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Telehealth Troubleshooting

Telehealth has become one of the most useful and successful ways to maintain positive mental health when individuals cannot meet face-to-face with their counselor or therapist. At Harmony Bay, we offer comprehensive telehealth services covering nearly all of our therapies and as a part of many of our mental health and substance use disorder treatment programs.

 

With how popular and important this kind of access is, individuals must clearly understand how to troubleshoot any problems or issues with their telehealth sessions.

 

To join our virtual sessions, you'll need to download Zoom or use the Zoom Web application.

How To Attend A Telehealth Appointment arrow down icon

1

Retrieve your AdvancedMD email

Login to your email provider, using the email account provided to Harmony Bay when you setup an appointment with the Admissions team. You will receive an email from noreply@advancedmd.com. If you do not see it in your inbox, check your spam folder.

2

Connect to your Telehealth session using your computer, phone, or tablet

To quickly connect to your telehealth session on your computer phone, or tablet, click the "to join your appointment" link directly from the email. You will be prompted to enter your last name and date of birth.

3

You are now connected, your provider will be on soon

Once you reach the waiting room, you will know you have successfully connected to your session. Your provider has been notified that you are waiting and he or she will join you shortly. Once they are in the meeting click "Join Call".  You will then be prompted to "Launch Meeting", if you are using a phone or tablet, and have the Zoom app downloaded, the app will automatically launch. If you are using the Zoom Web application, please select "Join From Your Browser".

4

Expand your screen for easier viewing

Once the provider appears, we suggest clicking the maximize icon in the top right of the window to expand the video, this will allow the provider's full picture to be shown.

5

Adjust your settings

If you experience issues with your video or audio, you may need to adjust your settings. (Select the gear icon on the bottom right side of your screen)

6

Open the chat or receive files from your provider

 

The bottom center has a chat icon. Click this to expand a section that includes the ability to chat with the provider and for the provider to share files with you.

7

End your session

When your session is finished click on the red "END" button to end your session.

Troubleshooting Telehealth arrow down icon

Downloading Zoom:

  • Visit Zoom Download Page to install the Zoom app on your computer, smartphone, or tablet.
  • After installation, open the app and sign in using your Zoom account credentials. If you don’t have an account yet, you can create one directly within the app.
  • When it’s time for your meeting, click on the meeting link you received. The app will automatically launch, and you’ll be ready to join.

Checking for Zoom Updates:

Ensure you're using the latest version of Zoom for the best experience. Here's how to check and update:

Desktop (Windows, macOS, or Linux):

  1. Open the Zoom app.
  2. Click on your profile picture in the top-right corner.
  3. Select “Check for Updates” from the dropdown menu.
  4. If a newer version is available, it will be downloaded.
  5. Click “Update” to install. You may need to restart your computer after installation.

Mobile (iOS or Android):

  • Android: Update Zoom via the Google Play Store. If an update is available, you’ll see an “Update” button next to the app.
  • iOS (iPhone/iPad): Visit the Apple App Store and check for Zoom in the Updates list. Tap “Update” to get the latest version.

Disabling Pop-Up Blockers in your browser:

To ensure smooth access to your Telehealth Sessions via your AdvancedMD Patient Portal, follow these steps to disable pop-up blockers in your preferred browser:

Disabling Pop-Up Blockers in Safari:

  1. Open Safari browser.
  2. Select “Safari” menu, then choose “Preferences.”
  3. In the preference pane, select “Security” from the top row.
  4. Uncheck the checkbox labeled "Block pop-up windows."
  5. Close the Preferences window.

Disabling Pop-Up Blockers in Chrome:

  1. Open Google Chrome.
  2. Click the three dots at the top-right.
  3. Select "Settings."
  4. Click "Privacy and security."
  5. Choose "Site settings."
  6. Find and click "Pop-ups and redirects."
  7. Toggle the switch to turn off the pop-up blocker.
  8. Optionally, add exceptions for specific websites.
  9. Close the settings tab to save your changes.

 

We recommend using Chrome for optimal compatibility with web applications. Safari may encounter issues with certain functionalities.

TELEHEALTH THERAPY AT HARMONY BAY

Should you have continued difficulty getting into your telehealth session, reach out to us at 855.765.6399, and our support team will gladly walk you through the process.