This article is intended for:
🧑⚕️ Providers
We recommend switching immediately to a different video call platform like Zoom, Google Meet or MS Teams to prevent further disruption. Reach out to your client via chat and/or email to arrange a different platform.
Close the video call tab, and rejoin the session.
Try a different web browser, such as Google Chrome, Safari, and Microsoft Edge
Advise the member to do the same and ask them to make sure that they have allowed camera and microphone permission on their browser or mobile device.
Make sure you are not wrongly connected to a bluetooth speaker
If you're connected to a firewall, VPN and/or company network, try disconnecting them as it may interfere with the video and audio.
Switch to a personal device that is on a personal network. Company issued devices may have restrictions in place that disrupt the video & audio connection
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.
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