Troubleshooting Telehealth video calls

PhysiApp web (for patients)

  • Are you not seeing an incoming call alert?
    • Please make sure that you are logged in with the correct (most recent) program code.
    • Make sure nobody else in your house is using the internet. The more people using the internet, the slower the speed will be.
  • Do you not see/hear your own audio or video?
  • Do you not see your practitioner's audio or video?
    • Please ask your practitioner to visit this Troubleshooting page and follow the steps listed above.
  • Does the call drop suddenly?
    • Check that you have a stable and reasonably fast internet connection
    • See Network & firewall settings below. This especially applies if you are on a corporate network.
  • Can you see yourself, and can the practitioner see him/herself but you are not appearing on each other's screens simultaneously?

PhysiApp iOS / Android (for patients)

  • Do you not see/hear your own audio or video?
    • Make sure that PhysiApp (or, if you use a custom version of PhysiApp, this custom version) is allowed to use your camera and microphone. This can usually be changed in your device's Settings of Preferences app.
    • Make sure that you have the latest version of PhysiApp installed on your device.
    • Make sure your device's software (OS) is up to date.
    • Make sure nobody else in your house is using the internet. The more people using the internet, the slower the speed will be.
  • Do you not see your practitioner's audio or video?
    • Please ask your practitioner to visit this Troubleshooting page and follow the steps listed above.
  • Does the call drop suddenly?
    • Check that you have a stable and reasonably fast internet connection.
    • If you are connected to a corporate wireless network, see Network & firewall settings below.

Physitrack iOS (for practitioners)

Physitrack web (for practitioners)

  • When you click the "Invite & start video call" button (shown below), does the call window open?

  • Do you not see/hear your own audio or video?
  • Is your client not receiving the email with the link to join the call?
    • Make sure you entered you client's email address correctly.
    • Ask your client to check their junk mail folder.
  • Is your client logged in to their program, but are they not receiving the incoming call notification?
    • Please make sure that your client is logged in with the correct (most recent) program code.
  • Do you not see your client's audio or video?
    • Please ask your client to visit this Troubleshooting page and follow the steps listed above.
  • Can your client not hear you?
    • Check that you're not muted.

    • Make sure that you've selected the correct audio input. 

      (When you unplug your headset/microphone, this is not always detected by your browser)

  • Does the call drop suddenly?
    • Check that you have a stable and reasonably fast internet connection
    • See Network & firewall settings below. This especially applies if you are on a corporate network.
  • Can you see yourself, and can your client see him/herself but you are not appearing on each other's screens simultaneously?

If the above steps don't work, please click the Telehealth Troubleshooter button to report technical issues to us.

Network & firewall settings (for practitioners and IT admins)

  • For video calling (Dolby/Voxeet)
    • Whitelist HTTPS (port 443) access to session.voxeet.com
    • Whitelist stun.l.google.com:19302  (stun.l.google.com)
    • To make sure we go through firewalls, we automatically switch from User Datagram Protocol (UDP) to Transmission Control Protocol (TCP; HTTPS).
    • Currently, video calling does not go through China's firewall system.
    • If you would like to know our static IP addresses so you can whitelist them for all UDP traffic, please email support@physitrack.com.
    • Check that there are no network errors in our Physitrack Telehealth system test
  • For presence detection (Google Firebase)
  • Bandwidth requirements
    • Calls are capped at max 2 Mbps per call participant, meaning for a video call with 2 participants, this is 2 Mbps up and 2 Mbps down
    • 720p resolution calls are usually circa 1.5 Mbps per stream, but this can vary depending on the framerate and the amount of movement in the picture
    • SD resolution is circa 350 kbps per stream
    • During a call, video quality will automatically adapt to the available bandwidth 

To test that your firewall settings work, start a test call (browser to browser) at https://app.voxeet.io/.

Make sure that each participant enters the same room name.

Advanced troubleshooting (for practitioners and IT admins)

If none of the above work for a test session between a practitioner on the web version of PhysiApp and a (test) client on the web version of PhysiApp, please:

  1. Open Chrome
  2. Open a tab and type in “ chrome://webrtc-internals” to collect diagnostic metrics.
  3. Start a Physitrack Telehealth call with a test client.
  4. As you start up the Physitrack Telehealth session, the webrtc-internals diagnostic metrics tab will capture how the browser connects to Voxeet / Dolby.
    1. Right-click inside the call popup, click Inspect and go to the Console tab.
    2. Select and copy all the text that you see in the console.
  5. When you're done with your test call, open the diagnostics tab you opened in step 2.

  6. On the top left corner there’s a button called “Create Dump”, click on that and then click on “Download the PeerConnections and Stats Data”.


  7. Send the downloaded text file (trace diagnostics) to support@physitrack.com along with:
    1. the email address of the practitioner account that you tested on;
    2. a description of what went wrong with the call (no audio for practitioner (or patient), no video for practitioner (or patient), call dropped, etc.

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