Troubleshooting technical issues

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From time to time, a technical issue might arise, preventing you from utilizing HealthTap as you believe it was designed. As a first step, sometimes these issues can be quickly resolved by a simple action on your computer/device. 

Please attempt the following troubleshooting methods to possibly resolve the issue:

If you are using a computer:

  • try restarting your browser
  • try clearing your cache, browsing history, and cookies (instructions)
  • make sure your internet connection is fast enough to support a virtual visit. You can check your internet speed at www.speedtest.net. You need Download and Upload speeds of at least 5Mbps
  • try rebooting (turn off and back on) your computer

If you are using an iOS or Android device:

  • make sure you are using the HealthTap application and NOT a web browser
  • if you are using the HealthTap, try closing and reopening the app (instructions for iOS and Android)
  • make sure you are using the latest version of the HealthTap app by checking for updates in the App Store (iPhone and iPad) or Google Play Store (Android devices)
  • make sure your internet connection is fast enough to support a virtual visit. You can check your internet speed at www.speedtest.net. You need Download and Upload speeds of at least 5Mbps
  • try rebooting (turn off and back on) your device

Additionally, you can use this device test website to check the following functions of your device:

  • Location identification
  • Internet connection speed
  • Camera
  • Microphone
  • Speakers

Please note that you will need to give permission for the site to access those functions on your device in order for it to test them.

If none of these troubleshooting methods resolve your issue, please contact HealthTap support for further assistance:

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