Technical FAQ

Do you have a question you haven't been able to find the answer for? Take a look at some of our most frequently asked questions below.

I need to rejoin the appointment, how do I reconnect with my patient?
Where do I verify/setup permission in Google Chrome? 
My webcam on my laptop is facing the wrong direction, how do I fix this?
Why do I see a black screen? (Tablet/Smartphone)
What do I do if my question isn't answered here?

Q. I need to rejoin the appointment, how do I reconnect with my patient?
If the appointment was not completed, the patient can re-enter the same appointment. If the appointment was completed, a new one will need to be created. You will be able to join once the patient has re-entered the appointment. (top)

Q. Where do I verify/setup permission in Google Chrome?
Cut and paste chrome://settings/search#camera into your Chrome web browser.  You will then want to click on "Content Settings" then scroll down until you see the Microphone and Camera Settings.  

  • A second option would be by clicking on the green lock on the left-hand side of the web address bar. Select "Allow" for both the microphone and camera. (top)
Note: Using this method you will need to do this by being logged into y our account on  Chiron Web

Q. My webcam on my laptop is facing the wrong direction, how do I fix this?
With Chrome opened, locate the camera icon on the right-hand side of the URL (Address) bar.  

  • Click the Camera drop down and switch the option to ‘Microsoft Camera Front’ or any other similar option for the  front-facing  camera
  • Press Done
  • Refresh Page

You can also click on the three dots in the upper right-hand corner of your browser and select Settings > Advanced Settings > Privacy > Content Settings Button > Camera > Select the Front camera from the pull-down menu.   (top)

Q. Why do I see a black screen? (Tablet/Smartphone)
This has happened due to the patient closing and/or minimizing the mobile app. The patient will need to rejoin the appointment to resolve this issue.  Patients will need to reach out to our live technical support team for assistance if they are unable to complete this process.  (top)

Note: When talking to your patients about telemedicine, please remind them to have a strong connection and to not minimize the app after connecting to their appointment

Q: What do I do if my question isn't answered here?
For questions not covered here, please feel free to contact us at any time! (top)

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