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Telehealth Troubleshooting & Help Guide

For any technical or other support issues and if the following actions do not help, please do not hesitate to call our

Telehealth support line: 855.667.9719

Note: We will not bill you twice for a visit interrupted by technical issues. Beacon Connected Care is not currently available using the Web browser on your mobile device.

Troubleshooting

My pharmacy didn’t get my prescription.

  • For Beacon Connected Care Urgent Care prescription questions or problems call 888.982.7956

I can’t hear the clinician.

  • Check that the volume is not muted or turned down.
  • If unresolved, try uninstalling and reinstalling the app.

My call dropped

  • Attempt to reconnect to the same provider if possible.
  • You will not be charged twice if you have to reconnect due to technical issues.

I can’t see the clinician

  • First, use the chat feature to let the clinician know you can’t see them.
  • Then, try refreshing the video connection (this will take a few moments).
  • If the issue still isn’t resolved, call the help desk at 855.667.9719 or try connecting from a different device.

The clinician can’t see me

  • Be sure that you select “Yes” when asked to allow Beacon Connected Care to use your camera and microphone. If you accidentally selected “No”, you’ll need to uninstall and reinstall the app.
  • Be sure that your web camera is enabled and uncovered.
  • Try refreshing the video connection (this will take a few moments).
  • NOTE: If you refresh multiple times, this may lock your session and you would need to log out and back in.
  • If unsuccessful, try to reconnect or call our support desk at 855.667.9719.

The clinician can’t hear me

  • Be sure that you select “Yes” when asked to allow Beacon Connected Care to use your camera and microphone. If you accidentally selected “No”, you’ll need to uninstall and reinstall the app.
  • The app has the ability to mute sound. Check this setting in your video window to make sure the sound hasn’t been muted from within the app.
  • Check the settings on your microphone and on your computer to ensure your microphone is both enabled and active.
  • If your computer has multiple microphone options (such as a headset or external microphone), make sure the appropriate mic is selected for your video visit. This can be checked on the screen showing the provider’s video image in the lower right corner under settings. Click to check the microphone you wish to use.

My visit got disconnected

  • If your visit had not concluded, please reconnect and attempt to see the same provider.
  • You will need to complete the visit intake screens again before getting into a queue.

The app crashed before I got into the visit

  • Please contact the help desk at 855.667.9719 and report the issue. The support agent may ask you for information about the following: device make and model, iOS or Android operating system version, what you were doing when the app failed, whether you experienced the behavior more than once.

I can’t access or log into Beacon Connected Care

  • Contact the support desk at 855.667.9719 for further help in troubleshooting.

Help Guide

Seeing one of our physicians is as easy as creating a profile and choosing your provider, but to ensure you have the best experience try the following tips:

Registering

When registering for our service, use your legal name. This helps us to match you to your existing patient chart. Be sure to let us know in the visit it you have another name you would prefer to be called.

Finding Your Pharmacy

When searching for your local pharmacy, our system will find those closest to your home address. If you need to broaden your search, keep in mind that our map is based on geography, not pharmacy names. Find your pharmacy by using cross streets or simply a city and state.

Waiting Room

We will do our best to get you seen quickly. If the provider you selected is currently backed up, our support staff may give you the option to switch to another provider. If you choose to switch, you will need to complete the intake form again prior to your visit.

Visit Visuals

We can see you best when you center the camera on yourself and your environment is well lit. Avoid having a window or other bright light source directly behind you so we see your face instead of just a silhouette.

Employer Benefit Service Key

If Beacon Connected Care is a part of your employee benefit and your employer gave you a Service Key to obtain your benefit you can enter it during the registration process.  If you did not enter it at that time, you can do so now.  Here’s how:

From your mobile device or tablet:

  1. Launch the app
  2. Enter your username and password and click “Log In”
  3. Click “More” (at the bottom right of the screen)
  4. Click “Service Keys”
  5. Enter your service key and click “Save”

From your computer:

  1. Go to BeaconConnectedCare.org
  2. Click “Log In”
  3. Enter your username and password and click “Log In”
  4. If you have children registered on your account, select your name and click “Continue”
  5. Scroll down until you see “Add a Service Key” on the right side of the screen
  6. Click “Add a Service Key”
  7. Enter your service key and click “Add”

If you do not have your employer service key, please contact your human resources department.

System and Network Requirements

Mobile Access

Connectivity

For the best experience when using the Beacon Connected Care app on your mobile device, a wi-fi connection is recommended, and may be required by the service operator in order to have a visit.  If allowed by the service operator, a cellular (3G/4G) connection can be used.

For the best experience and quality, ensure that you have a strong signal (4-5 bars) when connected to a cellular network.   Also, a minimum bandwidth of 3 Mb/s upload/download  is recommended.  You can check your bandwidth by using the Speedtest by Ookla app.  If you don’t have the app installed, you can navigate to speedtest.net on your mobile web browser, at which point you will be directed to either the App Store or Google Play Store (depending on your device) to download the app.

Access for Patients

Patients can access Beacon Connected Care from their Android or iOS mobile device, using the native consumer mobile app.  If the patient has been scheduled for a visit, he/she will receive an email with instructions on how to download the app.  Alternatively, patients can visit Google Play or the Apple Store to download the app and follow the instructions to get started!

Beacon Connected Care is not currently available using a mobile web browser.

