How to do a video call and trouble shooting.
RASA’s telehealth platform is powered by Coviu, an Australian made product. Our telehealth platform can work on a desktop, laptop, tablet or mobile phone. Your device will need either an inbuilt camera, microphone and speakers or headphones that you plug in.
We recommend using the following browsers.
Personal computer: Google Chrome browser, although Firefox and Microsoft Edge 76+ will work too.
iPhones or iPads: Safari 12+.
Android phones: Google Chrome Browser.
If you need to check or update your browser you can do so with this link https://www.whatsmybrowser.org/.
To check whether your setup is complete, run the Precall test.
Client Information for Telehealth Video Calling
1. Use a device with microphone & camera access
Use Safari browser on iPhone or iPad, or Google Chrome browser on all other devices.
2. Click on the session invite
3. Take a picture, enter your name and click continue
4. Allow microphone and camera access
Please wait until the clinician lets you into their room to start the session.
Help yourself troubleshoot
Help yourself troubleshoot
Allowing camera access on iOS
Some people have a very strict setting on iOS about accessing the camera. That’s very good and we don’t want to discourage that.
Our telehealth platform is a web application and as such runs on a web browser. On iOS that’s the Safari Web browser.
If your Settings on Safari are very strong, then access to the camera will be refused.
You will need to allow the telehealth.rasa.org.au website access to camera and microphone to make video calls.
1. Navigate to your Settings.
2. Scroll down until you find Safari. Go into this menu.
3. Scroll to the bottom of the menu to find Camera. Choose this option
4. Choose Allow
What to do about a black/blank screen on Mac
If you are receiving a blank/black video when attempting to capture your video on your Apple Mac computer, it might be a result of a problem with the driver software that OSX provides to control the camera.
In the event of the driver software having an issue, it is possible to restart the driver and restore your camera to working order.
Before using these instructions, please ensure:
- You are using an Apple Mac computer
- You have followed the instructions in the ‘Stuck at restart camera?’ instructions
To restart your camera:
- Use ⌘+Spacebar to open up Spotlight
- Type Terminal to open a Terminal session
- In the Terminal prompt, type the following command: sudo killall VDCAssistant , and hit enter
- When prompted, enter your Mac user password to allow the command to execute
If everything worked successfully, your camera driver will have been restarted and you will now be able to capture video from your camera again.
Improving speed with low bandwidth internet connections
Solutions for slow internet and low connectivity issues.
1. Use your smartphone as a “mobile hotspot”
It is possible to turn your smartphone into a “Wi-Fi hotspot” and access its fast 4G internet from your computer. To do this, simply turn on “mobile hotspot” in your smartphone’s settings & connect to it like any other Wi-Fi connection. To determine if your 4G or Wi-Fi is faster, run an internet speed test on both devices (smartphone on 4G and computer on Wi-Fi) and compare the results. Mobile routers (like the Telstra Nighthawk) can also provide fast 4G internet connections. For optimum experience on our telehealth platform, a minimum of 350Kbps upload and download speed is recommended.
2. Reduce unnecessary internet use
You internet speed will be greatly impacted by how other people are using your Wi-Fi connection. Ask your housemates to refrain from data-intensive activities (like video streaming or teleconferencing) or ask them to hotspot from their phone. Close any applications which might be uploading data in the background, like Google Backup or Dropbox.
3. Check your internet hardware
If the internet is slow for every device on your internet connection (other people such as partners or children using the same connection), try resetting your Modem and Router. You may have outdated firmware on your router which will need to be updated by your Internet Service Provider (ISP)
If the internet is only slow for 1 device try resetting your device, installing any machine updates, and ensuring you have the most up to date Web Browser.
4. Wi-Fi vs Wired (Ethernet) Connection
If you are using a Wi-Fi connection your internet may be fine but you may need to reposition or boost your Wi-Fi signal. Brick and Concrete may block your Wi-Fi signal from getting through. Placement and distance to your computer make a big difference.
If you have the option of using a Wired Connection also known as an Ethernet connection, this is more reliable than a Wi-Fi connection.
5. Call your Internet Service Provider (ISP)
After trying all of these troubleshooting options, the next thing to do is to call your Internet Service Provider and see if this is a problem on their end that can be fixed for you. Outages can happen.
Hardware and Software Trouble
What do I do if a connection is not created?
There are a couple of causes why a connection cannot be set up. Please see below for further information.
Check your web browser
RASA’s telehealth platform currently supports the Google Chrome, Firefox, Safari and Internet Edge. You can check your browser at https://www.whatsmybrowser.org/. RASA prefer a Google Chrome browser (49+) but telehealth.rasa.org.au also works in Firefox (50+) and Safari (12+). Try to use the latest production browser as it will support all features.
You can run telehealth.rasa.org.au on Windows, Mac OS X or Linux.
Screen sharing is not working
A mixed Chrome/Firefox browser environment will disable certain features, amongst them Screen sharing, because of lack of browser interoperability.
Check your Internet Connection
If it is taking really long to connect and when it connects you get poor quality video and broken audio, please check your internet connection. We recommend a minimum of 350Kbps upload and download speed.
Also, your latency (or ping time) should be less than 100ms. There is more information available under Bandwidth usage if you are interested.
My camera is not working
Are you stuck in a loop of not being able to access your camera? Make sure you’re in Google Chrome or Firefox.
If you don’t have a camera, you can do an audio-only call, but it will give you a reduced experience.
If your computer has a camera and you still can’t access it, try closing and reloading your browser. If that doesn’t work, restart your computer.
My audio is not working
You can’t hear the other end? Make sure your speakers or earphones are plugged in properly, the volume is turned up and not muted.
You can always try playing a YouTube video to check if the audio works.
You have the option to choose different output devices – go to Settings and choose your speakers.
My microphone isn’t working
The person on the other end can’t hear you? Make sure your microphone is plugged in properly and that the microphone level on your computer is turned up.
Make sure, telehealth.rasa.org is using the right microphone. You can choose your microphone input by going to the Settings and clicking on Microphone.
On tablets or mobile devices check that the microphone has not been disabled or muted.
Modern connectivity can take many forms – you might be connected via ADSL, Cable, optical fibre, 3G or 4G. Telehealth.rasa.org.au powered by Coviu is able to deal with any of these connectivity setups as long as you have a minimum of about 350Kbps each upstream and downstream for a 2 endpoint call.
Make sure to have sufficient, sustained and available bandwidth of at least 350Kbps to hold a high quality video call.
Data usage per call
Next, you may be concerned about how your available monthly data quota may be impacted by a telehealth call.
Videos will use up to 1Mbps if that bandwidth is available to them. So, assuming you have enough available upstream and downstream bandwidth, and the call goes for 30 minutes, and it’s a call with 2 endpoints, your data usage will be a maximum of:
Data Usage = 30 [min] * 60 [sec] * 1 Mbps * 2 [users] / 8 [bytes] = 450 MB.
If your call gets pushed down to the minimum bandwidth usage it’s more like:
Data Usage = 30 [min] * 60 [sec] * 350Kbps * 2 [users] / 8 [bytes] = 158 MB.
Most likely it’s something in between these two numbers.
The above numbers are calculated with 2 endpoints providing one audio-visual connection upstream and downstream each.