This guide is designed to help you resolve the most common issues you might encounter during your My Mirror sessions with psychologists. Whether you're experiencing problems with audio, video, or connection, this guide provides step-by-step solutions tailored to your device and browser.
1. General Checklist
Before diving into specific issues, ensure the following:
Browser Compatibility: Use a supported browser (Google Chrome, Safari, Firefox, or Microsoft Edge).
Permissions: Ensure your browser has permission to access your microphone, camera, and speakers.
Stable Internet Connection: A strong and stable internet connection is essential for smooth sessions. Use a wired connection if possible or ensure a strong Wi-Fi signal.
Close Other Applications: Close any apps or browser tabs that might be using your camera, microphone, or internet bandwidth (e.g., Skype, Teams, streaming services).
2. Audio Issues
2.1 No Audio Output (Can't Hear Others)
Symptoms:
You cannot hear the psychologist or any sound from the session.
Solutions:
Check System Volume:
On Windows/Mac: Ensure your device's volume is not muted or set too low. Check the volume mixer to ensure the browser's volume is not muted.
On Android/iOS: Use the physical volume buttons to adjust the sound.
On Android devices the session may use either your Call or Media volume, depending on your device and browser
Select the Correct Output Device:
If using headphones or external speakers, ensure they are properly connected and selected as the output device in the session settings.
On Android/iOS: Change your selected microphone to Speakerphone. Selecting speakerphone as your microphone will switch the speaker to loudspeaker
Browser Permissions:
Ensure your browser has permission to play sound.
On Google Chrome: Go to Settings > Privacy and Security > Site Settings > Sound.
On Safari: Check Preferences > Websites > Auto-Play and ensure sound is allowed.
Test Audio:
Use the built-in audio test feature in the session waiting room to verify your speakers are working.
2.2 No Audio Input (Microphone Not Working)
Symptoms:
The psychologist cannot hear you.
Your microphone is not transmitting audio.
Solutions:
Check Microphone Permissions:
On Google Chrome: Go to Settings > Privacy and Security > Site Settings > Microphone.
On Safari: Check Preferences > Websites > Camera and Microphone.
On Firefox: Go to Preferences > Privacy & Security > Permissions.
Select the Correct Microphone:
In the session settings, ensure the correct microphone is selected.
Test Your Microphone:
Use the built-in microphone test feature in the session waiting room to ensure your microphone is working.
Close Other Applications:
Ensure no other apps (e.g., Skype, Teams) are using the microphone.
2.3 Echo or Feedback
Symptoms:
You hear an echo or feedback during the session.
Solutions:
Use Headphones:
Using headphones can eliminate echo caused by audio output being picked up by the microphone.
Mute Yourself When Not Speaking:
Mute your microphone when you are not speaking to reduce feedback.
Check for Multiple Audio Sources:
Ensure you are not logged into the session on multiple devices, as this can cause echo.
Enable or disable background noise suppression
You can toggle our in-session background noise suppression from the session settings at any time.
Our platform provides background noise suppression. However, this can interfere or conflict with your own device’s built-in background noise suppression.
2.4 Audio Delays or Distortion
Symptoms:
Audio is delayed, choppy, or distorted.
Solutions:
Check Network Connection:
Ensure you have a stable and fast internet connection. Close other bandwidth-intensive applications.
A network test runs while you are in the session waiting room to check a variety of network measures to ensure your connection will work.
For a reliable session the network test should score at least “Average”.
The test can take some time to run on a slower connection.
If the issues are intermittent, make sure you have a good signal and, if you are using WiFi, keep your device as close as possible to your router for the best possible signal.
Reduce CPU Usage:
Close unnecessary browser tabs and applications to free up system resources.
Turn off High Quality Video. Running the session with high quality video can increase CPU usage. This setting can be toggled from the session settings.
Plug your device in – keeping your device connected to power will ensure it runs optimally and not in power saving mode.
3. Video Issues
3.1 No Video Output (Camera Not Working)
Symptoms:
Your video is not visible to the psychologist.
Your camera feed is not showing in the session.
Solutions:
Check Camera Permissions:
On Google Chrome: Go to Settings > Privacy and Security > Site Settings > Camera.
On Safari: Check Preferences > Websites > Camera.
On Firefox: Go to Preferences > Privacy & Security > Permissions.
Select the Correct Camera:
In the session settings, ensure the correct camera is selected.
Test Your Camera:
Use the built-in camera test feature in the session settings to ensure your camera is working.
Close Other Applications:
Ensure no other apps (e.g., Skype, Teams) are using the camera.
3.2 Blurry or Low-Quality Video
Symptoms:
Your video appears blurry or pixelated to the psychologist.
Solutions:
Improve Lighting:
Ensure you are in a well-lit environment. Poor lighting can affect the camera's ability to produce a clear image.
Check Network Connection:
Ensure you have a stable and fast internet connection. Close other bandwidth-intensive applications.
A network test runs while you are in the session waiting room to check a variety of network measures to ensure your connection will work.
For a reliable session the network test should score at least “Average”.
The test can take some time to run on a slower connection.
If the issues are intermittent, make sure you have a good signal and, if you are using WiFi, keep your device as close as possible to your router for the best possible signal.
Clean Your Camera Lens:
If you are using a built-in or external camera, clean the lens to remove any smudges or dirt.
Enable High Quality Video:
By enabling High Quality Video from the session settings, the platform will attempt to use the highest quality video possible based on your device and the network conditions.
3.3 Video Freezes or Lags
Symptoms:
Your video freezes intermittently during the session.
Solutions:
Check Network Connection:
Ensure you have a stable and fast internet connection. Close other bandwidth-intensive applications.
A network test runs while you are in the session waiting room to check a variety of network measures to ensure your connection will work.
For a reliable session the network test should score at least “Average”.
The test can take some time to run on a slower connection.
If the issues are intermittent, make sure you have a good signal and, if you are using WiFi, keep your device as close as possible to your router for the best possible signal.
Reduce CPU Usage:
Close unnecessary browser tabs and applications to free up system resources.
Lower Video Quality:
In the session settings, lower the video quality to reduce bandwidth usage.
4. Connection Issues
Symptoms:
The session disconnects or lags frequently.
Solutions:
Check Your Internet Speed:
Ensure you have a stable and fast internet connection. Close other bandwidth-intensive applications.
A network test runs while you are in the session waiting room to check a variety of network measures to ensure your connection will work.
For a reliable session the network test should score at least “Average”.
The test can take some time to run on a slower connection.
If the issues are intermittent, make sure you have a good signal and, if you are using WiFi, keep your device as close as possible to your router for the best possible signal.
Switch to a Wired Connection:
If possible, use a wired Ethernet connection for a more stable connection.
Restart Your Router:
Restart your router to refresh your internet connection.
Close Other Applications:
Close any apps or browser tabs that might be using your internet bandwidth.
5. Device-Specific Troubleshooting
Windows/Mac:
Ensure your browser and operating system are up to date.
Check for driver updates for your camera and microphone.
Android/iOS:
Ensure your browser and operating system are updated to the latest available version.
6. Contact Support
If the issue persists after following this guide, please contact My Mirror's support team. Provide the following details to help us diagnose the issue:
Your device type (Windows, Mac, Android, or iOS).
The browser you are using (e.g., Chrome, Safari).
A description of the issue and steps to reproduce it.
Any error messages you encountered.
By following this guide, most issues during My Mirror sessions can be resolved. If you need further assistance, don’t hesitate to reach out to our support team at [email protected] OR 02 9090 4730.