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MyChart Virtual Visit Troubleshooting

Zoom Appointment Virtual Visits

Patients with a scheduled appointment for a video visit will now connect via MyChart. These visit types require you to have video display capabilities either with a mobile device camera or a webcam.

There are two types of MyChart virtual visits. Confirm and/or determine which type of virtual visit you are attempting to connect to:

  • Assistance with MyChart Virtual Visit (appointments through Zoom). These meetings have an already scheduled appointment.
  • Express Care Virtual Visits for On Demand virtual visit services.

Training materials

The following guides are available for patients in MyChart on the appointment details page. These guides contain:

  • Login instructions
  • PreCheckIn instructions
  • Zoom Install instructions
  • Navigation instructions

How To Do a MyChart® Video Visit On Your Computer

Cleveland Clinic offers scheduled video visits through your secure MyChart® account. Follow the steps below to start your visit on time.

Privacy and security

Cleveland Clinic values your privacy and security. MyChart video visits use Zoom™ for Telehealth, a HIPAA-compliant service that is integrated with Cleveland Clinic’s electronic health record and MyChart. This means that your video visit will use a secure, encrypted connection that protects your private information.

You must connect to your video visit through the MyChart website. You will not be able to connect directly from the Zoom website. For added security, be sure you are using the most up-to-date version of Zoom Cloud Meetings (4.6 or higher). If you need help at any time, call MyChart Support at 866.915.3383.

Before your video visit

Complete these steps at least one day before your video visit, if possible. For same-day appointments, allow at least 15 minutes.

  • Log in to your MyChart account.
  • On the home screen, find your appointment and click "Pre Check-In." You must do this before starting your visit. You can do it up to seven days before your visit.
  • Make sure your information is correct. Answer all required questions.
  • On the "Appointment Details" screen, select and complete all pre-visit questionnaires.
  • If you want to share any images with your provider before your visit, complete the Document/Image/Photo ID questionnaire.
  • Install Zoom if it is not already on your computer. Click the appropriate install Zoom here link. Please note: You will launch your video visit directly from MyChart.
  • In your internet browser settings, make sure you have allowed pop-ups from Zoom. See the Troubleshooting section below for instructions.

Join your video visit

You may connect up to 15 minutes before your visit time. You will not be able to connect 20 minutes after your visit time. Your visit will be canceled, and you will need to reschedule it.

  1. If you haven’t already, log in to your MyChart account.
  2. On the home screen, find your appointment. Click "Begin Visit."
    1. It may take up to one minute to load the screen.
    2. A screen will display, advising you to wait until your provider connects and starts your appointment.
    3. You can test your computer audio from the Zoom wait screen.
    4. There is no need to log in to Zoom.
  3. Your appointment will launch when your provider joins.
    1. You will be asked to either "Join with Video" or "Join without Video." Select "Join with Video."
    2. You will be prompted to join audio. Select "Computer Audio."
  4. During your video visit, you can invite a guest to join you and your provider.
    1. Click the "Participants" icon on the menu bar at the bottom of your screen.
    2. The "Participants" page will display. Click the "Invite" button in the bottom left corner.
    3. Click "Email," then select your email provider.
    4. A new message will launch with the link. Add your guest’s address and send the email. Your guest can join your video visit by clicking the link in the invitation.
    5. Your guest must use a device that is connected to the internet, has a forward-facing camera an,d has the Zoom app. If they do not have the Zoom app, they will be prompted to download it when they click the link.
  5. When your visit is complete, your provider will end the visit.
    1. A "Leave Meeting" window will display. Click "OK" to exit.
    2. An "Update Available" message from Zoom may display. Click the "Update" button to ensure that you have the latest, most secure version of Zoom for future calls.

Please note: You will not be able to connect to your video visit 20 minutes after your scheduled time, and you must complete Pre Check-In before you connect.

If you are still completing Pre Check-In 20 minutes after your visit time, you will see a "Connection Problem" message. Your visit will be canceled, and you'll need to contact your provider’s office to reschedule it.

