Overview
PIMSY EHR offers integrated telehealth services. Occasionally, patients may experience some delays with audio or video quality. This article will discuss optimal system requirements for the best patient experience, as well as cover troubleshooting tips, in the rare cases of disruption.
System / Device Requirements
- Please ensure your device has a fast and stable internet connection. The absolutely minimum is 2mbps up / down. 15mbps down and 5mbps up (or faster) is recommended.
- Chrome or Edge are the preferred browsers.
- Camera and Microphone must be enabled from the browser. If you have denied permissions in the past, you must reenable the permissions. Please see steps for that below.
- 4GB Ram (minimum), however 8GB is recommended.
- If you have denied permissions in the past, you must reenable the permissions. Please see steps for that below.
Important Facts
Step 1: Permissions for your browser
If at any time, you've denied your browser permission to access the microphone or camera, you must reenable the permissions.
To do this for Chrome / Edge:
- Quick Fix: Click the lock icon (🔒) or camera icon on the left side of the address bar while in the meeting. Toggle Camera and Microphone to Allow.
- Detailed Fix (Chrome): Go to Chrome Menu (⋮) > Settings > Privacy and Security > Site Settings > Camera/Microphone. Find the JaaS site and set to Allow or remove it from "Blocked".
- Reset Permissions: In Site Settings, delete the site entry to force the pop-up to reappear upon refresh.
OS-Level Permissions (Windows/Mac/Android/iOS)
The browser itself must have permission to access hardware.
- Windows 11: Go to Settings > Privacy & security > Camera/Microphone and ensure access is toggled On for browser apps.
- Android/iOS: Go to Settings > Apps > [Browser Name] > Permissions and enable Camera and Microphone.
Step 2: Check Common Causes & Tips
- Device in Use: Ensure no other application (Zoom, Teams, Skype) is currently using the camera or mic.
- Wrong Device Selected: Check within the JaaS app pre-join screen or settings menu to ensure the correct webcam/microphone is selected.
- Browser Compatibility: JaaS works best on Chrome or Edge.
- Hardware Check: Verify the mic/camera is plugged in and functional outside the browser.
Step 3: Check Resolution Quality
Occasionally, brief video or audio disruptions may occur even when permissions are correctly set. This can be adjusted within the specific session as needed. To do this, click the ellipsis next to the red end button. Select Performance settings located in the menu that displays.
Lower the resolution setting by sliding to the left for better performance.