Troubleshooting Audio and Video for Your Virtual Session

We want to ensure your session is as clear and connected as possible. If you encounter a technical glitch, don't worry—most audio and video issues can be resolved in a few seconds with the steps below.

Improving Audio Quality

If you are hearing an echo, or if your audio is cutting out, try these quick fixes:

• Use Headphones: This is the most effective way to stop an echo. It prevents your microphone from loop-recording the sound coming out of your speakers.

• Mute When Not Speaking: Especially in joint couples or family sessions, muting when silent dramatically reduces background static and room noise.

• Check Your Device Selection: During your session, click the small arrow next to the microphone icon. Ensure the correct headset or microphone hardware is selected.

• Test Your Speakers: In that same microphone dropdown menu, click Test Speakers. If you hear a chime, your audio output is connected correctly.

Fixing Camera Issues

If your video isn't appearing or is frozen:

1. Close Other Apps: Make sure applications like Zoom, FaceTime, or Microsoft Teams are completely closed. They may be "holding onto" your camera feed in the background.

2. Verify the Selection: Click the arrow next to the camera icon in your virtual session and ensure the correct internal or external camera is selected.

3. Check Physical Connections: Ensure your external webcam is securely plugged in and that any physical privacy shutters are fully slid open.

4. Test Outside the Browser: Open your computer's built-in "Camera" app (Windows) or "Photo Booth" (Mac). If the camera works there, the issue is strictly related to your browser permissions.

Managing Browser & System Permissions

If your browser can't "see" your camera or mic, you may need to reset your permissions or update your software.

1. Refresh & Reset

• Click the lock icon or permissions icon on the left side of your browser's address bar (where your session URL appears).

• Select Reset Permissions or toggle both Camera and Microphone to Allow, then refresh the web page.

2. Update Your Browser

Outdated browsers are a common cause of unexpected connection drops and camera failures. Ensure you are running the latest version of our recommended software:

• Update Google Chrome
• Update Safari
• Update Firefox
• Update Microsoft Edge

3. System Settings (Mac & Windows)

• Mac: Go to System Settings ➔ Privacy & Security. Ensure your chosen browser is toggled On for both Camera and Microphone.

• Windows: Go to Settings ➔ Privacy & Security. Ensure Camera and Microphone access is explicitly turned on for your device and your specific browser app.

Optimizing Your Connection

A stable session relies on a strong internet connection and a healthy device.

• The "Refresh" Trick: 90% of temporary session glitches are instantly fixed by simply refreshing your browser page.

• Test Your Speed: Run a quick internet speed test before your session to ensure your connection supports stable, high-quality video streaming.

• Plug In: Ensure your laptop or tablet is plugged into a power source. Low-battery or data-saver modes can automatically throttle video quality to save energy.

• Bluetooth Check: If using wireless earbuds, ensure they haven't accidentally disconnected or paired to a different nearby device (like your phone) mid-session.

If you have tried these steps and your technical issues persist, please reach out to our Care Team as soon as possible so we can help troubleshoot your appointment in real time.