Troubleshooting video calls

There are two main components to video calls on Physitrack:

  1. Presence detection
  2. The video call

Presence detection

  • When a practitioner assigns a program to a patient (client), or invites a client to join a video call, the client logs in to their PhysiApp (or custom version of the patient app) access code, via web, Android or iOS.
  • When a client is logged in, the client shows up as "Online" in the list of clients
    Note: when a client self-registers in an Auto-Intake form and starts a video call after having completed the form, the client is also shown as online.
  • When a practitioner starts a call to an "Online" client, the client will receive a notification of an incoming call.

If you are experiencing issues where either the practitioner or the client are not showing up as online, please email Physitrack support using the "Contact us" link above.

The video call

A video call inside Physitrack consists of a private, secure video "chat room" in which different types of media are sent between practitioner and client.

Compatibility

  • Practitioner
    • Physitrack for iOS (screen sharing & exercise streaming not supported)
    • Google Chrome, Mozilla Firefox, recent versions of Internet Explorer
      • Apple Safari is not supported.
      • Screen sharing is only supported on Google Chrome and Firefox.
      • Internet Explorer may require installation of an additional plugin. If necessary, you will see this in the call interface.
  • Client (patient app)
    • PhysiApp (or custom version of PhysiApp) for iOS or Android, running on a reasonably recent device
    • PhysiApp (or custom version of PhysiApp) running in Google Chrome, Mozilla Firefox or a recent version of Internet Explorer.
      • Apple Safari is not supported.
      • Internet Explorer may require installation of an additional plugin. If necessary, you will see this in the call interface.

No audio or video

If audio or video don't work, it could be that you have another app(lication) running that is using your camera and/or microphone. E.g. Skype or Zoom. Please check that your camera and microphone are not in use by other programs.

If this is not the case, and/or if you see a firewall or network error, please run the tests in the order below and email the results to us using the "Contact us" link above.

  1. https://tokbox.com/developer/tools/precall/ (save the test results at the bottom and include them in your email to us)
  2. https://test.webrtc.org/
  3. https://test.webrtc.org/?test_filter=Network latency
  4. Try connecting to yourself to apprtc.appspot.com. This will put you in a random room, open that url in another tab to see if you can connect to yourself.
  5. Make sure that your office firewall lets through traffic for video calls (read about firewall settings)

Get in touch: Contact Physitrack Contact Physitrack