eVisit Help Centre

eVisit: Your Virtual Appointment

eVisit Overview (en Français

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An eVisit is a private, secure, face-to-face appointment typically between a health care provider and their patient(s).

eVisits allow you to attend an appointment from wherever you are, eliminating the barriers of time and distance, giving you a whole new level of convenience, efficiency, and independence.

Your eVisit will be private and confidential.

Just like an in-office health care appointment, it can be seen and heard only by you and your health care provider.

How to Join Your Appointment

For step-by-step instructions, choose an option below to understand how to prepare for and connect to your appointment. Or view a training video: Connecting via a mobile device or Connecting using your computer.

I have a computer or laptop

Equipment	PC or Mac computer with webcam, speakers, and microphone. See detailed requirements for PC/Windows or Mac.
Browser	Chrome
Internet Connection	To ensure a high-quality video visit, you need to check that your internet connection has enough speed, quality, and strength. Test your internet connection using speedsmart.net or fast.com (minimum speed: download 5 Mbps; upload 0.77 Mbps). If the test shows poor results or if you have a limited data plan, you can reduce the bandwidth used by the video visit.
Test before the appointment	Run a self test: Open your appointment email invitation and click the link in the Make a Test Call section. (Look for an email with the subject "Video eVisit Appointment".) Click in the Self Test section. If you have not joined a video visit before, enter a Name in the Welcome pop-up and click OK. Allow access to your camera and microphone. A self-view video with a “You’re invited to” panel appears. Check your self-view for both the quality of the video signal and your video image. To end the self test, close the browser window.
On the day of the appointment	Open your appointment email invitation. (Look for an email with the subject "Video eVisit Appointment"). Click using Chrome. If this is your first video visit, enter a Name in the Welcome pop-up and click OK. Allow access to your camera and microphone. To join the video visit click . Enter the PIN given to you by the organizer (if provided) and click . If you join first, a "Waiting for the host" screen appears until the other participant joins the call. (Note: Your camera automatically turns on when you connect.)
More information	See detailed instructions for PC or Mac.

I have a smart-phone or tablet

Equipment	Android phone or tablet (version 7+); iPhone or iPad (version 15.2+). See detailed requirements for Android or iPhone/iPad.
App Download	iOS/Apple Pexip Infinity Connect app or Android Pexip Infinity Connect app Download and install the app for your device. Make sure you follow any on-screen prompts to allow access to Calendar, Camera and Microphone. In the Welcome screen, enter the Name you want displayed to other participants.. iOS setup Android setup .
Internet Connection	To ensure a high-quality video visit, you need to check that your internet connection has enough speed, quality, and strength. Test your internet connection using speedsmart.net or fast.com (minimum speed: download 5 Mbps; upload 0.77 Mbps). If the test shows poor results or if you have a limited data plan, you can reduce the bandwidth used by the video visit.
Test before the appointment	Run a self test: Open your appointment email invitation from your mobile device and tap the link in the Make a Test Call section. (Look for an email with the subject "Video eVisit Appointment"). Tap in the Self Test section. To test the video visit, tap . Enter the PIN given to you by the organizer (if provided) and tap If the call is successful, a "waiting for the host" screen appears with your self view.
On the day of the appointment	Ensure your device's battery is fully charged and not in power saver mode. Open your appointment email invitation from your mobile device. (Look for an email with the subject "Video eVisit Appointment). Tap Tap . To join the video visit, tap . Enter the PIN given to you by the organizer (if provided) and tap . If you join first, a "waiting for the host" screen appears until the other participant joins the call. (Note: Your camera automatically turns on when you connect.)
More information	See detailed instructions for iPhone, iPad or Android.

Frequently Asked Questions (FAQ)

Who should I call to reschedule or cancel my appointment?

If you need to reschedule the appointment, contact your health care provider's office (or whoever set up your appointment).

I see a video screen, but it shows only myself. What should I do?

If you are using a mobile device, you might not have joined the videoconference yet. When the Infinity Connect app video screen appears, you need to tap the Video option ().
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What should I do when I see a "waiting for the host" screen?

The "Waiting for the host" screen appears when the person hosting the videoconference (e.g., your doctor) has not yet joined the call. Remain connected and be patient. When the host joins the call, the host's video image replaces the "Waiting for host" screen and the video call can begin.

Another reason you remain in a 'waiting' state could be because the host has locked the conference. Contact the event host and ask them to unlock the videoconference.

How do I fix connectivity or video quality issues?

Connectivity issues can cause poor video quality. For example, if your internet connection is trying to do too many things at once or does not have enough capacity, you may experience some video quality issues. Here are some tips for getting better performance during your video visit.

Test your internet connection using a publicly available bandwidth testing tool. For example, speedsmart.net, fast.com, or speedtest.net.
- For a high-resolution call, a minimum of 1.5 Mbps upload and 1.5 Mbps download is needed.
- For a medium-quality call, a minimum of 1 Mbps upload and 1 Mbps download is needed.
Ask people in your residence to not watch streaming TV, YouTube videos, or play online games while your video visit takes place.
Close any apps running on your device that are not related to your video visit.
Reduce the bandwidth used by the video visit app to a lower amount before you join a video visit. The default setting is High (1264 kpbs); you can lower it to Medium (576 kpbs).
If possible, consider upgrading your Internet Service Plan (ISP) to a higher service level to increase the speed, quality, and strength of your internet connection. (This might not be an option in rural settings.)

How do I improve my video quality?

A number of factors can affect your video quality. For troubleshooting tips, see the following:

How do I improve the sound quality?

A number of factors can affect the sound quality of a videoconference. For troubleshooting tips, see the following:

What should I do if I don't know the PIN?

Contact the person who set up your appointment and ask them for the PIN.

I get an error message about Internet Explorer. What should I do?

You need to use a supported browser for video visits. Ontario Health (OTN) recommends Chrome.

What is OTN?

Ontario Health (OTN) is part of Ontario Health, a government agency responsible for ensuring Ontarians continue to receive high-quality health care services where and when they need them.

Who to Contact for Help

If you have questions about your care or appointment, contact your health care provider. To protect your privacy, Ontario Health (OTN) does not include this information in an email.

If you have questions about how to prepare for or connect to your appointment, contact Ontario Health (OTN) Technical Support at 1-855-654-0888.
Note: If you call for support, please use a different phone than the device you use for the videoconference app.