Troubleshooting Your Online Appointment

6 min read

Here are a few useful suggestions that you can try if you’re experiencing any trouble with your Online Appointment.

Have you Verified your Jane Account?

You may have been receiving our emails and SMS appointment reminders, but that doesn't mean that you have ever gone into your Online Booking account to verify your information. This Must be done prior to your TeleRehab Online Session.

Click on the "Book Appointment" button at the top of our web page. This will redirect you to our online(Jane) booking page. Click on the "Sign In" feature at the top of the web page. Please be sure to click on the Sign In option, not the Sign Up option. (this will avoid you having a duplicate account in our system.)

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You will then be directed to verify your username/email. This will result in Jane sending you an email. Go to this email and follow the steps they lay out.

Once you have completed this, close your online booking account. Then reopen using the steps outlined above.

You should now be able to scroll down to your Upcoming Appointments and click on the "Begin" button to start your online session.

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See below for more Troubleshooting Solutions.


Check to make sure you’re using the Chrome browser

Our beta release is best experienced on a computer or laptop using Chrome or Firefox. Android devices work best with Chrome. If you’re on an iOS device (iPhone, iPad) you will need the Jane Online Appointments app which is available on the app store.

Check your internet speed

Check your internet connection at You will need a result of 15Mbps or higher. If you’re seeing a number measured in Kbps, that’s not good news. If your internet connection isn’t great, you will have the option to lower the quality, shut off the video or do an audio only session.

Try changing the video call quality

Online Appointments allow you to change the video call quality if you’re experiencing choppy video or sound. To change the video call quality, click on the 3 dots at the bottom of your Online Appointment:

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Select Manage video quality and choose from one of the lower quality options from the list.

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Close other applications

If you have several applications running at the same time, your Online Appointment session may have to compete a bit harder to run at full capacity. Close any windows or applications that you are not currently using, especially those that may also require use of your microphone or video.

Restart your device and plug in

Just like the best of us, sometimes our computers and phones just need a quick restart to get back in tip-top shape. Try turning off your device and turning it back on to see if that helps improve the overall quality of the session.

Video calls can also be quite demanding, so you’ll want to make sure that you are also plugged into a power source to make sure your device is charged and happy.

Ensure your audio/video is enabled in your browser

Browsers may require that you provide permission for a website to have access to your microphone or webcam. Please ask Google how to enable then for your device.

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Check your computer’s security & privacy settings (MacOS)

If you’re on an Apple computer and the other participant can’t see or hear you, you may need to adjust your computer’s security & privacy settings. You can adjust them on an Apple computer by opening your System Preferences > Security & Privacy.

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Once inside, make sure the browser (Chrome) is given access to the Camera and Microphone. You may need to restart your browser after changing this setting.

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Clear your browser’s cache

Your browser is constantly remembering things for you to improve your browsing experience. But like people, sometimes the browser has things that we’d like them to forget (like an old setting). Do do that, you can clear the browser’s cache to put it back into a clean state.

Since we recommend using Chrome, here’s how you can do that:

First click the More (…) option in the menu that looks like three dots

Find More tools > Clear Browsing Data.

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Then choose the time range to remove. To remove everything, click the dropdown and select All time. Make sure “Cookies and other site data” and “Cached images and files” are checked off as well. When you’re done, click Clear Data at the bottom of the window.

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Temporarily disable ad-blockers and firewalls


Ad blocker extensions in your browser are great at preventing unwanted pop-ups from appearing— however, they might be doing their job a bit too well! Certain ad blockers may prevent the transmission of data between you and the person you are speaking with, which may result in both participants not being able to interact with each other despite being in the same conference room at the same time.


If you run into this issue, temporarily disabling any ad blockers in your browser, then restarting the conference call might do the trick!



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