SOS Virtual Visit Troubleshooting Tips

Office-Based Issues

I forgot to ask my doctor a question during my Virtual Visit, who do I contact?
You can go to our patient portal to sign up for Follow My Health. You can ask your provider and their team questions that you may have forgotten to ask during your Virtual Visit.

I need to reschedule or cancel my Virtual Visit, who do I contact?
Please contact your provider’s office to reschedule or cancel the appointment, or call (315) 251-3100.

When can I “arrive” to my Virtual Visit?
Please arrive 5-10 minutes prior to your scheduled appointment time. Your appointment link will not allow you to enter the waiting room earlier than 15 minutes prior to your scheduled appointment time on that day.

Initial “Tech” Issues

What type of device should I use for my Virtual Visit?
Any smart phone, tablet, or laptop that has speakers, a microphone, and camera to see you during the visit. We encourage patients to utilize smart phones as they provide the best patient experience.


Do I need a User Name and Password?
No you do not. The appointment link in your email will automatically assign you to the correct waiting room, no login info needed! 

Time of Visit “Tech” Issues

Please view the How-To video at the top of this page prior to downloading the app. This will help answer many of your questions about SOS’s Virtual Visits.

Should I let the application allow access to my microphone and camera?
Yes, if you do not allow those features then you cannot complete the Virtual Visit.

How do I know my WiFi or Cell Data is strong enough?
Sometimes your WiFi is not strong enough to properly connect even though it appears you have good signal strength. Make sure to sit closer to your router to allow for a clean connection. If you are on a device that also has a cellular connection, consider turning off your WiFi and switching over to your cell signal instead.