Telehealth Troubleshooting: What to Do When Tech Fails During a Session
Why You Need a Telehealth Troubleshooting Plan
Telehealth is a gift. You can meet clients from your home office, sip coffee from your favorite mug, and never stress about traffic again. But when technology fails mid-session, that peaceful setup can turn chaotic.
I know this from experience: I used to live in an area with constant power outages, spotty internet, and even data “freeze-ups” (where everything just crawled to a halt). I learned the hard way that having a solid back-up plan isn’t optional—it’s essential.
Without a plan, both you and your client end up frustrated. That’s why every private practice therapist should have troubleshooting protocols, and include them in their informed consent. Clear expectations and strong back-up systems make disruptions less stressful for everyone.
Step-by-Step Protocols for Common Telehealth Tech Issues
1. Glitches & Freezes
Pause & Reassure: Calmly name the problem so the client doesn’t feel ignored.
Quick Refresh: Log out and back into the platform, close out your browser and reopen it, or even restart your computer if needed.
Switch Platforms: Move to a secondary telehealth tool if issues persist (such as Psychology Today Sessions, Zoom, and Doxy.me).
Change Browsers: If you’re having issues connecting that aren’t related to internet, it’s worth having your client try a different browser, such as switching from Firefox to Google Chrome.
2. Client Disconnections
Wait a Few Minutes: Allow time for reconnection.
Call/Text: Use the pre-arranged backup number if they don’t return quickly.
Fallback Session: Finish by phone or reschedule.
3. Your Power or Internet Outage
Stay Calm: Outages happen; it’s not unprofessional, it’s human. It’s only unprofessional if you don’t have a plan in place.
Switch to Hotspot: Use your phone or a portable hotspot device.
Call the Client: Update them immediately and offer options.
Document the Event: Note what happened and how you handled it.
The Telehealth Emergency Kit: Back-Up Tools Every Therapist Should Have
Think of this as your “just in case” toolbox. The more you prepare now, the less scrambling you’ll do later.
🔌 Power Backups
Battery-powered light or rechargeable ring light → Keeps you visible when the lights go out.
Portable power banks → Charge your phone, tablet, or headset on the go. A larger power bank can even power your router in most cases to keep your internet going without electricity.
Pro Tip: I store my large power bank in the same room as my router for quick connection if needed.
Uninterruptible Power Supply (UPS) → A small desktop battery that gives power to your computer and router.
Laptop with solid battery life → Easier to pivot than a desktop when the power cuts.
🌐 Internet Backups
Mobile hotspot → Use your smartphone or a dedicated hotspot device.
Hotspot power bank → Combines a battery with LTE hotspot capability.
Wi-Fi provider backup options → Some providers (Comcast, AT&T, Verizon, Spectrum) offer modems with built-in batteries to keep service running during short outages. Call your provider to ask.
Secondary internet plan → If you rely heavily on telehealth, consider a backup service (e.g., mobile hotspot with a different carrier).
💡 Communication Tools
Secondary device → Tablet or phone with your telehealth app ready to go.
Clients’ phone numbers printed and handy → Saves time during urgent moments.
Headset with microphone → Switching audio sources often fixes sound problems.
📝 Preparedness Materials
Printed troubleshooting protocol → So you’re not fumbling mid-crisis.
Pre-written client message template → A quick email/text to send if you need to notify clients about rescheduling.
Clear informed consent section → Outline what happens if sessions are disrupted and how you handle fees/time.
Have a back-up location in mind → If all else fails, it can be helpful to know where you can go if you have a long-lasting power and/or internet outage. Some options may be a local library where you can book a private room, a friend or family member’s home, or a local counseling office or coworking space.
Informed Consent: Setting Expectations Before Tech Fails
Technology fails less often when clients know the plan in advance. By including a simple telehealth troubleshooting section in your informed consent, you:
Set clear expectations about what happens if sessions disconnect.
Give clients a sense of reassurance that you’ve thought this through.
Avoid awkward conversations about time, payment, or responsibility.
Think of it as your “just in case” clause. Most clients will never need it, but the ones who do will be grateful it’s there.
Final Thoughts
Tech hiccups are inevitable, but crises don’t have to be. With a clear troubleshooting plan, the right back-up tools, and informed consent, you can keep your practice professional and calm—even when the Wi-Fi isn’t.
✅ If you’d like support setting up telehealth policies, back-up systems, and informed consent templates, reach out today for private practice consultation. I’ll help you create a practice that runs smoothly—no matter what your internet provider is up to. Reach out today to schedule a consultation.
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