eVisit Help Centre

eVisit: Your Virtual Appointment

eVisit Overview (en Français)

An eVisit is a private, secure face-to-face appointment typically between health care providers and their patients.

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
Test before the appointment

Test your internet connection using speedsmart.net or fast.com (minimum speed: download 5 Mbps; upload 0.77 Mbps).

Run a self test:

  1. Open your email invitation and click Test your device link. (Look for an email with the subject "Video eVisit Invitation - Event ID" from sender "do-not-reply-otninvite@otn.ca").
  2. Click Test button in the Self Test section.
  3. Enter your name > click Connect button.
  4. Check your microphone, camera, and audio output settings and then click Start button.
  5. Enter the PIN given to you by the organizer (if provided) and click Connect button.
  6. If the call is successful, a "waiting for the host" screen appears with your self view.
On the day of the appointment
  1. Open your email invitation. (Look for an email with the subject "Video eVisit Invitation - Event ID" from sender "do-not-reply-otninvite@otn.ca").
  2. Click Start eVisit button using Chrome.
  3. Enter your name > click Connect button > click Start button.
  4. Enter the PIN given to you by the organizer (if provided) and click Connect button.
  5. If you join first, a "waiting for the host" screen appears until the other participant joins the call.
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 10+). See detailed requirements for Android or iPhone/iPad.
App Download

Pexip app icon iOS/Apple Pexip Infinity Connect app or Pexip app icon 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, as well as input your Name.
iOS setup           Android setup
iPhone or iPad setup. Android setup

Test before the appointment

Test your internet connection using speedsmart.net or fast.com (minimum speed: download 5 Mbps; upload 0.77 Mbps).

Run a self test:

  1. Open your email invitation from your mobile device and tap Test your device link. (Look for an email with the subject "Video eVisit Invitation - Event ID" from sender "do-not-reply-otninvite@otn.ca").
  2. Tap Test button in the Self Test section.
  3. If you use an iPhone or iPad and are using a headset, make sure you tap the Speaker icon icon and switch to the Headset icon icon.
  4. To test the video visit, tap Green video button.
  5. Enter the PIN given to you by the organizer (if provided) and tap Join button
  6. 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.

  1. Open your email invitation from your mobile device. (Look for an email with the subject "Video eVisit Invitation - Event ID" from sender "do-not-reply-otninvite@otn.ca").
  2. Tap Start eVisit button
  3. Tap Open eVisit button .
  4. If you use an iPhone or iPad and are using a headset, make sure you tap the Speaker icon icon and switch to the Headset icon icon.
  5. To join the video visit, tap Green video button.
  6. Enter the PIN given to you by the organizer (if provided) and tap Join button.
  7. If you join first, a "waiting for the host" screen appears until the other participant joins the call.
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 ().
.

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/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.

  1. 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.
  2. Ask people in your residence to not watch streaming TV, YouTube videos, or play online games while your video visit takes place.
  3. Close any apps running on your device that are not related to your video visit.
  4. Reduce the bandwidth used by the Pexip app to a lower amount for future calls; to preserve bandwidth, a setting of Medium (576 kpbs) is recommended.
  5. 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?
How do I improve the sound quality?
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.