Samsung A9+ Tablet Remote Conference Audio Bug

Affected Device: Samsung A9+ Tablet

Affected Service(s): MedWand VirtualCare App and Remote Examinations

Issue: Samsung has begun rolling out updates for build numbers (X216BXXU9EYLC) and  (X216BXXSAEZA1), which appear to cause issues with the tablet's hardware echo cancellation feature, which is used for the audio-video conference in a remote exam (referred to as "Noise Suppression" in the MedWand VirtualCare App).  If Noise Suppression is enabled and the tablet is running one of these Samsung builds or newer it will result in the patient's conference audio sometimes becoming scrambled and coming through to the doctor as short bursts of unintelligible audio and buzzing sounds.

Short-Term Solution:  If you are experiencing this audio abnormality, it can be fixed at this time by having the patient turn off "Noise Suppression" in the MedWand VirtualCare App.  Patients can find this toggle switch in the top right corner of the video conference box (see attached reference photo).

Long-term Solutions: It is not clear if this issue will be fixed by Samsung in a future update. MedWand engineering is currently working with our vendors to determine if there is a software solution that can be developed to allow this feature to still be used on the Samsung A9+ tablet. In the interest of making our software easy to use for patients, we are also investigating the possibility of force disabling the Noise Suppression feature when our VirtualCare app is launched on an A9+ tablet until this issue has been corrected. 

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