Troubleshooting Steps

AdventHealth video visits was designed to work effectively under different network conditions with lightweight bandwidth requirements. However, poor audio quality (like static or crackle sounds) due to audio interference / background noise can ruin a conversation.

How to Improve Audio Quality

  1. If you hear an echo, use headphones or earbuds during a call. If you hear an echo it could be due to multiple reasons. Please take a look at the following link to troubleshooting solutions if you are hearing echo: https://www.adventhealth.com/audio-issue-how-can-i-stop-echo
  2. Move to a quieter environment. This will allow your provider to hear your voice more clearly. Move away from other wireless devices that might cause interference.
  3. Ensure no other applications on your device are already accessing your microphone. Otherwise, multiple apps trying to access one microphone input will cause interference.
  4. Before a call starts, consider putting your device in "Do not disturb". In case you receive a phone call, it won't interrupt the video session.
  5. Stay away from wireless headsets. Wireless headsets typically use Bluetooth which can allow for interference. If you notice your provider, practitioner or staff complain about audio quality, try using a USB or inline mic instead of a headset.
  6. Try a different microphone. If your microphone is defective it will usually have the same issue on any device you try. If your microphone is embedded into your device (like a laptop or phone), try a different device on the same network to see if quality improves.
  7. Try a different network. Wifi Extenders and Older Routers might be responsible for data loss that results in poor sound quality.
  8. Get close to your router. See what happens when you have a call right next to your router.

How to restart the video visit as a patient

Restarting the video visit should help to mitigate most common issues (lip out of sync or choppy audio)

  1. Open email or text in which the link to the video visit was received
  2. Click the link again to reinitiate the session


AdventHealth video visit establishes a secure peer to peer connection. Sound issues might stem from device hardware (i.e. computer, microphone, or wifi, router, modem), or from internet connection issues between you and your provider's ISP.