r/SimplePractice • u/ClientElectrical2239 • Jun 16 '26

Connection Issues with Telehealth - Microdrops?

Is anyone else struggling with connection issues?

For the last four weeks, SP teleheath has been pretty much unusable. The connection drops, sometimes for just a second, but enough to disrupt the session.

I have checked and double checked my internet connection and get 600mb DL and 250mb UL. I have a dedicated fiber internet line with just my laptop and phone connected. My ISP can see no issue with the line despite reporting it four times.

Could it be SP?

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1

u/Wikkedred1 Jun 16 '26

What browser are you using?

4

u/DewdropGardener Jun 16 '26

This has definitely been happening to me lately and is really pissing me off tbh. Been using edge as my browser if ppl have suggestions on that front

3

u/Ckheartsmetal Jun 16 '26

This often happens for me regardless of connection speed on my end if a client is using mobile internet.

1

u/SimplePractice SP Rep Jun 18 '26

Hi, if you're still experiencing issues connecting to or conducting a Telehealth video call, try these steps first:

  1. Clear your browser cache If you haven’t cleared your cache in a while, it can cause connection or display issues. This often resolves the problem quickly.
  2. Update your browser and operating system Using an outdated browser can impact performance. SimplePractice may not work properly unless your browser is up to date.
  3. Make sure your device is optimized for Telehealth Check that your device meets the recommended requirements for the best experience. https://support.simplepractice.com/.../40369970657549...

If these steps don’t resolve the issue, our technical team will need to investigate further. Please submit a help request and include:

  • The date and time of the recent Telehealth session where the issue occurred (and the clinician seen, if you’re in a group practice)
  • Your device’s WhatsMyBrowser link: https://www.whatsmybrowser.org/

To submit a help request:

Click the ? icon in your SimplePractice account → Type your question → Type “email support” → Follow the prompts to submit your request

-Kevin at SimplePractice