What to do if you can't see your client's video and/or hear their audio

As the therapist utilizing technology, sometimes you may need to provide instructions to your clients when they experience technical issues trying to connect with you. If you are not able to see your client's video and/or hear their audio, you can direct them to the Patient FAQ - What to do if your therapist can't see your video and/or hear your audio - or you can provide them with the suggestions below. 

For All Users:

Step 1: Make sure you have a webcam and audio output of some sort (speakers, headphones, etc.) Headphones are recommended for sessions for the best audio experience.

Step 2: Make sure you have not disabled the camera and/or microphone icon in the Treatment room. You will see a red "X" over the camera and/or microphone icons if they have been disabled. Simply click the icons again to re-activate.

Step 3: If using headphones or a headset, make sure they are plugged in securely to the correct input port on your device prior to the start of the session.

If the issue still persists, see the suggestions below for your specific device.

For PC Users:

Step 1: Try to exit the App (make sure the application has been closed and Quit) and login again

Step 2: Reboot computer, 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 the hardware functionality of the computer by going to Control Panel, and selecting Hardware and Sound

Audio Check - Go to Sound, Manage Audio Devices, and then find the list of Recording Devices and make sure the desired Microphone is set as the default. Then talk and see if the green bars next to the device move, if not there is likely an issue with your microphone hardware

Video Check - Go to Devices, and then find the camera source you want to use, then double click and view the information that pulls up which should include a message indicating whether or not the hardware is functioning properly.

For Mac Users:

For Mac:

Step 1: Try to exit the App (make sure the application has been closed and Quit) and login again

Step 2: Reboot computer. 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 the hardware functionality of the computer

Audio Check - Go to System Preferences - View Sound Icon - Talk and see if the green bar indicates the microphone is picking up your voice. If not, there is likley an issue with your microphone hardware.

Video Check - Launch Photo Booth App and take a picture of yourself to insure the camera hardware is functioning properly.

If you have completed the above steps for your device and you have not resolved or identified the issue, please email This email address is being protected from spambots. You need JavaScript enabled to view it. for additional technical support.

 

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