Troubleshooting for Virtual Health Support Teams

General Help Center Articles:

• Patient Tip Sheet
• Compatible Operating Systems and Browsers
• Audio Issues
• Video Session Overview

Video Session

The patient didn’t receive or can’t find the link to the session

• For email, have them check spam
• Check that they have Cell phone and Email info in their patient record in the EMR
• Look up the patient in with your Hatch admin and click their name to view the contact info on file, making sure it matches what’s expected
• The provider can launch the session and invite them directly using the “Invite” tab
• Click here to learn how to send an invite from within a visit

The patient clicks on the link but fails to enter the session

• Most issues like this can be resolved if the patient completely closes their browser and all open windows and clicks the session link again from their notification

The patient can’t join the session because their microphone or camera are blocked

• Confirm they are using a supported browser: Chrome, Firefox, Safari, or Edge
• The Duck Duck Go browser is not compatible with browser based video sessions, nor is internet explorer
• Confirm that they approved access to their camera and microphone in their browser
• If blocked, allow access and refresh the page
• Make sure no other applications that use their camera or mic are running
• ie. Zoom, Google Meet, Skype, Teams, Webex, etc.
• Dragon dictation can be used in tandem with a video session
• Have the user close any open browser tabs or applications that could be using the microphone or camera in the background, refresh the page
• Confirm whether the user has an external microphone, video or audio device
• Check that access to the device is allowed by their Browser and computer settings
• Have the patient attempt to join in a different browser, even if they are using a supported browser

The patient successfully joined the session but their audio or video isn’t engaged

• Confirm they are using a supported browser: Chrome, Firefox, Safari, or Edge
• The Duck Duck Go browser is not compatible with browser based video sessions, nor is internet explorer
• Confirm that they approved access to their camera and microphone in their browser
• If blocked, allow access and refresh the page
• Make sure no other applications that use their camera or mic are running
• ie. Zoom, Google Meet, Skype, Teams, Webex, etc.
• Dragon dictation can be used in tandem with a video session
• Have the user close any open browser tabs or applications that could be using the microphone or camera in the background, refresh the page
• Confirm whether the user has an external microphone, video or audio device
• Check that access to the device is allowed by their Browser and computer settings
• Have the patient attempt to join in a different browser, even if they are using a supported browser

The patient successfully joined the session but their video muted, they froze or they suddenly left the session

• If the patient receives a phone call during the session, this will remove them from the session and they will have to rejoin 
• Both parties will receive a notification that the session has been interrupted at that time
• If the patient navigates to another page or application while in the video session, their video feed will automatically mute until they return to the session
• If the patient opens any other application that accesses their audio/video feed, they will be removed from the session and will need to rejoin

Login

A provider can’t log into Hatch

• The provider doesn’t exist in Hatch

• Login with your Hatch Admin account
• Search for the provider
• If they don’t exist, they will not be able to SSO into Hatch

• The provider account is deactivated in Hatch 

• Click here to learn how to find a deactivated account and reactivate it - Re-Activating Users

• The provider has the wrong Username, or a typo in the Username (Logan uses UserPrincipalName (UPN) as the unique identifier)

• Verify what the provider’s username is in the EMR
• Verify what username was created for this provider in Hatch
• If you do not have this information, email Hatch Support and send the provider email address and the username associated with their account in the EMR

• The provider isn’t logged into the EMR, or their login has timed out

• Log out of the EMR
• Close all open EMR or Hatch browser windows
• Re-launch and login to the EMR
• Retry logging into Hatch 

• If none of the above reasons for login failure apply, contact Hatch support and include the following information:

• Email of provider attempting to login
• Provider Username (UPN) listed in the EMR
• A screenshot of any error messages that the provider received when the login failed

EMR Scheduling Integration with Hatch

The patient didn’t receive a notification for the session

• QUICKFIX: If a patient is unable to find their session notification, the provider can invite them from within the session with the “Invite” tab
  • Click here to learn how - Invite Feature
• Common reasons a patient might report being unable to find a visit link notification:
  • If they replied STOP to a reminder in the past, they will need to reply START to the same number in order to resubscribe
    • To find out if this happened, Hatch support has to check for you
  • Email Notifications are sent to the patient’s spam folder
  • The session is scheduled for a time that was already in the past and a notification wasn’t sent
  • The patient didn’t have contact info on file until after reminders were sent

The session was scheduled in the EMR but isn’t showing on the provider calendar

• The patient doesn’t have any contact info (cell phone or email) listed at the time of scheduling
  • Even if the original scheduling in the EMR fails in Hatch, an “update” to that appointment in the EMR will send a message to Hatch and schedule it at that time
  • If a patient doesn’t have a valid SMS number or email listed in the EMR when the appointment is scheduled, it will fail to schedule in Hatch
  • If contact information is added to the patient account after scheduling, the appointment will need to be updated in the EMR in order for it to re-send to Hatch with correct information
• The provider’s NPI doesn’t match the NPI field in Hatch
• Log in to your Hatch admin account
• Click “User Management” and “Providers”
• Search for the provider and click on their name
• View the NPI field under “Personal Information” to locate the Scheduling ID
• To edit the NPI, click on the provider’s name
• Edit the NPI field and click “Save”
  

• The provider doesn’t exist in Hatch
• When this is the case, the appointment will still be scheduled with the patient, but it will not be associated with the provider
• An appointment update will need to be pushed from the EMR to update the appointment in Hatch

Editing Users

“Organization locations can’t be blank” message

• This message (picture below) can be ignored
• As long as you see the change still reflected on the page, it did save properly
• Hatch needs to remove this message in a future update