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Provider Technical FAQ As of May 5, 2020

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Provider Technical FAQ As of May 5, 2020 Provider Technical FAQ As of May 5, 2020 Contents Web ............................................................................................................................................................................. 2 1. What is an Operating System (OS) and how it affects my access to Teladoc Health? ............... 2 2. What browsers does Teladoc Health support for access to the Web portal? .............................. 2 3. How do I make sure my device supports video consults? ......................................................... 3 6. How do I enable my audio? ....................................................................................................... 5 7. Why am I prompted to update my installed Teladoc Health Video Software? ........................... 6 Mobile .......................................................................................................................................................................... 6 8. Which Mobile devices are supported by Teladoc Health? .......................................................... 6 9. Do I have to download the app on my mobile device, or can I use a browser? ....................... 6 10. I received notification of a new Provider app version. What should I do? ............................ 6 11. How do I know what version of the Provider app is on my Iphone/Ipad? .............................. 7 12. How can I ensure I have the best video performance on my mobile device?.......................... 8 General ........................................................................................................................................................................ 8 13. How can I improve my internet connection? ............................................................................ 8 14. What are the bandwidth requirements for video consults? ...................................................... 8 15. How do I take a screen shot to send to Provider Support? ....................................................... 9 16. How do I know if I have a good signal? ................................................................................ 10 17. What if the member is having video issues? ......................................................................... 10 18. What should I do if I can’t get my video to work? ................................................................. 11 19. How do I Switch to a phone consult? ..................................................................................... 11 20. What if I’m still having issues after following the tips and suggestions above? ................... 12 Page 1 of 12 Web 1. What is an Operating System (OS) and how it affects my access to Teladoc Health? Operating system (OS) is what allows applications to run on a piece of hardware. Operating systems are designed for specific hardware (Windows OS for PC and Mac OS for Mac). Operating systems are frequently updated with fixes and enhancements and often, when old version of OS are unable to keep up with changes, they are taken out of circulation. Running an out-of-date OS is a risk as many applications rely on new/enhanced OS features to run properly. To make sure you are up to date with your OS, please do the following: 1. Make sure to Update and Restart your device at least once a week to allow installation of fixes and enhancements. (Windows: https://support.microsoft.com/enus/help/12373/windowsupdate-faq Mac: https://support.apple.com/guide/mac-help/get-macos-updates-mchlpx1065/mac) 2. Make sure you are using a supported OS version on your device at all times (Windows: https://support.microsoft.com/en-us/help/13443/windows-which-version-am-i-running Mac: https://support.apple.com/en-us/HT201260) 2. What browsers does Teladoc Health support for access to the Web portal? It is recommended that you use Google Chrome browser on devices running Windows Operating System and Google Chrome or Safari browser on devices running Mac Operating System. Please ensure the latest version of browser is downloaded for best results. Use the following links to download the latest version of Chrome or Safari Chrome: https://www.google.com/chrome/browser Safari: The Safari web browser is installed and updated as part of the Mac operating system. To install the latest version of the Mac OS, use this link https://support.apple.com/en-us/HT201541 Other browsers such as Firefox and Internet Explorer are not supported by Teladoc Health. Using a nonsupported browser may result in system performance issues. Note: We recommend using a native Teladoc mobile app when using a mobile device. Please see Mobile section below for recommendations. Page 2 of 12 3. How do I make sure my device supports video consults? Teladoc Health offers a video test to help providers make sure their device is set up for video. Providers can test their video whether or not they are logged into their account. To test your video while logged in please click on the respective link in the Quick Links section To test your video when not logged in please use the link under the login window. The test covers your audio, microphone and camera to help you identify any issues with any or all of these components. If all components are in order you should see Passed on all three: Page 3 of 12 In the event one of the components fails the test, you may need to seek professional help from your hardware support to be able to use the video. If your device passed the test and you still experience issues with one of the video components, the issue may be with your software (OS, browser, improperly installed audio/mic/camera drivers) or with connectivity. To rule out general software/connectivity issues, follow these steps: 1. Try using a different video conference application on your device (skype, zoom, etc) to make sure your audio/microphone/camera are working. If you are unable to use your video components on nonTeladoc applications, the issue is likely with the OS/browser and not with the Teladoc Health application. 2. Make sure you are connected to a network that is in turn connected to the internet (Windows: https://support.microsoft.com/en-us/help/4027616/windows-check-your-network-connectionstatus Mac: https://support.apple.com/guide/mac-help/check-network-connection- utilitymacmchlp1692/mac). A broken or weak internet connection may affect your video functionality and prevent you from using it altogether. See below for specific component troubleshooting. 4. How do I enable my microphone? Use the links below for information on how to enable the microphone on your computer. Page 4 of 12 Windows: https://www.tenforums.com/tutorials/80323-enable-disable-microphone-windows.html Mac: https://support.apple.com/guide/mac-help/control-access-to-your-microphone- onmacmchla1b1e1fe/mac For microphone performance issues see the complementary Provider Troubleshooting Guide for suggestions. 5. How do I enable my webcam? If you see a black screen instead of an image during the video test, the camera may not be turned on or is not set up properly on the computer. Use the links below to troubleshoot you webcam on latest versions of Windows and Mac OS. Windows 10: https://support.microsoft.com/en-us/help/13753/windows-10-camera-does-not-work Mac: https://support.apple.com/guide/mac-help/use-the-built-in-camera-mchlp2980/mac 6. How do I enable my audio? Use the links below to troubleshoot your audio on latest versions of Windows and Mac OS. Windows: https://support.microsoft.com/en-us/help/4520288/windows-10-fix-sound-problems Mac: https://support.apple.com/en-us/HT203186 Page 5 of 12 7. Why am I prompted to update my installed Teladoc Health Video Software? The video software may have been updated since your last visit. We frequently provide fixes and enhancements to our video software to improve user experience. Mobile 8. Which Mobile devices are supported by Teladoc Health? Teladoc supports only IOS mobile devices. We do not support android mobile devices at this point in time. Please refer to our list of supported devices and IOS versions <link>: 1. IPhone 7 or newer running the latest IOS version 2. iPad 2 or newer running the latest IOS version It is important to have the latest version of IOS on your IPhone, IPad and Mac devices. Use the link below to get the latest software updates. https://support.apple.com/en-us/HT201222 9. Do I have to download the app on my mobile device, or can I use a browser? We recommend you do not use a browser (safari or chrome) on your mobile device. Setting up the app on your device is simple and easy and prevents recurring performance issues that are hard to resolve in browser. Follow these easy steps to download and install the mobile app: 1. Go to https://provider.teladoc.com on your iPad/iPhone and log into your account. 2. On the right column of the Teladoc homepage, click on the Teladoc logo in the purple square to download the app. 3. Click the install button. 4. Go to Settings -> General -> Profiles or Device Management -> Teladoc and click Trust 10. I received notification of a new Provider app version. What should I do? Software applications, and especially mobile applications, are constantly being updated and improved. We strongly encourage you to use the latest version of our mobile app with the recent fixes and enhancements. Regular update of the mobile app will ensure that you have all the latest features and bug fixes available for the best user experience. You can update your mobile app following these steps: Page 6 of 12 1. Open your
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