Symptom
The quality of the video and/or audio during the telehealth visit is less than ideal, audio is breaking up, or there are visible artifacts (pixelation) on the screen.
Isolating the Issue: Provider vs. Point of Care
Connection issues can stem from either the Clinician's side (Provider) or the Patient's side (Point of Care). To determine the source of the instability, perform the following network tests on the respective devices:
- For the Provider (Clinician):
Run the diagnostic test here: https://tytocare-provider.testrtc.com/ - For the Point of Care (Patient/Nurse):
Run the diagnostic test here: https://tytocare-poc.testrtc.com/
Note: A "Fail" result on either throughput, packet loss, or latency indicates which network is causing the quality degradation.
Possible Causes
- Weak Wi-Fi signal strength at the Point of Care or Provider location.
- Insufficient bandwidth (Upload/Download speeds below minimum requirements).
- Network congestion or firewall restrictions.
Suggested Solutions
- Proximity: The patient should move closer to the Wi-Fi router with the Tyto Device and mobile device to improve signal strength.
- Hotspot: If Wi-Fi remains unstable, switch the mobile device or tablet to a cellular hotspot connection.
- Bandwidth Check: Ensure the network meets the minimum requirement of 2 Mbps (upload and download) for a basic connection, or the recommended 5 Mbps download / 4 Mbps upload for optimal quality.
