Frequently Asked Questions

Provider Access Software Desktop App

Solo Tested Versions
iPhoneiPadMac OS
Android Devices
Samsung Tab 58
Samsung s98
iOS Devices Inventory
iPad DevicesiOS Version
iPad Air 211.4.1
iPad Mini 411.4.1
iPad Pro 9.7"13.4
iPad Pro 9.7"13.3.1
iPad Pro 10.5"12.2
iPad 611.4
iPad 713.1.3
iPad Pro 10.5"12.2
iPad Pro 10.5"12.2
iPad Air 1"12.1.4
iPad Pro 9.7"13.3.1
iPad Pro 11"12.2


iPhone DevicesiOS Version
iPhone SE12.2
iPhone 612.4
iPhone 612.2
iPhone 7 Plus10.3.2
iPhone 7 Plus12
iPhone 812.2
iPhone X12.3
iPhone X12.X
iPhone XR13.4
iPhone XS Max12.4
iPhone 11iOS 13.3
iPhone 11 Pro MaxiOS 13.3

  • Use the “Forgot Password” link.
  • Enter your username or email and follow the instructions to reset your password.
  • Best practice: try typing the password where you can see it to make sure all letters and symbols are correct.

  • On the Provider’s list of “Care Locations” the circles on the left-hand side of the device name will indicate its availability.
    • A green dot means the device is available.
    • A blue dot means the device is already in use.
    • A grey dot means the device is offline.
      • If the device is offline, restarting the device would the first thing to do.
  • If the device is not on your list, contact your program manager or technical support.

  • When you log in, go to AV in the top right corner.
  • Follow the steps indicated by the AV wizard.
  • You should receive 3 green checks once complete.

  • Have the Provider check his/her connection with another device (demo device).
    • If the provider cannot connect to another device, then the problem lies on the provider’s end.
    • If the provider can connect to another device, then the problem can be rooted back to the device.
      • If this is the case, try restarting the device.

  • Have the Provider check his/her connection with another device in their “care location” list (i.e. a “demo” device).
    • If the provider has good session quality on a demo device check the device diagnostics.
  • Check that the internet is working by:
    • Trying to access any website
    • Switching networks (or doing a hotspot with your phone)
    • Restarting your router if possible
  • Have a local staff verify the device’s wi-fi strength and network via the “i” icon in the bottom right corner of the touch screen.
    • If the wi-fi signal is low or the device is attached to a suboptimal network, restarting the device would be the next step.
  • If the session quality is still poor, the provider should be instructed to call TAC (877) 484-9119.

  • Press the power button on the device.
    • Depending on the device this can be in various places — see the device quick reference guide for power button location.
  • Once the device has powered off, wait for a few seconds and then click the power button again to power back on.
  • The device will begin its usual power up sequence that includes calibrating the head/cameras. The whole process shouldn’t take more than 1 to 2 minutes.
  • If a simple restart does not resolve the issues, please call TAC (877) 484-9119.

If your question is not answered in the Resources or FAQs above, please contact Customer Support.
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