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Prepare for Your Video Visit

What technology is required?

You must use a smartphone or tablet computer for your video visit. Apple devices and Android devices will work.*

Quick Start

  1. Download the Connector app for iOS. Proceed to #2 for Android.
  2. Launch video visit from the link in your appointment confirmation text or email.
  3. When prompted, grant permission to access your microphone and camera.

*How to determine whether you have an Apple or Android device

  • The easiest way to tell if you have an Apple device is to look at the back. If you see an Apple logo, and the words iPhone or iPad, you have an Apple device.
  • Most other smartphones are Android devices. This means they run on the Android operating system. You likely won’t see the word Android anywhere on the device, but you may see the name of the device manufacturer and the model name. Some common types of Android smartphones include: Samsung Galaxy, Google Pixel, Motorola Moto, OnePlus.


  • Make sure your phone screen does not lock or go to sleep.
  • Be sure to hang up at the end of your video visit so that your phone does not continue to broadcast audio.
What do I need to participate in a video visit?
  • The text or email links sent from your doctor’s office.
  • A mobile device (phone or tablet). Apple and Android users have different requirements.

Apple iPhone/iPad users will first need to download the Connector app.  You may receive this link directly from the practice, or you will see the link on the landing page for your visit.  Please install ahead of time, and then close the app.

  1. Download the Connector app. You must first complete this step for the video visit to work.
  2. Once the app is downloaded, ensure that the Connector app can access your device microphone and camera. 
    • Open phone settings.
    • Locate the Connector App.
    • Verify Vidyo has access to both camera and microphone, using sliders if needed.
  3. Five minutes before the scheduled appointment time, click the appointment text/email link to connect to the video visit and wait for the provider to join.  Do not load this page overly early, as it gets stale within one hour and the links will no longer work.
Vidyo Mic and Camera

Android users do not need to download any app.

  • You may be asked to allow your browser (Chrome) to have access to your microphone and camera.  Please allow this in order for your video visit to proceed.
  • You can ensure that the Vidyo app can access your device microphone and camera by checking the settings:
  • Open Chrome, then in the upper right, tap the three dots ⋮
Chrome settings
  • A dropdown appears. Scroll down then click Settings.
Chrome dropdown
  • Settings appears. Scroll down and tap Site settings.
Chrome site settings
  • Site settings appears, look for the word “blocked” under Microphone or Camera
  • If either device is “blocked”, tap the device, then click the slider to enable it.
Chrome Mic and Camera
  • When you are ready to begin the video visit, click the text/email link.
Where should I do my video visit?

It’s important that your video visit is private and that your doctor can see and hear you clearly. To help ensure this, please do the following:

  • Set up in an indoor location that is private. A quiet room with a door that closes is ideal. This way you can be sure that the conversation between you and your doctor is private.
  • Make sure that the area you are in has good lighting from either a window or a lamp (or both!). The light should be directly on your face. For example, if you are using a window, please sit in front of the window facing it directly. This allows your doctor to see you better, which helps in examining and diagnosing you.
How do I reschedule or cancel a video visit?

Please call your doctor’s office to make changes to the scheduled appointment.

Can I reuse a link from a previous visit?

No, video visit links are unique to each appointment and will expire after the visit.

Need more help?

Check our troubleshooting tips.