Technical hurdles shouldn’t stand in the way of your care. Most issues encountered while joining a session—from expired links to firewall blocks—can be resolved by following a few simple steps.
Common Joining Challenges
Session Not Found or Unavailable
If you receive an error message that the appointment cannot be found:
Use the Member Portal: Instead of using an old email link, log in to your account portal and click the connection link directly from your scheduled appointment card. This ensures you are using the most current, unique, and active URL.
Copy/Paste Carefully: If you are copying the link manually from a shared message, ensure you have captured the entire string of characters.
Check the Time:
Early Joins: If you join more than 5 minutes before your scheduled start time, you will see a landing page advising you that it is a bit too early and to wait for your provider.
Late Joins: If you attempt to join more than 15 minutes after the scheduled end time of your appointment, the link will show an "Expired" message, and you will need to book a new appointment.
Stuck in the Waiting Room
If you are in the waiting room and your session won't launch:
Confirm Your Status: Ensure you have completed your browser device checks and clicked through the preview room to signal to your provider that you are ready to be admitted.
Overdue Assessments: If you are overdue for a routine clinical check-in, you can conveniently complete your wellness reassessment directly from the virtual waiting room while you wait for your provider to admit you.
Message Your Provider: If you have been waiting past your start time, you can send a secure direct message to your provider to let them know you are online.
10-Minute Rule: If you arrive on time but your provider has not admitted you or responded to your messages within 10 minutes of the scheduled start time, please contact our support team immediately.
Network & Software Interference
Ad and Content Blockers: While ad blockers are excellent for standard browsing, they can inadvertently block the secure web scripts required for your camera and microphone to stream. Completely disable your ad blocker extension during your session, or add care.springhealth.com to your blocker’s "allowlist" (whitelist) settings.
Firewalls and Restricted Networks: If you are joining from a corporate computer or a highly secure network environment (such as a hospital, school, or government office), strict network firewalls may block the peer-to-peer video connection entirely. Try disconnecting from the corporate VPN, switching your device to a personal home Wi-Fi network, or launching a mobile hotspot. Joining via the Spring Health app on a personal mobile device often bypasses corporate firewall blocks entirely.
What to Expect If Your Provider Activates the "Eject" Feature
If a severe technical failure occurs on our in-house platform (such as a frozen screen or total audio drop), your provider has the capability to "Eject" the session to a backup meeting room to keep your appointment moving forward seamlessly.
When your provider triggers this feature, your screen will instantly change to display the following notification:
“There are technical issues. Let’s try something else.”
How to Transition: Simply click the "Join Zoom" button that appears on your screen. If you have the Zoom application installed on your device, it will launch automatically. If it does not start automatically, click the backup "Start session" text link or follow the on-screen prompts to join via your browser.
Manual Link Backup: If the automated button fails to route you, your provider should copy the secure backup link and send it directly to you via our platform's Direct Messaging chat thread. Check your chat window, click the text link, and you will be reunited with your provider.
If you experience an ongoing technical issue that prevents you from joining or successfully completing your session, please reach out to the Care Team as soon as possible.
Comments
Article is closed for comments.