🚨 Important notes:
Make sure that you have started the correct session, especially if you have a few upcoming sessions. Double check the member's name, and the session date and time.
If you're joining the session via Firefox, please switch immediately to Chrome, Safari, or Edge.
Try these troubleshooting steps:
Close the video call tab and rejoin the call.
Refresh the Care Team tab or restart the app.
Log out and log in to the app
Try a different web browser, such as Google Chrome, Safari, and Microsoft Edge
Make sure you've allowed your web browser to access your camera and microphone. Click the icon to the left of the URL to grant access, then reload the page. See Check Your Tech Setup
Check your internet connection strength.
If you're connected to a firewall, VPN and/or company network, try disconnecting them as it may interfere with the video call.
If the issue persists, please reach out to the member immediately via chat and email, and switch to a different video call platform like Zoom or Google Meet if need be.
After the session, report the issue you were experiencing to us either via chat or email us at [email protected], with relevant screenshots and a detailed account of what transpired. This will help us to troubleshoot and prevent such future occurrences.