Access for Providers

Providers can make themselves available to connect with patients on Beacon Connected Care from any iOS mobile device (i.e., iPad, iPhone, or iPod Touch) by downloading the American Well for Clinicians mobile app from the Apple Store.

Beacon Connected Care is not currently available using a mobile web browser.

Device Requirements

To use Beacon Connected Care on your mobile device, ensure that your device meets the requirements below.

  • Beacon Connected Care app is installed (see above)
  • To support two-way video visits, your device must have a front-facing camera
  • Operating System – iOS (iOS 11.4 or later is required)
    • iPhone 5 and neweriPad 4th Gen and newer
    • iPad mini 2 and neweriPod Touch 6th generation and newer
  • Operating System – Android API 19 (KitKat v4.4.0 or above)

Note: only applicable for consumer app

  • Android Phone
  • Android Tablet
  • Not supported: HTC myTouch, all Prestige devices, and the PantechP9070 

Web Access (PC/Mac/Laptop)

Connectivity

To test your internet connectivity, click the “Test My Computer” button in the primary navigation bar, and follow the on-screen instructions.  For the best experience when using Beacon Connected Care on the web, high-speed broadband Internet access (e.g., cable, DSL) is recommended.  For the best experience, a minimum bandwidth of 3 Mb/s upload/download  is recommended.

Browser Requirements (Patients and Providers)

Beacon Connected Care can be accessed from the web using any of the browsers listed below.  Both JavaScript and Cookies must be enabled in the browser settings.

Google Chrome (latest version recommended; one version prior supported)

Visit: http://www.google.com/chrome

Mozilla Firefox* (latest version recommended; one version prior supported)

Visit: http://www.mozilla.org/en-US/firefox/new/

Microsoft Internet Explorer (PC ONLY: minimum v9.0; maximum v11)

Visit: http://windows.microsoft.com/en-US/internet-explorer/products/ie/home

In order to support TLS 1.1 and TLS 1.2, Windows 7 or newer is required. Review the Enabling TLS 1.1 and TLS 1.2 in Internet Explorer article to enable TLS 1.1 or higher encryption. Windows Vista and older operating systems, such as Windows XP, are not compatible with TLS 1.1 or higher encryption.

Safari (Mac ONLY: latest version recommended; one version prior supported)

Visit: http://www.apple.com/safari/download/

Microsoft Edge

Visit: https://www.microsoft.com/en-us/windows/microsoft-edge

Video Recommendations

Users will be required to download the enhanced video client prior to starting a visit.  This can be performed during the “Test My Computer” exercise.  Otherwise, users will be prompted to download the client before the visit begins.  To help reduce the risk of video issues, ensure that there is no conflicting software running in the background that can cause issues with enhanced video.  This includes other applications that may try to use your webcam (e.g., WebEx, GoToMeeting, Skype, etc.).  Be sure that you have completely quit or exited out of any of these applications prior to starting your visit.

If you experience issues with your video connection and you are on a managed network, contact your network administrator to ensure the network is configured correctly to allow enhanced video to operate.

Computer Hardware/Software Requirements

For access via the web, ensure that your workstation meets the requirements below.

  • Operating Systems:
    • Windows: 7, 8, and 10
    • Mac: OS X 10.6 “Snow Leopard” or later (Intel CPUs only)
    • Linux OS (including Chromebook devices)
  • Processor: 2 GHz Intel Core 2 Duo or equivalent.
  • Memory: 2 GB or more
  • Hard Disk: 40 MB or more free space
  • Adobe Reader: 7 or greater installed
  • Camera/Video: The telehealth solution will work with most built-in or external USB webcams. For ideal video quality, it is strongly recommended to use a high-definition web camera that supports 720p30 and higher.
  • Audio (microphone and speakers): For ideal audio quality, it is strongly recommended that an external microphone and speakers (or speakerphone device) with integrated echo cancellation is used. Even if you have a microphone that is built-in to your PC or webcam, these microphones may result in choppiness and poor quality of audio for broadcasting your voice to the other party.
  • Monitor/Screen Setup: For providers who are documenting in their existing EMR/EHR system, a dual monitor setup is preferred. This will allow the EMR/EHR system to be used on one of the monitors, while viewing the patient video in the other monitor.  Alternatively, if dual monitors are not an option, a single monitor can be used.  If using a single monitor, the monitor should be large enough in size (5” with 1080p HD minimum) to allow for the patient video window and the EMR/EHR system window to exist side-by-side, with minimal or no overlap.  The minimum size of the video window is 740 X 550.
    • Recommendation/User Choice: 27” 4k monitor(s) with UHD support (for most accurate color rendition and long term support for emerging standards)

Computer Settings

Multiple Accounts: If multiple users have logins on the same workstation, each user must log off when finished using the workstation (as opposed to just staying logged in and switching users).

Sleep / Power Save Mode: Workstations should be configured so that they do not go to sleep or into Power Save mode.  This can result in network connectivity issues until the machine is rebooted.

Anti-virus Software:

  • Certain anti-virus software may interfere with video and audio connection. If you notice less than ideal conditions in the video or audio (e.g., audio choppiness), anti-virus software may be interfering.  Try disabling the anti-virus software prior to conducting a visit.  If you are using a company-issued computer, check with your IT department to ensure that the anti-virus software on your local workstation is set up correctly.