Basic Troubleshooting (For Initiators)

Welcome to Hazel’s Basic Troubleshooting Guide

(for Initiators) 

If you are experiencing any technical issues with Hazel Health such as an unresponsive / frozen app or web page, or problems with video or audio functionality during a visit, this resource can help!

NOTE: If you're receiving an error when opening the Hazel app that says "Hazel no longer available" or the app is closing immediately after you try to open it, these steps will not work.

If that describes the issue you are experiencing, please reach out to your Point of Contact at Hazel and request an "App Push" to your device.

• Reload the video

  • • There should be a "reload" option in the menu
           ** First step only for issues during video calls** 

• Try different / no headphones

  • • If you're having issues with audio and you're using headphones, try again either without your headphones, or with a different pair. 

      
      
      

• Toggle the wifi

  • • Turn your wifi off and on again, see if that shakes things loose.

    • Confirm you are connected to the wifi network for Hazel Health as assigned by your district

• Make sure you aren't in "Airplane Mode"

  • • Open your control center and make sure your device isn't in Airplane Mode.
      
      
      

• "Forget" the Network

  • • How to forget a WiFi network on an iPad
    • Follow those steps, then reconnect to that network
      
      

• Kill all apps/ close all browser tabs

  • • Close all apps and browser tabs
    • Lock and unlock your device
    • Launch the Hazel app again

• Clear browsing data / cache / cookies

  • • How to clear history in Chrome
    • How to clear history in Safari
      
      
      

• Try a different browser (if on the web)

  • • Google Chrome tends to work best, but if you're already using Chrome, try Safari instead!

• Reboot the device

  • • If all else fails, rebooting is normally going to solve the problem, but it’s time consuming so we try to keep that as a last resort as much as possible. 
      
      
      
      

If that still doesn’t help

1. Perform a TokBox Test

• • https://tokbox.com/developer/tools/precall/
  • Tap Run test
  • After the test is completed, check the following results:
    • • Green checkboxes for all items under the Connectivity to OpenTok Servers
      • Scores of 4 or higher on the Video Quality and Audio Quality.
      • Packet Loss of less than 1%
             *** Make sure to take a picture of all of those results! ***

 

2. Reach out to your schools IT team 

• Let them know that you're having connection issues
• Make sure that you're connected to the WiFi network that was configured for Hazel
• Share the results of the test from above
  
  

3. Click the "Report an Issue" button (if you can enter the app)

• Once the visit is complete, navigate to the home screen of the Hazel app
• Select the “gear” icon in the top left corner
• Select “Report an Issue”
• Describe the issue that occurred during the visit

 

4. Reach out to us (if you need additional support)

• Contact the Account or Customer Success Manager for your School with:
  • • The device serial number 
    • Pictures of the results from the tests in the steps above
    • Let them know that you clicked the "Report an Issue" button
    • Share the screenshot from the TokBox Test above
      
       - OR - 
      
      
• Reach out to Hazel at 1-866-76-HAZEL ( 1-800-764-2935) with:
  • • The device serial number 
    • Pictures of the results from the tests in the steps above
    • Let them know that you clicked the "Report an Issue" button
    • Share the screenshot from the TokBox Test above