Troubleshooting connection issues

  • Make sure you have launched Zoom from your appointment in MyChart.
  • Check your internet browser settings and make sure pop-ups are allowed.
  • If the connection is lost, go back to MyChart and restart the video for your appointment.

Video issues:

  • At the bottom of the screen, if the video icon is crossed out, click it to start the video.

Audio issues:

  • At the bottom of the screen, if the microphone icon is crossed out, click it to unmute.
  • If you cannot hear your provider, check the volume settings on your computer.

How To Do a MyChart® Video Visit on Your Mobile Device

Cleveland Clinic offers scheduled video visits through your secure MyChart® account. Follow the steps below to start your visit on time.

Make sure to download the MyClevelandClinic™ app. The MyClevelandClinic™ app connects you to your MyChart account so you can access all your health information in one place. You can have MyChart video visits on either MyClevelandClinic or the MyChart mobile app. Download either app for free at the App Store or Google Play™. For more about MyClevelandClinic, visit clevelandclinic.org/app.

Privacy and security

Cleveland Clinic values your privacy and security. MyChart video visits use Zoom™ for Telehealth, a HIPAA-compliant service that is integrated with Cleveland Clinic’s electronic health record and MyChart. This means that your video visit will use a secure, encrypted connection that protects your private information.

You must connect to your video visit through the MyChart website, MyChart app or MyClevelandClinic app. You will not be able to connect directly from the Zoom website or app. For added security, be sure you are using the most up-to-date version of Zoom Cloud Meetings (4.6 or higher). If you need help at any time, call MyChart Support at 866.915.3383.

Before your video visit

Complete these steps at least one day before your video visit, if possible. For same-day appointments, allow at least 15 minutes.

  • If you haven’t already, download the MyClevelandClinic or MyChart mobile app from the App Store or Google Play.
  • From either app, log in to your Cleveland Clinic MyChart account. On the home screen, find your appointment.
  • Tap Pre Check-In. You must do this before starting your visit. You can do it up to seven days before your visit.
  • Make sure your information is correct. Answer all required questions.
  • When finished, tap Close to return to your appointment details.
  • To complete your pre-visit questionnaires, tap "Questionnaires."
  • If you want to share any images with your provider before your visit, complete the Document/Image/ Photo ID questionnaire.
  • Install Zoom if it is not already on your device. Tap the appropriate install Zoom here link. Please note: You will launch your video visit directly from MyChart.
  • In your phone settings, check the Zoom settings and enable access to the microphone and camera.
  • In your internet browser settings, make sure you have allowed pop-ups from Zoom. See the Troubleshooting section below for instructions.

Join your video visit

You may connect up to 15 minutes before your visit time. You will not be able to connect 20 minutes after your visit time. Your visit will be canceled, and you will need to reschedule it.

  1. Open the MyClevelandClinic or MyChart mobile app. Log in to your MyChart account.
  2. On the home screen, find your appointment. Tap "Begin Visit."
    1. It may take up to one minute to load the screen.
      1. You will then see the Zoom site launch in your mobile browser.
  3. Confirm you would like to open the page in the Zoom app.
    1. A screen will display, advising you to wait until your provider connects and starts your appointment.
    2. There is no need to use the "Sign In" button.
  4. Your appointment will launch when your provider joins.
    1. You will be asked to either "Join with Video" or "Join without Video." Select "Join with Video."
    2. You will be prompted to join audio. Select "Call using Internet Audio."
  5. During your video visit, you can invite a guest to join you and your provider.
    1. Tap the "Participants" icon on the menu bar at the bottom of your screen.
    2. The "Participants" page will display. Tap the "Invite" button in the bottom left corner.
    3. Tap "Send Email" to email an invitation or "Send Message" to text an invitation to your guest. Your guest can join your video visit by clicking the link from the invitation.
    4. Your guest must use a device that is connected to the internet, has a forward-facing camera and has the Zoom app. If they do not have the Zoom app, they will be prompted to download it when they click the link.
  6. When your visit is complete, your provider will end the visit.
    1. You will be prompted to "Leave Meeting." Tap "OK" to exit.
    2. An "Update Available" message from Zoom may display. Tap the "Update" button to ensure that you have the latest, most secure version of Zoom for future calls.

