Having troubles with a video session? These quick tips solve most technical issues. Give them a try, then restart your session and see if things improve.
💡 Keep in mind: Blueprint Telehealth runs entirely through your internet browser — so the performance of your browser directly impacts call quality.
The tips below are designed to help your browser run as smoothly as possible for a better telehealth experience.
1️⃣ Restart your computer
Turn it off, wait a five seconds, then turn it back on. Most people don’t need to do this step, but it can be a quick fix if you want to skip the deeper troubleshooting.
2️⃣ Close all other tabs and programs
Having lots of tabs open can definitely affect your call quality. It's best to close all unnecessary tabs and programs when running a telehealth session.
3️⃣ Reload the page
Sometimes a quick refresh is all it takes!
Mac, press Command + R
Windows, press Ctrl + R
4️⃣ Clear your browser cache
If a page still isn’t loading correctly, clearing your cache can help.
Mac: Press Command + Shift + Delete
Windows: Press Ctrl + Shift + Delete
This opens your browser’s "Clear Data" window — just check Cached images and files and hit Clear.
(Using Safari on Mac? Clear cookies in Safari on Mac)
4️⃣ Fully quit your browser
This is different from just closing the window.
Mac: Press Command + Q
Windows: Press Ctrl + Shift + Esc to open Task Manager. Find the browser under the Processes tab and click End task to quit it completely.
5️⃣ Try Incognito
If you’re using browser extensions (like ad blockers, antivirus, etc), they might be blocking your camera or mic. "Incognito" or "Private mode" disables those by default.
Mac: Press Command + Shift + N
Windows: Press Ctrl + Shift + N
Full instructions on how to open an Incognito browser tab here: Open Incognito mode in the Chrome browser.
6️⃣ Use a different browser
We recommend using the Chrome browser but if Chrome isn't working for you at the moment, using Firefox, Safari, or Microsoft Edge can help rule out browser-specific issues.
7️⃣ Move closer to your router or switch networks
If others nearby are also streaming or on video calls, it can slow things down. A stronger connection can make a big difference!
Try switching to a different network. If you're on wifi and having troubles, switch to a different wifi network. If you're joining from your mobile phone, try turning off wifi to use your mobile network.
Move closer to your router. If a different wifi network or mobile network isn't an option, move as close as you can to your wifi router.
When applicable, you could also ask others on your home network to hold off on streaming until after your telehealth session.