If you can't connect to your Virtual Visit or Information Session, your internet speed or internet packet loss might be the cause.
We see that many technical issues on MyOwnDoctor are caused by slower or unstable internet connections. So before your next Virtual Visit or Information Session, please go over the following steps to help your Internet speed. This will make MyOwnDoctor work better for you.
- Restart your browser, computer or router. If you are getting a robotic sound, restarting your computer might be needed.
- Update your operating system or browser. You need to update often so that your connection speed doesn't become slow. Please look over our System Requirements.
- If you can, plug directly into your internet router with an ethernet cord. "Packet loss" is a basic issue in a wireless connection and can directly affect how your audio and video works. If you can't plug into your router, move closer to the router or your equipment. Sometimes interference can happen, so 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 Zoom, Skype, Microsoft Teams, or any other video sharing apps that can "hog" your device's camera and microphone use.
- Switch Wi-Fi networks if possible (this is important if you are on a public or shared network) or ask others to log off.
- Reduce network activity. Stop listening, watching, and streaming music or videos on the same network when using MyOwnDoctor. 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 if possible. These may also be browser extensions.
- Switch browsers. Google Chrome is the preferred browser for connecting to MyOwnDoctor Virtual Visits.
- If you're using Chrome, try turning off Hardware Acceleration in the Chrome settings.
- 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 an older router. Getting another, newer router model can fix most connection issues caused by outdated routers.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 problems and interference.
- Check your system's activity monitor, and close an unnecessary or unfamiliar applications that are using a lot of CPU (100% or higher) or memory power. You might need to disconnect external devices like monitors that can use more 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 uses much less bandwidth than Video. Your device will work better.
- Consider these other solutions for connection issues that might cause "packet loss".
- If you are using a DSL modem with a slow uplink, a 3G wireless modem, a hotspot, 3G or 4G mobile connection, a network with some type of proxies/firewalls, or just a slower speed connection, your visit or webinar quality may not be the best, including loss of connection, robotic audio, or video and screen sharing not loading or freezing.
- Still experiencing connection or streaming issues? Contact your Internet provider and support@myowndoctor.com for more help.