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.
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.
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.
Enable Your iPhone Camera
If you're using an iPhone and need to grant camera access for an app or browser, here’s a quick guide to get you connected:
1. Check the Camera Icon
In your browser’s address bar, look for a red camera icon. Tap it to view the device permissions. Ensure your camera is selected and enabled for the session.
2. Adjust Settings for App Permissions
For apps, you can grant camera and microphone access directly in your iPhone settings:
Open Settings on your iPhone.
Scroll down and tap Privacy & Security.
Select Camera and ensure the toggle is on for the specific app you're using.
Repeat the same steps under Microphone to enable audio access.
