Video Session Problems

Use a Compatible Browser

Our video platform works best with the following browser (in order of compatibility):

Always make sure your browser is updated to the latest version for best performance.

Detailed Browser Compatibility

Run the Pre-Session System Check

15 minutes before your session, you'll see a "Test Connection" button in your appointment dashboard. Click this to:

• Verify your camera and microphone are working properly
• Check your internet connection stability
• Test your speaker/headphone output
• Ensure your browser settings allow access to necessary devices

Camera Not Working

1. Check if your camera is being used by another application (close apps like Zoom, Teams, Skype)
2. Verify browser permissions: Look for the camera icon in your browser's address bar and ensure it's allowed
3. Restart your browser
4. Try a different browser
5. Check device settings (on Windows, go to Settings > Privacy > Camera; on Mac, go to System Preferences > Security & Privacy > Camera)

Microphone Not Working

1. Check if your browser has permission to access your microphone (look for the microphone icon in the address bar)
2. Ensure the correct microphone is selected in the session controls (click the settings gear icon)
3. Check if your microphone is muted in your system settings
4. For external microphones, try unplugging and plugging back in
5. Test your microphone in another application to verify it's working

Audio Issues (Can't Hear Therapist)

1. Check if your volume is turned up and not muted
2. Ensure the correct speaker/headphones are selected in the session controls
3. Try using headphones instead of speakers
4. Refresh the page
5. Check if audio works in other applications

Echo in the Call

Echo typically occurs when someone's microphone picks up sound from their speakers. To fix:

1. Use headphones to prevent your microphone from picking up audio from speakers
2. Lower your speaker volume
3. Move your microphone further from your speakers
4. If you're not speaking, use the mute button

Video Freezing or Lagging

1. Close other applications and browser tabs that may be using bandwidth
2. Ask others on your network to pause downloads, streaming, or gaming during your session
3. Reduce video quality in session settings (click the gear icon > Video Quality > Lower)
4. Try connecting to a different Wi-Fi network or use a wired connection
5. Restart your router (unplug for 30 seconds, then plug back in)

Connection Dropped During Session

1. Wait a moment - the system will try to reconnect automatically
2. If not reconnected after 30 seconds, refresh your browser
3. If still disconnected, check your internet connection
4. Try rejoining the session using the link in your appointment email

Mobile Device Issues

• iPhone/iPad: Make sure Safari has camera and microphone permissions (Settings > Safari > Camera/Microphone)
• Android: Check app permissions in Settings > Apps > Permissions
• For best experience on mobile, download our Pleiades app from the App Store or Google Play
• Ensure your device is charged or plugged in, as video calls drain batteries quickly

Chromebook Issues

• Make sure your Chrome OS is updated to the latest version
• Check camera and microphone permissions in Chrome settings
• Some older Chromebooks may have limited processing power for video calls - try closing all other tabs and applications