This article is intended for:
đ¤ Members (Employees)
đ§ââď¸ Providers
Before your virtual therapy or coaching session, you can run a connection test to check whether your device and network are ready for the session.
To ensure that the video call runs smoothly, we recommend:
Using a personal device rather than a work or shared device.
Connecting to a personal network, such as your home Wi-Fi or mobile data, rather than a corporate or restricted network.
Making sure you are not connected to a VPN during the video call.
The test checks several areas that can affect the video call:
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.
đ˘ Green results
A green result means the test did not detect an issue in that area. You should be able to join the video call as usual.
đ Limited or restricted results
You may see a result indicating limited network access, connection, or another restriction.
This does not necessarily mean that the video call will fail. Instead:
Follow the instructions shown in the test results to address the issue.
Try joining the video call ahead of the scheduled time.
If you experience problems during the call, contact your provider or member via chat to arrange an alternative external video platform if needed.
There is no need to cancel your session just because you see a limited or restricted result.
đ´ Red results
A red result means that the video call will not work with your current setup.
First, follow the troubleshooting instructions shown in the test results. If you're using a work device or network, your company's security settings may be restricting the video call.
If you have no choice but to use a work device or network, share our Video session enablement article with your IT team. It contains the domains and ports that your IT team may need to whitelist to enable video calls.
If the issue cannot be resolved, contact your provider or member via chat ahead of your session so they can help arrange an alternative way to connect.