Please note: You will not be able to connect to your video visit 20 minutes after your scheduled time, and you must complete PreCheck-In before you connect.

If you are still completing PreCheck-In 20 minutes after your visit time, you will see an error message. Your visit will be canceled. Contact your provider’s office to reschedule it.

Troubleshooting video issues

  • Make sure you have launched Zoom from your appointment in MyChart.
  • Tap the screen so that the menu appears at the bottom of the app.
  • If the video icon is crossed out, tap it to start the video.
  • If the video still isn’t working, check your phone settings and make sure camera access is enabled for Zoom.

Audio issues:

  • Tap the screen so that the menu appears at the bottom of the app.
  • If the microphone icon is crossed out, tap it to unmute.
  • If the icon on the left says "Join Audio," tap it to join the call.
  • If the audio still isn’t working, check your phone settings and make sure microphone access is enabled for Zoom.

Connection issues:

  • If the connection is lost, go back to MyChart and restart the video for your appointment.
  • If the video quality is poor, try switching from Wi-Fi to data, or vice versa. Please note that you may incur charges when using data.
  • Check your internet browser settings and make sure pop-ups are allowed.
  • You will be prompted to download the client at pre-Check-In.
  • Downloading and installing the Zoom client is required to be completed before the video visit can start.
  • You do not need to create a Zoom account.

Arriving Too Early for Your Visit

Patients can join their virtual visit as early as 15 minutes prior to their scheduled start time.

If you complete the precheck-in questions more than 15 minutes before the start of your scheduled meeting, you will see the "Join Now" button grayed out and unable to be selected.

You should also see a notification in blue near the top of the page advising that it is not yet time to begin your video visit. Do not leave this page.

Once the time gets closer to your appointment, click on the blue "Refresh Page" button. If the time for the appointment is within the 15-minute window of the scheduled start time, you should see the "Join Now" button turn green and be able to be selected.

MyChart Account

How To Enable Pop-Ups for Specific Web Browsers

Microsoft Edge

There are two versions of Edge currently available: Legacy and New.

Menu options for popup blocker settings are different in each version:

  • MS Edge (New)
  • MS Edge (Legacy): >Settings>View Advanced Settings > PopUps

Safari for Mac

For websites that uses pop-up windows, enable pop-ups through Safari preferences:

  • Open the Safari V12 app if you have not done so already, then navigate to the web site you want to enable popups for
  • Pull down the “Safari” menu and choose “Preferences”
  • Select the “Websites” tab, then click on “Pop-Up Windows” from the left side menu
  • Locate the URL in the list, click the dropdown next to that URL, and choose “Allow”
  • Close Safari Preferences
  • Please note: For Safari V 10 and 11 popups are under security > web content.

Safari (iOS)

To enable and disable pop-up blockers:

  1. Launch Settings
  2. Tap Safari
  3. Under the General section, click the toggle next to Block Pop-ups to enable or disable the pop-up blocker. A green toggle indicates an enabled pop-up blocker.

Express Care Virtual Visits

Patients conducting an Express Care Virtual Visit through MyChart/MyClevelandClinic app.

Hours of Operation:

  • Monday through Friday: 7 a.m. - 8 p.m. EST
  • Saturday through Sunday: 7 a.m. - 7 p.m. EST
  • Thanksgiving: 8 a.m. - 12 p.m.
  • Christmas Eve: 8 a.m. - 4 p.m. / Christmas Day: Closed
  • New Years Eve and New Years Day 8 a.m. - 4 p.m.
    • ONLY available for patients in OH, FL and NV
    • ONLY available for patients 2 years and older

If you are trying to connect outside of hours of operation or in a state where we do not have providers licensed, you will receive the following error: “Something went wrong…. cannot enable virtual visits for your account.”

Training materials

The following guides are available for patients in MyChart on the appointment details page. Guides contain:

Google Chrome is the preferred web browser for video visits on a Windows computer.

