Virtual Visits: Technical Support

Having Trouble with your Virtual Appointment?

If you are having trouble successfully testing your device or have experienced technical issues during one of your virtual visits, the following are some of the most common issues:

  • Poor internet connection.
  • Using the incorrect browser for your device. (Internet Explorer and Microsoft Edge are NOT supported)
  • Device or Browser settings need to be set to allow access to the camera and microphone.
  • Device needs to be updates.

What to look for

Update your browser: Make sure you’re using the most up to date browser for your device. For detailed instructions on how to update, click here.

Laptop or PC ComputerUpdate your Windows or Mac PC browser to the most recent version. Note that Microsoft’s Internet Explorer and Edge browsers are not supported.
Android Compatible Mobile PhoneUpdate your Android compatible mobile device to the most recent operating system (verion 8 or later).
Apple iPhone or iPad iOS deviceUse an iPhone 6s / iPad 2 or later. Update your device to the most recent operating system (version 11 or later).
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Check your email: If you do not see your email or text message with your virtual visit link, check your email’s spam folder for an email from or search keyword OTTO. If you are still unable to locate the links, contact us at 877-800-5722 for technical support.

Enable your camera and microphone: Make sure to adjust your browser and device settings to allow access/permission to your camera and microphone. For Chrome and Firefox users, look for a lock or camera icon next to the address bar to allow access. Make sure to refresh the page before proceeding. If you are having trouble with your webcam, click here.

Test your internet connection: Poor internet connectivity can affect the quality of your visit. For optimal security and performance, avoid using public or shared WIFI. To improve connection, reduce the number of devices connected to your internet source during your visit. If your test indicates a poor connection, you will likely experience issues during your visit.

More Information: For more information click the links below. You can also call to speak with one of our OTTO Support team members who are available from 8:00 AM – 5:00PM, Monday through Friday. To reach us, call (877) 800-5722.