What to do if your audio and/or video is freezing or is choppy during a session

For PC Users Only:

Click the Gear icon in the upper right in the Treatment Room and manually reduce the quality of the image and audio you are sending. Although the default setting produces the recommended quality for video teleconferencing therapy sessions, if the network speeds and bandwidth are not adequate it may be necessary to reduce the settings to maintain the real-time communication flow. At this time, the manual quality adjuster is available to PC users only.

VTConnect PC Client Quality Adjustment

For All Users:

Step 1: Exit the App (make sure the application has been closed and quit) and login again.

Step 2: Reboot your device. re-launch the App (either from your device or by clicking the Begin VTC session button from the website), and login again.

Step 3: Check to make sure the minimum network connection speeds are being met. For VTConnect to operate correctly, a minimum of 1.5 Mbps download/1.5 Mbps upload are required. To determine your connection speed, go to http://speakeasy.net/speedtest/ and follow the instructions.

NOTE: If connecting via a cellular network, the same speed requirements must be met. Speeds vary by provider, technology, and specific equipment.

Step 4: If you have not been able to eliminate the issue or identify the problem as a network connection speed issue by folllowing the above steps, please email This email address is being protected from spambots. You need JavaScript enabled to view it. to request additional technical support.

Issues with Internet Explorer

If you are using Internet Explorer and are experiencing any issues with our site you need to adjust your compatibility settings. Click Here for detailed instructions.