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.
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.
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.
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.