Connecting options

  • MyChart Web: Log In > Menu > Click on Express Care Virtual Visits or Express Care Virtual Visits – See a provider now! button in top right hand corner
MyChart Account
  • MyChart Mobile: Log In > Menu > Tap on Express Care Virtual Visits > Where are you located (Beginning of Express Care Virtual Visit process)
MyChart Account
  • MyCC Mobile: Connect with MyChart >Log In > Express Care Virtual Visits > Where are you located (Beginning of Express Care Virtual Visit process)
MyChart Account

Patients without a MyChart Account:

  • MyCC app
    • Tap on Express Care Virtual Visits > Select Start a Visit for yourself or Someone else
  • You can also access this service from our Virtual Visit landing page
    • Scroll down to New Users section > select use the desktop version
  • Download instructions for the required Zoom client:
    • You will be prompted to download the client at Pre-Check-In
    • Downloading and installing the client is required to be completed before the video visit can start
    • You do not need to create a Zoom account

Review and Schedule

You will need to enter in chief complaint and schedule Express Care Virtual Visit before beginning Pre Check In.

Payment

If you are using self-pay or have an out of network insurance, you will need to pay $65 prior to connecting with a provider.

Join visit and virtual waiting room

  • You must complete your Pre Check-In before launching the video visit
  • Once you complete Pre Check-In, you will be prompted to click JOIN NOW
  • You will be viewing your Zoom waiting room video

Please note: The MyChart eVisits questionnaire is not directly related to Express Care Virtual Visits, but the answers that are provided may lead to the scheduling of an Express Care Virtual Visit.

Compatible web browsers for video visits

Operating system
Android
Supported browser
Google Chrome
iOS (Apple)
Supported browser
Safari or Google Chrome
macOS computer
Supported browser
Safari or Google Chrome or Firefox
Windows computer
Supported browser
Google Chrome or Microsoft Edge or Firefox
Linux computer
Supported browser
Google Chrome or Firefox

How to enable pop-ups for specific websites

There are two version of Edge currently available: Legacy and New. Menu options for popup blocker settings are different in each version.

  1. MS Edge (New)
  2. MS Edge (Legacy): Settings > View Advanced Settings > PopUps
  • Safari for Mac

For websites that uses pop-up windows, enable pop-ups through Safari preferences:

  1. Open the Safari V12 app if you have not done so already, then navigate to the web site you want to enable popups for
  2. Pull down the “Safari” menu and choose “Preferences”
  3. Select the “Websites” tab then click on “Pop-Up Windows” from the left side menu
  4. Locate the URL in the list, click the dropdown next to that URL and choose “Allow”
  5. Close Safari Preferences
  6. Please note: For Safari V 10 and 11 popups are under security>web content
  • Safari (iOS)

To enable and disable pop-up blockers:

  1. Launch Settings
  2. Tap Safari
  3. Under the General section, click the toggle next to Block Pop-ups to enable or disable the pop-up blocker. A green toggle indicates an enabled pop-up blocker.

Tech support

  1. If you are connecting on a web/laptop or computer, please be sure to use Google Chrome as your browser.
  2. You MUST complete Pre Check-in in order to launch Express Care Virtual Visit.
  3. After completing your Pre Check-In, you will see a JOIN NOW. Clicking the JOIN NOW button will launch you into the video visit waiting room.
  4. Please do not leave the Zoom virtual visit waiting room. A provider will bring you into the Zoom session when ready. This can take several minutes depending on visit volume.

Reconnecting to a video visit

  • If you get disconnected from the video visit waiting room or video visit session, you should be able to go back to your appointment details page and click the JOIN NOW button. This will re-enter you into the virtual visit waiting room.
  • If the "JOIN NOW" button is no longer there, this means that the provider has already closed the encounter. Please schedule another Express Care Virtual Visit.
  • If you are using an Android device and are receiving the following error when using the MyCleveland Clinic app: “Something went wrong…. cannot enable virtual visits for your account.” Please close the MyCleveland Clinic app, update the application version, and re-launch.
  • If you are using an Android device, will be prompted to turn on your microphone after tapping on the Express Care Virtual Visits icon. If you deny the permission multiple times, you must launch Settings to grant the permission.
  • If you are unable to join or rejoin a virtual visit, please reach out to your provider’s office to advise them of the difficulty and to reschedule an appointment.