Dr. Rob’s Video Transcript
Troubleshooting technical problems.
That’s an important job for the digital health navigator, because several systems are involved in order to have a patient’s clinical status be communicated in real time or maybe store-and-forward email-like attachment to a telemedicine system.
I would always start with the connectivity and verify where you’re at with the phone and the wireless internet connection. If it’s wireless, then you’re dealing with the router, and go from there to the device. Is it connected to the internet? Test it against other websites that are always changing, like CNN or CBS News or something where every couple of minutes it’s a little different so you know that you’ve got something going.
Test your way back all the way through to the devices.
So that’s one aspect of it: put in place a checklist for yourself of what the issue is, and then for that issue, put together for yourself what the solution is or who you can contact to help you with that.
For the internet provider, it might be different from the person who makes the router, which might be different from the help screen on the computer, or different from your Apple support person for a different device.
Secondly, always check your connectivity before an appointment and make sure things are working, or cancel the appointment, or get someone on the phone to help fix it. There is no shame in asking for help if you learn from the encounter.
Learn It
Digital Navigators must be equipped to troubleshoot common technical problems users face during telehealth visits. These issues may include weak internet connections, frozen video, audio malfunctions, password errors, or device setup difficulties. Navigators should understand the basic technical requirements of telehealth platforms—bandwidth, browser compatibility, app updates, device settings—and be able to guide users step-by-step through solutions. Strong troubleshooting skills ensure appointments run smoothly and reduce frustration for patients and providers.
For Digital Navigators and Users
Digital Navigator Quick-Start Guide
Step 1 — Greet & Build Comfort
- Ask about their day; start simple.
- Confirm what they want to accomplish today.
- Explain your role: “I’m here to help you feel confident using telehealth.”
Step 2 — Assess Digital Skills
- Can they open apps?
- Do they know how to adjust volume or camera?
- Can they enter passwords or navigate basic menus?
Step 3 — Hands-On Demonstration
- Let the user hold the device—don’t take it from them.
- Demonstrate each feature slowly:
- logging in
- joining a video session
- testing audio/video
- uploading or entering health data
- Allow them to repeat the steps independently.
Step 4 — Troubleshoot Calmly
- Work through the checklist above.
- Break tasks into simple instructions.
- Reassure the user after each successful step.
Step 5 — Connect Tools to Their Health Needs
- Show how their device readings support their treatment.
- Explain how to message providers or review instructions.
- Help them understand why telehealth tools matter.
Step 6 — Practice + Repeat
- Have the user join a “practice call.”
- Ask them to show you they can navigate the platform alone.
- Review any steps they found confusing.
Step 7 — Provide Follow-Up Support
- Offer a tip sheet or saved instructions.
- Answer remaining questions.
- Schedule a check-in before their next telehealth visit.
Here is a checklist for your consideration.
Before the Appointment
- □ Check Wi-Fi or internet connection
- □ Restart your device (clears glitches)
- □ Charge device or plug it in
- □ Close unnecessary apps or browser tabs
- □ Open telehealth platform early to test controls
- □ Update app or browser if prompted
- □ Gather medical devices (BP cuff, scale, glucometer, etc.)
Audio Issues
- □ Make sure microphone is not muted
- □ Check device sound settings
- □ Plug in or unplug headset to reset audio
- □ Restart telehealth app or browser
- □ Try a different device if audio cannot be restored
Video Issues
- □ Make sure camera is not blocked or covered
- □ Allow camera permissions in settings
- □ Test front vs. back camera
- □ Improve lighting facing the user
- □ Restart app or switch browsers if video freezes
Connection Problems
- □ Move closer to Wi-Fi router
- □ Switch from Wi-Fi to mobile data (if allowed)
- □ Turn Wi-Fi off and back on
- □ Limit other streaming in the household
- □ Use Ethernet cable if available
- □ Join the session by phone if video fails
Login Problems
- □ Double-check username and password
- □ Reset password if needed
- □ Use the same email used for account setup
- □ Clear browser cache if login loops
- □ Try another browser or device
If All Else Fails
- □ Restart device
- □ Reinstall the telehealth app
- □ Contact the provider’s support line
- □ Switch to a phone visit if medically appropriate
Live It
Practice troubleshooting by simulating common telehealth problems on your own device: turn off Wi-Fi, mute the microphone, block the camera, or use an outdated browser. Work through the steps needed to restore functionality. Teach a friend or family member how to check their internet connection speed, restart equipment, adjust audio/video settings, or update an app. Notice how calm problem-solving builds user confidence and reduces stress.
Share It
Create a simple resource titled “Top Telehealth Troubleshooting Tips.” Include steps like: check Wi-Fi, restart the device, test sound and camera, update the app, try another browser, and verify login information. Share your guide with classmates or in your Force for Health feed. Encourage others to practice these skills so they can help patients stay connected, prepared, and confident during telehealth visits.
