Healthdirect Australia Help Center

    Known issues and limitations

    8th May 2020

    Known Issue/Limitation

    Users who have been added to multiple clinics before they create their account only see the account for the invitation that they accept. 

    In order for that user to gain Clinic A and Clinic C access, they need to find the invitations for those clinics and go through the create account process again. They can enter the same details when they go through this process again (ie, use the same password) and the access will be granted.

    Example: If a user is invited to Clinic A, B and C before they create an account, then the user clicks “create account” on the email for “Clinic B” they will only see “Clinic B” on their dashboard when they login.
    Our current workaround for this is to invite a user to a single clinic and have them accept the invitation first before you add them to multiple clinics.
    iOS devices may sometimes not send audio stream correctly. Occasionally an iOS device will have a video call where the audio stream is not sent correctly. This can happen on both iPhone and iPad devices. If this occurs, simply refresh the call. This will  reload the audio stream correctly 
    The On Hold experience for callers now includes a small active video that enables the patient to see themselves while on hold. This prevents the phone from going to sleep as a result the callers stay on hold in the waiting area. The phone may still go to sleep if the caller moves away from the screen (e.g. open another app) or closes the browser window. A user moving away to another screen may also make the self-view video disappear.

    Previously callers on iOS devices that were put on hold would experience their phone screen going to sleep because there was nothing active in their user interface. When that happened, the patient would disappear out of the waiting area, with the patient unaware that this had occurred.

    The On Hold experience for callers now includes a small active video that enables the patient to see themselves while on hold.

    Ensure the iOS device remains on the call screen so as not to go to sleep.

    Microsoft Edge Version 44 is now available on iOS and Android, but only the Android version works for healthdirect Video Call. 

    Previously, Video Call was not supported on the Microsoft Edge web browser; however, the new version 79+ is supported on Windows 7, 8, 8.1 and 10, and MacOS10.12+.

    We do not recommend these browsers, but instead, encourage you to continue using the pre-installed native browser on IOS (Safari) and Android (Google Chrome).

    Device and bandwidth information for all participants in a video call

    1. It may take up to 60 seconds to gather and therefore display accurate information.

    2. Bandwidth statistics are only displayed when a peer has an active connection to at least one other peer. For instance, if you have a single guest on hold in a call, the bandwidth will display ‘No information’ until there is an active connection again

    3. The bandwidth measurement is the sum of all the bandwidth usage across all active peer connections. This means that if you are connected to 2 other peers, and your connection with one has 250kbps upstream, and the other 500kbps upstream, then you should expect to see 750kbps upstream displayed here

    4. Because the measurements are based on the active peer connections, the numbers indicated do not necessarily represent the maximum bandwidth capability of an individual's network connection, but rather, the current usage of the connection to each other. In a peer to peer environment, someone with a fast connection can only send data as fast as a person with a poor connection can receive it. Exceptions to this for services with call recording enabled as connections involve Coviu's SFU, and not directly to another peer. In that case, the connections will report on each peers connection to the SFU, so you will see a fast connection represented as such, and a bad connection similarly displayed as poor.

    5. The quality settings in a call will affect the amount of bandwidth used. For example, if a peer who has a fast connection has set their quality settings to ‘Bandwidth restricted’, this (just as with the traffic lights) will report their bandwidth as bad, because the connection use will be low (despite them having additional capacity). This does make me think that we should also report the quality setting selected by a user on this screen as well.

    Recording function on iPad Using the recording function on an iPad is currently unavailable. You will see a red error message. There are no options to record on an iPad until Apple updates its functionality to allow this. 
    Add ons: Uninstall option  The following add-ons that enable the corresponding Video Tools are set and cannot be uninstalled: 
    • Share an image or PDF
    • Start a screenshare
    • Add a whiteboard
    • Share a document camera
    These tools will be available to all video call users. 
    Find New Add-ons This feature is not enabled. You cannot currently find and install new add-ons or add-ons you have previously uninstalled.
    Screenshare - certain Microsoft applications  

    When a user tries to share certain Microsoft applications (including Excel and PowerPoint), they do not appear for selection in the application window or they do not share correctly (this is a limitation of WebRTC which allows video call to work in real time).

    When choosing what to share, select the Entire Screen, rather than Application.
    Finding add ons Add-On search function is currently unavailable. When clicking the search button the system will bring out back to your homescreen.  We plan to open up add-ons in the future and will include in a future release. 
    Microphone precall on Mac When running a precall test on Mac, users are unable to successfully connect a Bluetooth connected microphone (eg headset). You will see a red error message stating "You do not have a microphone that meets the requirements for the call". Ensure your headset is on and 'awake' by pressing one of the buttons. Ensure the mic is not muted.
    Please note: even though the external mic may fail the precall test, it is likely to work in an actual video call.

    Xiaomi Redmi Note 3 and Oppo A73

    Xiaomi Redmi Note 3 and Oppo A73 do not support Android/Chrome to iOS/Safari video calls
    Cold transfers displaying important information of the transfer clinic destination Since the migration to the new platform infrastructure transfers are behaving differently. This only effects users who are cold transferred. If the call is answered before being transferred across this will resolve the need to click the continue button again. 
    Platform level reports for long periods may not render Running a report for longer than two months as a user with many Organisational Units may result in the reports not being rendered. Reporting is now restricted for a 2-month period. Calendar date range is greyed out beyond 2 months from start date of the reporting period required.
    Ability to "add to call" from another clinic It is not currently possible to "add to call" a caller from another clinic.   Transfer the call that you would like from the other clinic to the clinic that you are already in a call in.  
    Last Name Field not Mandatory Callers can enter into a call without entering their last name. Advise users that they must enter in both First and Last Name if this is a mandatory requirement for your caller base.
    Safari - Restart camera button does nothing The restart camera button when entering a call on safari does nothing. This is a current limitation of Safari and will be resolved when Apple update their version of webRTC. For now simply advise users not to press this button.
    iOS devices - Switching cameras may not work automatically Switching from front to rear camera may not automatically switch the camera. Press the refresh button after you have switched the camera to resolve this issue.
    Short URLs currently being created for Short urls normally in the format of are generated with an alternate URL You may still use short URLs in the correct format by entering the unique domain name after
    Login issues Some users are experiencing issues being able to successfully logon or create an account. See references article here

    Can’t find what you’re looking for?

    We are currently setting up a GP-specific support line.

    In the meantime please use these other support options.

    Email support

    or speak to the Video Call team on 02 8069 6079

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