Most failed video calls are a weak connection, not a broken one, and audio only usually holds. Work through the checks before and during the call, in order.
Before the call
| What they see | Cause | Fix |
|---|---|---|
| This invite link has expired. Please ask your clinic to resend it. | The link wasn't used for two weeks. | Resend the confirmation from the appointment; it carries a fresh link. |
| Your session link is invalid or has expired or Session not found | The appointment was canceled or the link was copied incompletely. | Check the appointment, then copy the link again with Patient invite link copied and send it by SMS. |
| Verifying your appointment… never finishes | The patient's browser is blocking scripts, or an old browser. | Try Chrome, Edge or Safari on a phone; the link works on mobile. |
Switch to audio only before giving up. Most failed calls are a weak connection, not a broken one. Audio only usually holds, and the consultation can finish by voice.
In the call
| Problem | Fix |
|---|---|
| No picture from one side | Camera unavailable means the browser was refused the camera or another app has it. Close other video apps, allow the camera in the browser's site settings, and reload the link. Audio keeps working meanwhile. |
| Can't hear, or can't be heard | Check the Microphone and Speaker choices on the toolbar; a headset plugged in mid-call often needs selecting. On a phone, check it isn't on silent. |
| Freezing or robotic audio | Set Video quality to Low or Audio; ClinyPal does this automatically after a few seconds but a manual pick holds. Move closer to the Wi-Fi or switch the phone to mobile data. |
| Reconnecting… then Unable to reconnect. Please refresh the page. | Reload the page; the session is still open and the chat is kept. The other side sees Doctor disconnected or Patient disconnected until then. |
| Screen share won't start | The browser's share prompt was dismissed (Screen share canceled) or, on a Mac, the browser lacks screen recording permission in System Settings. |
| Patient's file won't send | It's over 1 MB; ask for a smaller photo, or have them email it to the clinic. |
A telehealth call switched to Audio only from the Video quality control.
Still stuck
Call the patient and finish the consultation by voice, then record the session notes on their record as usual. Afterward open support chat with the appointment time, the browsers used on both sides and the message shown; the connection log for the session can be checked.
No. The link opens in a browser on a phone, tablet or computer.
No. Nothing said in the call is kept; the practitioner writes the visit up in the patient's notes.
Not with the same link; it's one patient per call. Have them sit with the patient.