Teleheath Troubleshooting Guide
Problem: I am cannot see or hear my therapist or my therapist is unable to see or hear me.
Cause: Browser permissions to use camera and microphone
Solution: If you did not see the pop-up asking for permission to access the camera and microphone, you will want to check your browser settings.
Google Chrome:
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Click the three vertical dots in the top right corner of your browser window
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Choose Settings
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Scroll down and click to show Advanced
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Click on Content Settings
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Make sure "Ask before Accessing" is listed below and Camera and Microphone and that it does not say BLOCKED
Safari:
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Click the Safari menu option in the top left hand corner of your browser window
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Choose Preferences from the dropdown
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Choose Websites from the tabs across the top
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Choose Camera from the options on the left
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Make sure "When visiting other websites:" is set to Allow
Firefox:
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Click the Firefox menu option in the top left hand corner of your browser window
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Choose Preferences from the dropdown
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Choose Privacy & Security from the left hand menu
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Under Permissions, choose Camera > Settings
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Confirm that "Block new requests" is not selected
Problem: Message "This Session has Ended" when trying to start or rejoin a session.
Cause: If you try to start or re-join a session and receive a message that the session has ended, this means that the session link has already been used. It is important to remember that each session link is a 'one time use' link.
Solution: Two Possible Solutions
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Make sure that you are using the correct URL link and not one sent to you from a previously scheduled session.
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If you are using the correct URL, but you receive this message, you will have to contact the front office in order to have a new URL link sent to you.
Tip: If you have to leave the session temporarily or want to switch devices, you must use the "Leave Call" button, otherwise you will not be able to rejoin the session.
Problem: There is a Blue Bar Across the Client/Provider's Face and/or You Cannot See the Client/Provider's Full Face
Cause: This issue is tied to the dimensions of your browser window.
Solution: Expanding your screen or being in "Full Screen" will zoom in on your therapist's face. Instead, readjust your browser screen to more of a tall rectangle - the shape of a tablet or phone. But by readjusting your browser window dimensions to resemble more of a tall rectangle, you will see more of your client's face.


