Frequently Asked Questions

 

Connecting

 

WiFi or Cellular?

We recommend using a device connected to the Internet via WiFi or Ethernet. Cellular or otherwise poor connections will result in diminished connection and in some cases the video chat will not work.

What’s the best devices / browsers to use?

You can use Hippo Health on your desktop, tablet, and mobile device.

  • For your desktop computer, download the free Google Chrome.

  • For your mobile device, download our free iOS or Android app.

My video chat froze or disconnected

If your video chat does disconnect, please tap or click to join the video session again or refresh the page and try again.

My audio in video chat isn’t working on my web browser, even though the microphone is “on”

Check to make sure that the Settings of the Microphone is correct, i.e. that you have selected an active device.


To adjust, once in video chat, click on the Settings button (next to the Microphone button). From the Microphone dropdown menu, select an active device.


I’m still having trouble with video chat

  • Make sure your device has a camera and microphone

  • Check to ensure that you have allowed the app to access your camera and microphone   

  • Close any other programs that are using the camera or microphone

  • Is there a firewall where you are that may be blocking video? If so, try connecting via WiFi on a mobile device

  • If video chat previously worked and does not now, try restarting your computer

 

General

 

How to sign up as a patient/provider?

You will receive either an email or SMS or email invitation with a signup or join URL. If you have not received an invitation but would like to join please contact us.

Are Hippo Health services safe and private?

Yes. All communication via the Hippo Health App is HIPAA compliant, private, and secure.

Having additional trouble?

Please let us know if you have any trouble via the technical support option in the app (on the lower left side dashboard after you sign in) or you can email us directly: help@hippohealth.com.

 

For Providers

Screenshare is only available on Desktop Chrome browser – once you launch video chat. In Chrome, you will need to follow the instructions to enable screenshare in the browser settings. Click the link to view the instructions. In Firefox, the screenshare feature will be available without any adjustment to the browser settings.

Screenshare is not available on mobile native apps or mobile web browsers.

You can screenshare your entire desktop or a specific application. Videos are not supported, whether they are paused or playing.

How do I screenshare with my patients?