This article is intended for:
👤 Members (Employees)
🧑⚕️ Providers
Can't connect to the video call? See I can't join the session
Virtual sessions take place on our secure video call platform. To ensure a smooth experience, we highly recommend testing your setup and joining a few minutes early. Follow the steps below to get ready.
Run a Pre-Call Connection Test
You can now test your device and network stability to ensure everything is working perfectly. The test should be run on the device that you will be using to join sessions from.
The test will check:
Browser compatibility: Ensures your browser is able to support video calls
Network & bandwidth: Measures your connection speed and stability specifically for hosting high-quality video streams.
Connection to servers: Tests if your internet connection can safely communicate with our secure video servers without being blocked.
Once the test finishes, you will see a clear status report. If any area shows a warning, follow the on-screen prompts to resolve it.
You may also share the results with your IT team for further debugging. Simply copy and share the unique URL of the page.
Check Camera, Microphone, and Speaker Settings
On the Care Team tab (available on both Web and Mobile Apps) or the Home page of the Web App, scroll to the session details
Click on Join session
On the new tab that has opened up, allow access to your camera and microphone
If you've accidentally blocked access, click the icon to the left of the URL to grant access, then reload the page.
Select the source for your camera, microphone, and speakers
Click the gear icon at the top-right corner of the video feed to open the Settings popup. Here, you can test your speakers, adjust other settings, and check your connection strength.
📝 Note:
On the Mobile App, you may be asked to turn on push notifications to be able to join sessions
If you're connected to your organization's VPN or network, we recommend disconnecting from it before joining a session, as its security measures may hinder the video call connection
We also highly recommend joining from a personal device, as work devices may have restrictions in place
You may need to work with your IT team to whitelist certain domains and IP addresses in order for the video call to work properly. See Video session enablement for more details.