Troubleshooting Guide

For any technical or other support issues and if the following actions do not help, please do not hesitate to call our support line at 855.667.9719. If contacting support you may be asked for your IP address which you can identify from your device by entering into Google search, “What’s my IP address?

Note: We will not bill you twice for a visit interrupted by technical issues.

Please let us know how your visit went by filling out our survey (you will receive within a week of your visit) or providing us feedback at BeaconConnectedCare@nullBeaconHeatlhSystem.org

Note: our email box is not monitored 24/7 and should not be used for support questions.

My pharmacy didn’t get my prescription

Recommended Actions:

  • Please call our main support number at 855.667.9719.
  • Our staff will contact the provider and the pharmacy to ensure a connection is made.

I can’t hear the clinician

Recommended Actions:

For Mobile:

  • Check that the volume is not muted or turned down. Check the software volume controls in your system tray (for PCs) as well as any external controls on either your computer or external speakers.
  • If your computer has multiple speaker options, make sure the appropriate speaker is selected for your video visit. This can be checked on the screen showing the provider’s video image in the lower right corner under settings. Click to check the speaker you wish to use.

For Mobile:

  • Check that your phone volume is not muted.
  • If unresolved, try uninstalling and reinstalling the app.

My call dropped

Recommended Actions:

  • Attempt to reconnect to the same provider if possible. 
  • You will not be charged twice if you have to reconnect due to technical issues.
  • For the best visit quality, we recommend connecting via LAN or wi-fi rather than a cellular network. If you are connecting via cellular network, ensure you have a strong data connection.

I can’t see the clinician

Recommended Actions:

  • First, use the chat feature to let the clinician know you can’t see them.
  • Then, try refreshing the video connection (this will take a few moments). Be patient while it resets.
  • If the issue still isn't resolved, call the help desk at 855.667.9719 or try connecting from a different device.

The clinician can’t see me

Recommended Actions:

For Mobile:

  • Be sure that you select “Yes” when asked to allow Beacon Connected Care to use your camera and microphone. If you accidentally selected "No", you’ll need to uninstall and reinstall the app.

For Web:

  • Be sure that your web camera is enabled and uncovered.

For Either:

  • Try refreshing the video connection (this will take a few moments). Be patient while it resets. NOTE: If you refresh multiple times, this may lock your session and you would need to log out and back in.
  • If unsuccessful, try to reconnect or call our support desk at 855.667.9719.

The clinician can’t hear me

Recommended Actions:

For Mobile:

  • Be sure that you select “Yes” when asked to allow Beacon Connected Care to use your camera and microphone. If you accidentally selected "No", you’ll need to uninstall and reinstall the app.
  • The app has the ability to mute sound. Check this setting in your video window to make sure the sound hasn't been muted from within the app.

For Web:

  • Check the settings on your microphone and on your computer to ensure your microphone is both enabled and active.
  • If your computer has multiple microphone options (such as a headset or external microphone), make sure the appropriate mic is selected for your video visit. This can be checked on the screen showing the provider’s video image in the lower right corner under settings. Click to check the microphone you wish to use.

My visit got disconnected

Recommended Actions:

  • If your visit had not concluded, please reconnect and attempt to see the same provider. You will need to complete the visit intake screens again before getting into a queue.

The app crashed before I got into the visit

Recommended Actions:

Please contact the help desk at 855.667.9719 and report the issue. The support agent may ask you for information about the following:

  • Device make and model
  • iOS or Android operating system version
  • What you were doing when the app failed
  • Whether you experienced the behavior more than once

I can’t access or log into Beacon Connected Care

Recommended Actions:

  • Reference the system and network requirements list below to ensure you are using a supported device and browser.
  • Contact the support desk at 855.667.9719 for further help in troubleshooting.