- Make sure that the browser you are using is up to date. Usually your browser will automatically update, but sometimes, if your settings have been changed, you will be required to initiate the update. Here are steps for updating firefox. Here are the steps for updating chrome.
- Make sure that all other programs that could be accessing your microphone or camera on your device are completely shut down. This includes skype, facetime, etc. You can do so by selecting these programs in your dashboard, right clicking and selecting quit. Or you can open the program, and on the top left of the screen go to File then Quit.
- Make sure to check that you are sharing the correct camera and microphone and that you have elected to share them.
On Chrome, you will click on the video camera icon to the right of your url bar. This will pull up a gray box. Make sure the correct camera and microphone are selected. Also, make sure that allow or continue allowing the site to access your camera and microphone is selected. Once you have selected the correct options, press done. At this point you should refresh the browser window and then press Start Session once again.
On Firefox the process is similar. To the left of your url bar there should be a video camera icon. Click this icon if it is there and press Stop Sharing. Once you have done this or if the icon is not there, press End Session and refresh the page. Press start session again and the box requiring you to share your camera and microphone will appear. Make the correct selections and then click Share Selected Devices. This will immediately initialize the camera and microphone if they weren’t already being shared.
- Have all participants on the video call end the session, refresh the browser page and then press Start Session again.
- Have all participants completely close their browsers by selecting quit, and then open the browser back up. Each participant should login again and check-in for the same session.
- If there is still difficulty connecting then the provider should schedule a completely new session with the participants. Then, each participant should check in for the new session.
- Each participant should clear their browser history. Then each person should refresh the window and start the session again.
- Switch Browsers. Participants can also try logging in and checking in for a session in a different browser than the one they are currently using. For instance, if you are in Firefox, switch to Chrome.
Some additional helpful tips to have a clear successful session are to make sure that your browser version and operating system are up to date, make sure to be in a quiet well-lit room, wear solid colors and wear headphones to reduce audio difficulties.
iOS App Troubleshooting
If you find that it is not working correctly there was likely an issue with the initial download or download of an update. Please remove the app and close out any open applications on your phone. Next, re-install it from the app store. Sometimes a restart of your phone is necessary after installing the app. Should it still not work, please feel free to reach out to our support team by clicking Submit a Request above or at (888) 958-2885.
- Check your configuration setting to make sure your video, audio, and microphone settings are correct and the correct devices are selected. You can check your configuration settings and access these settings up in the address bar area in the browser you're using. If you have Firefox, there's a small video camera icon just to the right of the back button (note: if you do not see the button when you're in the session, you are using an outdated version of Firefox, please visit firefox.com to update). If you have Chrome, the camera icon is at the far right side of the address bar. Click these icons to access the sharing information and try an alternate mic input.
- Make sure your speakers are plugged into the correct port and your microphone is turned on.
In some cases, a feedback loop from internal microphone and speakers may occur, causing an echo in the audio feed. If you are experiencing an echo in audio, there is a chance that you have multiple audio devices enabled at once.
You can manage your microphone and speaker settings in the computer control panel. Make sure that the appropriate audio and microphone devices are enabled and that any other audio and microphone devices are disabled.
For Windows: Go to control panel>device manager>sound/video controllers>double click to disable.
For Mac: Go to System Preferences>Hardware>select speaker and microphone icons, respectively.
- If the echoing persists, we recommend using a headset or using headphones for the speakers especially if the speakers are too close to the mic, causing a feedback loop.
If you are still experiencing problems, we encourage you to contact our support team by clicking Submit a Request above or at (888) 234-0673.