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
1. 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 the Member Portal and click the link directly from your scheduled appointment. This ensures you are using the most current, active URL.
- Copy/Paste Carefully: If you are copying the link manually, ensure you have captured the entire string of characters.
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Check the Time: * Early Joins: If you join more than 5 minutes before your start time, you will see a waiting screen.
- Late Joins: If you are more than 15 minutes past the scheduled end time, the link will have expired, and you will need to book a new appointment.
2. Stuck in the Waiting Room
If you are in the waiting room and the session won't start:
- Confirm Your Status: Ensure you have clicked the "Join Session" button in the preview room to signal to your provider that you are ready.
- Message Your Provider: If you have been waiting, you can send a direct message to your provider.
- 10-Minute Rule: If your provider has not joined or messaged you within 10 minutes of the start time, please contact our support team.
Network & Software Interference
Ad and Content Blockers
While ad blockers are great for browsing, they can accidentally block the "scripts" required for your camera and microphone to stream.
- The Fix: Disable your ad blocker during your session, or add Spring Health to your blocker’s "allowlist" (whitelist) settings.
Firewalls and Restricted Networks
If you are joining from a work computer or a highly secure network (like a hospital or government building), a firewall may block the video connection.
- Switch Networks: Try switching to a personal home Wi-Fi or a mobile hotspot.
- Switch Devices: Often, joining from a personal tablet or phone instead of a work laptop bypasses the issue.
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