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Troubleshooting RingRx Video

 Experiencing issues with RingRx Video? Here are some common problems and steps to help troubleshoot them. 

Common Issues

  1. I'm seeing "This meeting hasn't started yet."

    The meeting has a scheduled start time and is not yet available. You can join up to 15 minutes before the scheduled appointment.

  2. I'm seeing "This meeting is open to signed-in members only."

    The meeting is configured for organization members only. Sign in using your RingRx credentials or contact your company administrator for assistance.

  3. A participant is waiting to be admitted, but I'm not receiving the request.

    Make sure you've joined the meeting and check your waiting room for participants requesting access. If the participant's request has expired, ask them to try joining again.

  4. Participants can't hear or see me.

    Check that your microphone and camera are turned on and that your browser has permission to access them. Also, verify that you've selected the correct audio and video devices.

  5. I can't hear or see another participant.

    Ask the participant to check their microphone and camera settings. You can also check your own audio and video settings or try reconnecting through Connection Settings.

  6. I was disconnected when joining from another device.

    Signed-in users can only join from one device at a time. Leave the meeting on the other device before joining again.

  7. A participant's microphone won't unmute.

    If a participant is unable to unmute themselves, check your meeting controls to see if their microphone has been muted by the host. They may also need to check their device or browser microphone permissions.


Privacy and Security Best Practices

To help protect patient privacy during telemedicine visits:

  • Providers should use designated personal rooms or individual meeting rooms for patient appointments.
  • Offer to turn on captions at the beginning of the meeting.
  • Keep waiting rooms enabled when appropriate and admit patients individually.
  • Verify participant names before admitting them.
  • Do not share provider-only meeting links or moderator PINs with patients.
  • Avoid using meeting chat to share clinical notes or information that needs to be retained. Chat messages are not saved after the meeting ends.
  • If recording a meeting, notify all participants before recording begins and follow applicable recording laws and requirements.

For additional assistance with telemedicine setup or account configuration, please contact the RingRx Support team.