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Technical Issues

Use Technical Issues to report audio, video, or connectivity problems during an active video consultation.
This screen allows doctors to submit structured issue reports without interrupting the ongoing session.


This screen includes

  • A More actions menu accessed from the three-dot icon in the call toolbar.
  • A Report a Technical Issue option for submitting call-related problems.
  • An Add an Interpreter option for inviting an audio-only interpreter.
  • A Switch Front/Back Camera option for changing the active camera.
  • A close control (X) to dismiss the menu.
  • The active video call visible in the background, including participants, duration, and controls.

Workflow​

Report a Technical Issue​

important

You can report technical issues only during an active video consultation.

  1. During the consultation, select the More actions icon in the bottom toolbar.
    More actions menu with Report a Technical Issue option
  2. Select Report a Technical Issue.
  3. Review the issue reporting dialog.
  4. Select the issue category that best matches the problem.
  5. Submit the report.
  6. Confirm that the dialog closes and the video consultation continue

Dismiss the Menu Without Reporting​

  1. Select the close control (X) in the menu.
  2. Confirm that the menu closes without submitting a report.

Validations​

These scenarios describe how the app validates access to technical issue reporting.

ScenarioApp BehaviorSDK OutputExample
No active consultation exists.The app hides the More actions menu.No menu state.—
Consultation is active.The app displays the More actions menu.Menu state available.—
User selects Report a Technical Issue.The app opens the reporting dialog.Issue dialog state.—
User submits a valid report.The app closes the dialog and logs the issue.Issue submission confirmation.—

Actions​

These scenarios describe how the app responds to actions in the More actions menu.

ActionApp BehaviorSDK OutputExample
Report a Technical IssueOpens the issue reporting dialog.Issue dialog state.—
Add an InterpreterOpens the interpreter invitation dialog.Interpreter dialog state.—
Switch Front/Back CameraSwitches the active camera when supported.Local device state update.—
Close (X)Dismisses the menu.No state change.—

Troubleshooting Checklist​

tip

Use this checklist before submitting an issue when a user cannot join or maintain a session.

User cannot join session
  • Verify that the browser has camera and microphone permissions.
  • Enable media access in privacy settings.
  • Reload the browser or restart the app.
  • Confirm that the upload speed is at least 2 Mbps.
  • Try connecting through a different network.
  • If the issue continues:
    • Collect session logs.
    • Contact support.

Endpoint Resources​

Present Issue Reporting Dialog​

PUT 

/appointments/{appointment-id}/video-room/issue

Displays the technical issue reporting dialog for the specified video session.

Submit Technical Issue Report​

POST 

/appointments/{appointment-id}/video-room/issue/report

Submits a technical issue report for the active consultation.

Submit Video Quality Metrics​

POST 

/appointments/{appointment-id}/video-room/video-quality

Reports video quality and connection metrics for monitoring and diagnostics.