Frequently Asked Questions
WiFi or Cellular?
We recommend using a device connected to the Internet via WiFi or Ethernet. Cellular or otherwise poor connections will result in diminished connection and in some cases the video chat will not work.
What’s the best devices / browsers to use?
You can use Hippo Health on your desktop, tablet, and mobile device but it is only fully supported on the following browsers:
Safari on Mac
Be sure your browser is updated prior to each visit.
Video chat works best on the Hippo Health native app, which can be downloaded here.
My video chat froze or disconnected
If your video chat does disconnect, please tap or click to join the video session again or refresh the page and try again.
My audio in video chat isn’t working on my web browser, even though the microphone is “on”
Check to make sure that the Settings of the Microphone is correct, i.e. that you have selected an active device.
To adjust, once in video chat, click on the Settings button (next to the Microphone button). From the Microphone dropdown menu, select an active device.
I’m still having trouble with video chat
Make sure your device has a camera and microphone
Check to ensure that you have allowed the app to access your camera and microphone
Close any other programs that are using the camera or microphone
Is there a firewall where you are that may be blocking video? If so, try connecting via WiFi on a mobile device
If video chat previously worked and does not now, try restarting your computer
How to sign up as a patient/provider?
Are Hippo Health services safe and private?
Yes. All communication via the Hippo Health App is HIPAA compliant, private, and secure.
Having additional trouble?
Screenshare is only available on Desktop in Chrome and Firefox browsers – once you launch video chat. In Chrome, you will need to follow the instructions to enable screenshare in the browser settings. Click the link to view the instructions. In Firefox, the screenshare feature will be available without any adjustment to the browser settings.
Screenshare is not available on mobile native apps or mobile web browsers.
You can screenshare your entire desktop or a specific application. Videos are not supported, whether they are paused or playing.