Experiencing connection issues during your Telehealth Visit or Event? Your internet speed or packet loss might be the cause.
In our experience, many technical issues on MyOwnDoctor are caused by slower or unstable internet (network) connections. So before your next event, please review the following steps to improve your Internet speed, reduce packet loss and improve your overall experience on MyOwnDoctor.
- Restart your browser, computer or router. If you are getting a robotic sound, restarting your computer might be necessary.
- Update your operating system or browser. Not updating regularly can slow your connection speed. Please review the System Requirements.
- If possible, plug directly into your internet router with an ethernet connection. Packet loss is inherent in a wireless connection and directly affects your audio and video quality. If plugging into your router isn't an option, move closer to the router or extender. To prevent interference, keep your device and router/extender at least 2 feet apart.
- Close all your browser tabs, windows, and other apps running in the background. Similarly, manually quit Loom, Skype, MS Teams, or any other video sharing apps that can "hog" your device's camera and microphone capabilities.
- Switch Wi-Fi networks if possible (especially if you are on a public or shared network) or ask others to log off.
- Reduce network activity. Stop streaming music or videos on the same network when using BigMarker. Ask others on your network to do the same.
- Disable or remove any browser extensions that might be blocking or slowing down your ability to connect.
- Disconnect any VPNs, Firewalls, or anti-virus programs if possible . These may also be browser extensions.
- Switch browsers. If you are a presenter, switch to Chrome or Edge, our recommended browsers for presenters. BigMarker will work with any browser, presenters on Chrome or Edge tend to experience less connection issues and a more seamless experience.
- If you're using Chrome, try turning off Hardware Acceleration. Similarly, if you are using a virtual background, disable that.
- Switch devices. If you are using a mobile device, switch to a computer or laptop if possible.
- Change router settings. If you have a dual-band router, use the 5 Ghz Wi-Fi band instead of the 2.4 Ghz band. Also, make sure the encryption method on your router is AES or "Mixed." You may need to check your Wi-Fi router's instructions or contact the router's manufacturer.
- Replace older router. Replacing older routers with a newer model as most connection issues are caused by outdated routers.
- Replace older cables connected to your computer, router, or modem.
- Disable wireless devices like speakers, microphones or headphones. These can cause interference.
- If you're the webinar host, change the server location of your webinar. Choose a server location closest to the majority of your presenters.
- Check your system's activity monitor, and close any unnecessary or unfamiliar applications that are using a lot of CPU (100% or higher) or memory power. You might also need to disconnect external devices that consume a lot CPU when connected to your computer.
- You may need to turn off your webcam or screen share and switch to Microphone Audio Only or Dial-in. Audio only uses much less bandwidth.
- If you are using a DSL modem with a slow uplink, a 3G wireless modem, a hotspot, 3 or 4G mobile connection, a network with some type of proxies/firewalls, or just a slower speed connection, your webinar experience, and quality may suffer, including loss of connection, robotic audio, or video and screen sharing not loading or freezing.
- Use this third party free packet loss test. Do not click any adds. Choose 720p H264 WebRTC stream, change the server location to the closest one listed, then Click Start Test.
- Consider these other solutions for connection issues that might cause packet loss.
- Still experiencing connection or streaming issues? Contact your Internet provider and support@myowndoctor.com for more help.