Scheduled Video Visit Instructions

For Mobile (Phone or Tablet) Visits

• If you are joining via your mobile device, you will need to download the MyChart app to your handheld device before your appointment.
• Download the MyChart app

• Open the MyChart app, and click Accept to accept the license agreement.
• Enter UPMC Pinnacle in the search field at the top of your screen.
• Log in with your MyChart username and password.

When you first use your MyChart account for a video visit, the device you are using may ask if you want to allow the MyChart program to use the camera and the microphone – you must click Yes or Allow for the video visit service to work.

You will be able to click the Test Hardware button to ensure your webcam and microphone are functioning correctly before meeting with your provider.

By Mobile Device

You will be prompted to allow MyPinnacleHealth.org to access your computer’s microphone and camera. Please click Allow in the pop up box displayed in your browser. This will allow your provider to see and hear you during the visit.

To check and ensure the camera and mic are enabled, go to your phone settings, and select the MyChart app.

By Computer

You will be able to click the Test Hardware button to ensure your webcam and microphone are functioning correctly before meeting with your provider. Patients can do hardware check and check in up to 24 hours before their actual visit, and log on 30 minutes prior to actual visit.

During your hardware test, you will be prompted to install a VidyoWeb extension (for Google Chrome browser only) and a VidyoWeb plugin. Please follow the steps displayed on the screen to install both of these. You will then need to close and reopen your browser. You will also be prompted to allow MyPinnacleHealth.org to access your computer’s microphone and camera. Please click Allow in the pop up box displayed in your browser. This will allow your provider to see and hear you during the visit.

• Message displayed when testing hardware begins (in hardware testing window):

• Message displayed after both plugins are installed (in hardware testing window):

• Pop-up message that appears in browser after both plugins are installed:

By Computer

• Fifteen minutes before your scheduled appointment time visit MyPinnacleHealth.org
• Enter your MyChart username and password.
• Click Sign In.
• Click on the Appointments tab at the top. Then click on details of your Video Visit.
• You will be able to click the Test Hardware button to ensure your webcam and microphone are functioning correctly before meeting with your provider. Patients can do hardware check and check in up to 24 hours before their actual visit, and log on 30 minutes prior to actual visit.
• When you are ready to begin your video visit click Begin Video Visit. This notifies the provider that you are ready for your appointment. The provider will begin the visit with you as close as possible to your scheduled appointment time.
• You may receive a pop-up message when you first connect that requests permission to access your camera and microphone. Click Allow.
• When you are connected to the video visit, the main screen will read “Connected, waiting for provider” until your provider signs in to the video visit.

By Mobile Device

• 15 minutes before your scheduled appointment time.
• Enter your MyChart username and password.
• Click Sign In.
• Click Appointments.
• Select your video visit appointment from the Upcoming Appointments screen. Click on details of your appointment.
• Click Begin Visit.
• If the provider has not joined the video visit yet, you will see their video stream on the bottom and a message that says, “Waiting for provider.” Once the provider joins the video visit, you will see him or her at the top of the screen.