You Cannot Hear the Other Party

NextGen Virtual Visits™ Help

Others Cannot Hear You

Condition You speak but the listener cannot hear your voice. Cause You have an issue with your microphone. Remedy For Windows® , verify the microphone is on. In the windows taskbar, right-click the audio icon, and then select Open Sound settings. Audio menu on teh Windows taskbar Confirm that the volume for the speaker has a bar that moves when you speak. If it does not, select Troubleshoot and follow the instructions. Test your microphone setting Confirm you have an input device (microphone). Choose your input device setting Parent topic: Troubleshooting Your Devices and Connections for Windows

NextGen Virtual Visits™ Help

No One Can See You

Condition No one can see you. Cause Remedy Confirm they have a camera on their device. Right-click the Start menu, and then select Device Manager. There can be two scenarios: either the camera is built-in (most laptops), or it is a USB device. If it is built in, it will show here: Device Manager window settings for Integrated devices If it is an external USB device it will be shown here: Device Manager window settings for Cameras If there are none, that means they do not have a camera installed or the driver is not installed, normally the drivers are automatically installed through Windows® updates. Parent topic: Troubleshooting Your Devices and Connections for Windows

NextGen Virtual Visits™ Help

Troubleshooting Your Devices and Connections for Windows

How to troubleshoot your devices and connections for windows. You Cannot Hear the Other Party Others Cannot Hear You No One Can See You

NextGen Virtual Visits™ Help

Compatible Devices and Browsers for NextGen Virtual Visits™

If you use this device Take these steps Use these browsers Computer or laptop Update your browser to the most recent version. Internet Explorer and Microsoft® Edge are not supported. Google® Chrome, Mozilla® Firefox, Apple® Safari Android™ Update your device to the most recent operating system (version 8 or later). Google® Chrome Apple® iPhone® or Apple® iPad® Make sure you are using an Apple® iPhone® 6 or later. Update your device to the most recent operating system (OS) version 11 or later. Apple® Safari Parent topic: Requirements and Configuration

NextGen Virtual Visits™ Help

In-Visit Features in NextGen Virtual Visits™

During your single or group NextGen Virtual Visits™, you can use the following features to enhance your visit. Feature Description Turn Your Camera On or Off By default, your camera is ON when you join a visit. You can turn your camera OFF by selecting Stop VideoStop Camera icon. You can turn your camera ON again by selecting Start VideoStart Camera icon. Virtual Video Background on Desktop You can select your video background during a visit by selecting the Virtual Background icon. You can also blur video background by selecting Blur icon. Note: Blur and Virtual Background options are not supported on the Safari® browser. Virtual Video Background on Mobile You can blur your video background during a visit by selecting options, Options and then selecting Virtual Background Blur icon. You can switch back to normal background view by selecting Virtual Background Blur icon. Note: This option is not supported on the Safari® browser. Switch Your Desktop Cameras You can switch the default ca

NextGen Virtual Visits™ Help

Join a Virtual Visit

In the NextGen® Enterprise EHR inbox, select the virtual visit.When your patient is ready to join the visit, the appointment is marked as Kept in NextGen. Log on to Virtual Visits Log In Page. In Visits list, select the visit. Note: In NextGen Virtual Visits™, a green check mark icon appears next to the patient’s name in the visit list to indicate the patient is ready for the visit, and the Join Visit button becomes available. In the Intake panel, review the intake answers. Select Join Visit.Your visit begins. To change your video background, select the Virtual Background icon, and the select the necessary background.If you use the same device and browser for your next virtual visit, the application retains the last selected option. Note: The Blur and Virtual Background options are not supported on the Safari® browser. The Virtual Background option is only available for users using desktop devices. To share your screen, select the share screen icon. To share a patient document, select

You Cannot Hear the Other Party

Condition

Cause

Remedy

Cause

Remedy

Recommendations

Others Cannot Hear You

No One Can See You

Troubleshooting Your Devices and Connections for Windows

Compatible Devices and Browsers for NextGen Virtual Visits™

In-Visit Features in NextGen Virtual Visits™

Join a Virtual Visit

You Cannot Hear the Other Party

Condition

Cause

Remedy

Cause

Remedy

Others Cannot Hear You

No One Can See You

Troubleshooting Your Devices and Connections for Windows

Compatible Devices and Browsers for NextGen Virtual Visits™

In-Visit Features in NextGen Virtual Visits™

Join a Virtual Visit