Even with the best technology, occasional hiccups are part of the telehealth experience. What matters most is knowing how to respond—so you can stay focused on your clients, not on tech stress. By learning how to troubleshoot and access support in Teleo, you’ll feel more confident, resilient, and ready to deliver excellent care no matter what comes your way.
Common Technical Issues—and Quick Fixes
Camera and microphone permissions
If you are having trouble connecting your camera or microphone, or if your client can’t see or hear each other, first check that your camera and microphone permissions are enabled in your browser and device settings. Try refreshing your browser or switching devices if needed. If the problem persists, confirm that no other applications are using your camera or microphone.
For a list of browser-specific steps, check out the Teleo Clinician Resource Center article.
Activities not loading
If activities aren’t loading, check your internet connection and make sure you’re using a supported browser (like Chrome or Edge). Refresh the browser, and if possible, close unused tabs or apps that might slow things down. If issues persist, try logging out and back in.
Session interrupted by internet connectivity issues.
During a session with a client, if you notice a “Connecting to the room…” message, here are some steps you can take to troubleshoot:
Wait 30 seconds: Allow Teleo to reconnect. At this time, your client should also be reconnected.
Check your internet connection: If the network indicator appears, try checking the speed of your internet connection.
Rejoin the session: If the problem persists, try rejoining the session using the original link.
Network Indicators
If the network indicator appears (see images below), try checking the speed of your internet connection here.
I see a security warning when trying to open a website activity I know is safe
Here's a quick tutorial on how you can bypass the "Warning: Potential Security Risk Ahead" screen – there's no real security issue here since any website is totally safe to use!
Accessing Teleo Support—Live Chat, AI, and More
Teleo’s live chat support is accessible directly within the platform. Click the chat icon in the lower right corner to initiate a conversation. First, our AI-powered support bot, Fin, will attempt to answer your question using our support resources. If you need further assistance, our support team is ready to help. Most inquiries are addressed within seconds, allowing you to return to your session quickly.
Use live chat for urgent technical issues, feature inquiries, or any other assistance you require. Our support team is friendly, knowledgeable, and prepared to assist clinicians and staff at all levels.
Escalating Issues
If your issue isn’t resolved by AI or live, you can escalate it to Teleo’s engineering team or your organization’s super users. Provide as much detail as possible—date of the issue, screenshots, error messages, and steps you’ve tried—to help resolve the problem faster.
You can reach the Teleo team at [email protected]
Tip: Teleo grows with your feedback! Don’t hesitate to share your ideas, report bugs, or suggest new features—your voice shapes the platform for everyone.