Error Messages
The following text messages may appear in a dialog box which pops up on the monitor screen.
NOTES: Patient Access Device and RP Device are interchangeable terms, and Provider Access and Teladoc Health CS are interchangeable terms.
| Message | Explanation | Action |
| “The video failed to start on the RP Device side.” [Detailed message follows.] | May indicate a problem on Patient Access Device camera (e.g., not plugged in). Detailed message provides further data. | Contact Teladoc Health Technical Service. |
| “Video failed to start on your computer.” [Detailed message follows.] | May indicate a problem the Provider Access camera (e.g., not plugged in). Detailed message provides further data. | Contact Teladoc Health Technical Service. |
| "... Connection Failure - The connection has failed.” | Indicates a problem with network Quality of Service or physical connection itself, severe enough to shut down a session. | Wait a minute and then try reconnecting. If problem persists, reboot Patient Access Device and the Provider Access computer. |
| “There is a problem with the RP Device’s head mechanism.” | Patient Access Device Head mechanism malfunction. | Reboot Patient Access Device. If problem persists, contact Teladoc Health Technical Service. |
| “The ... Device is not connected to Teladoc Health Telehealth Network.” | The Patient Access Device you are trying to connect to is not currently connected to the Teladoc Health Server, which is required for making connections. | Make sure Patient Access Device is turned on and has Internet access, then retry Teladoc Health Technical Service. |
| “Teladoc CS not connected to the Teladoc Server.” | Provider Access is unable to access the Teladoc Health Server, which is required for making connections | Make sure Provider Access computer has Internet access, then retry connection. If problem persists, contact Teladoc Health Technical Service. |
| “Teladoc Device is Busy.” | Patient Access Device is already in use. | Log in at a later time when Patient Access Device is available. |
| “Did not receive first message from RP Device.” | Initial connection was made, but Patient Access Device software failed to complete the connection. | On the Patient Access Device, make sure software is running, status shows ready, and then retry connection. If problem persists, contact Teladoc Health Technical Service. |
| “Your key does not match RP Device’s key.” | Security keys are mismatched. Login cannot occur. | Please contact Teladoc Health Technical Service. |
| “RP Device has no key for this Teladoc CS.” | Security key is absent. Login cannot occur. | Please contact Teladoc Health Technical Service. |
| “There is a problem with one of the RP Device’s internal systems.” | Patient Access Device self-testing has failed. | Reboot Patient Access Device. If problem persists, please contact Teladoc Health Technical Service. |
| “The RP Device has shut itself down because of a serious error. Please have the RP Device rebooted, then try reconnecting.” | Patient Access Device has detected an internal error. | Reboot Patient Access Device. If problem persists, please contact Teladoc Health Technical Service. |
| “The RP Device software has hit an error and shut down abnormally.“ | Patient Access Device has detected an internal error. | Reboot Patient Access Device and Provider Access computer. If problem persists, please contact Teladoc Health Technical Service. |
| “Battery level is too low to drive the RP Device. Driving function is disabled. We recommend you save any media captured and plug the RP Device in immediately.” | Patient Access Device battery needs recharging. Patient Access Device cannot be driven until battery is recharged. | Save any media captured during the session and plug in the Patient Access Device immediately. |
| “No license file found.” | No valid license file can be found. | Please contact Teladoc Health Technical Service. |
| “License file <name> expired.” | The license file has expired. (Software will post a warning message prior to expiration of license.) | Please contact Teladoc Health Service. |
Additional Provider Access Software Messages: There are text messages that may appear on the Provider Access app in the lower right of the Remote Camera View.
| Message | Explanation | Action |
| “Internet connection failure.” | Total interruption in network packets occurred for a significant period of time. Possible cause: poor connectivity, system being powered down or being disconnected from public network. | Wait for Internet connection to return, or disconnect. |
| “Unplug RP Device before Driving.” | Patient Access Device must be unplugged from power source before driving. | Look back and drive Patient Access Device carefully until it becomes unplugged. |
| “Emergency stop pressed in.” | Patient Access Device’s Emergency Stop Button has been pressed, disabling movement. | Ask someone at the Patient Access Device’s location to twist the red Emergency Stop Button clockwise until it pops out. |
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“Internet connection slow.”
“Internet slow on RP Device.”
“Internet slow” |
Very high round-trip latency at Provider Access or Patient Access Device. Possible cause: poor internal network conditions, low Quality of Service Internet connection or excessive bandwidth usage.
Problem was detected on reverse side (i.e., at Provider Access if located at Patient Access Device, or on Patient Access Device if operating Provider Access). These messages are shown if problem is only being detected in one direction. |
These error messages represent non-optimal Internet connection conditions. They may happen periodically on many networks under normal conditions. However, if they persist, contact the hospital’s IT department. |
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“Internet failure: Data lost.” “Internet failure: Data lost on RP Device.”
“Internet failure: Data lost on Teladoc CS.” |
Packets lost. May see jumpy video with lower frame rates at Provider Access or Patient Access Device. Possible cause: poor internal network conditions, low Quality of Service Internet connection or excessive bandwidth usage.
Problem was detected on reverse side (i.e., at Provider Access if located at Patient Access Device, or on Patient Access Device if operating Provider Access). These messages are shown if problem is only being detected in one direction. |
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“Internet failure: Audio lost.”
“Internet failure: Audio lost on RP Device.”
“Internet failure: Audio lost.” |
Packets containing audio data lost, therefore user may notice loss of audio at Provider Access or Patient Access Device. Possible cause: poor internal network conditions or low Quality of Service Internet connection or excessive bandwidth usage.
Problem was detected on reverse side (i.e., at Provider Access if located at Patient Access Device, or on Patient Access Device if operating Provider Access). These messages are shown if problem is only being detected in one direction. Important because user might be able to hear, but people on reverse side cannot hear user. |