you may be experiencing an overloaded device or a delay in the connection between your device and the client's.
Troubleshooting steps
Close all unused tabs and applications.
Restart your browser(s).
Check for any signal interference, move closer to the wifi router, or switch to a wired connection.
Restart your device and make sure to update any outdated software.
Try using another device (e.g., a laptop instead of an iPad or mobile device).
Video reactions
Why am I seeing reactions on my computer screen?
When you or a client makes certain hand motions (e.g., a thumbs up), it may show an on-screen emoji or background. This is typically an Apple-specific camera setting and is not within the control of the telehealth provider or any other video service you use. If you or your client experiences this, here are some quick instructions for turning these off:
To turn this feature on or off, select Reactions in the video menu, which appears in the menu bar when a video call is in progress.
When turned off, the icon will change from a highlighted blue color to grey.
Common Audio Issues and Troubleshooting
Below is a list of common audio issues and their troubleshooting recommendations.
Microphone not detected or not working
Microphone not detected or not working
If your microphone isn't working, isn't detecting sound, or the icon shows you're muted, you might be experiencing these common audio problems:
Your microphone permission is blocked in your browser.
The wrong microphone is selected in your Grow Telehealth settings.
Your microphone is muted at the system level or device level.
The microphone itself is not working, or is in use by another application.
Troubleshooting Steps:
Check your mute button on your headset, keyboard, or within the Grow Telehealth room.
Look for a microphone icon in your browser URL bar. Click the icon and choose "Allow Microphone Access."
Open your Grow Telehealth settings and ensure the correct microphone is selected.
Close any additional windows or applications like Zoom or Microsoft Teams that may be using the microphone.
Test that your microphone is working on WebcamMicTest.com.
Restart your browser or device.
Can’t hear others, or no audio output
Can’t hear others, or no audio output
If you or your client cannot hear any sound in your Grow Telehealth meeting room, you may be experiencing one of the following audio output issues:
The output volume is muted or very low.
The wrong speakers or output device is selected.
Audio is blocked in your browser.
You have hardware connection issues (e.g., unplugged speakers or headphones).
Troubleshooting Steps:
Confirm that your volume is turned up. Check both your keyboard shortcuts and physical controls.
Plug in headphones, or try switching between speakers and headphones.
Look for a microphone icon in your browser URL bar. Click the icon and choose "Allow Microphone Access."
Restart your browser or computer.
Echo, feedback, or static noise
Echo, feedback, or static noise
If you or your client can hear your own voice or detects additional noise or echoing, you might be experiencing one of the common causes of this audio problem.
The provider and the client are not wearing headphones.
You or the client has multiple devices in the same room.
The sensitivity or gain settings of the microphone are too high.
Faulty microphone hardware.
Troubleshooting Steps:
Switch to headphones instead of speakers.
If the client is in the same room as another meeting participant on another device, have them move to separate areas.
Lower the microphone sensitivity in your device's sound settings.
Check for physical interference, such as an insecure connection (i.e., loose cables, loose USB port).
Audio cutting in and out
Audio cutting in and out
If the audio is cutting in and out or not consistent, you may be experiencing:
Poor network connection.
Overloaded CPU or device.
Background noise canceling software is turned on.
Troubleshooting Steps:
Close extra applications and unused browser tabs.
Disable any noise suppression software temporarily.
Check for any signal interference, move closer to the wifi router, or switch to a wired connection.
Restart your device.
Wrong microphone or speaker is selected
Wrong microphone or speaker is selected
If your audio works in all other applications but not in your Grow Telehealth meeting room, your system default might be set to another device (e.g., your webcam instead of a headset)
Troubleshooting Steps:
In the Grow Telehealth room, open the settings and change input or output to the correct devices.
On a desktop, set your preferred device as your system default.
Refresh your browser after making any changes.
Waiting Room FAQs
I didn’t receive an email about a client in the waiting room; what happened?
If a client has been in your waiting room for over a minute, you should receive an email. If you haven’t, please check your spam.
What if I respond to the text telling me a client is waiting for me?
The text will go to an unmonitored inbox, and the team will not respond to you. If you have feedback for Grow, you can reach out via the Help Widget in your provider portal.
My patient says they were waiting for me, but I didn’t see them in the queue; what happened?
The connection between your browser tab and the Telehealth platform likely timed out. To correct this, refresh your browser tab and wait a few seconds. If the client still does not appear, ensure they are using the link from their client portal/appointment confirmation and confirm the patient checked in correctly by entering their information and clicking enter the waiting room.
Client Resources & Support
Is there any training for my clients?
Getting to a Telehealth session will be identical to the process clients experienced previously by clicking the link to the appointment in their calendar, email, or client portal. When they join their first Grow Therapy Telehealth session, they will see simple instructions to help them set up their camera and microphone. This experience is straightforward and similar to other video tools, so it should feel familiar.
If a client requests additional assistance, this resource on the Client Help Center outlines using Telehealth from the client’s perspective.
What should I instruct my clients to do if they are having difficulties?
Your clients can follow the troubleshooting steps outlined in this resource to access their Telehealth settings or enable camera/microphone access. If they are still having trouble, clients can contact support via their client portal.