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1:1 Online Appointments: A Troubleshooting Guide

From your camera or audio not working, to having trouble connecting to the virtual appointment, sometimes things don’t go as expected during a telehealth call. That’s why we’ve put together a few suggestions that can help in troubleshooting these issues for a much smoother experience.

1️⃣ Check to make sure you’re using Google Chrome as your browser

Our 1:1 Online Appointments are best experienced on a computer or laptop using Google Chrome or Opera. Android devices work best with Google Chrome.

If you’re on an iOS device (iPhone, iPad) you will need the Jane Online Appointments app which is available on the app store.

2️⃣ Check your internet speed

If you’re experiencing some choppiness or lagging in your Online Appointments calls – this might be related to the internet speed of you or your client. Check your internet connection at fast.com. You will need a result of 15Mbps or higher. If you’re seeing a number measured in Kbps, that’s not good news. If your internet connection isn’t great, you will have the option to lower the quality, shut off the video or do an audio-only session.

3️⃣ Try changing the video call quality

Online Appointments allow practitioners to change the video call quality if you’re experiencing choppy video or sound. To change the video call quality, please refer to the screenshot that matches your online appointment.

Click on the 3 dots at the bottom of your Online Appointment, then select Manage Video Quality:

Next, choose from one of the lower-quality options from the list:


Click on the down arrow next to Start Video, then select the Low Quality option:

4️⃣ Close other applications

Some applications run in the background and can take up a considerable chunk of your device’s processing power. If you’re experiencing any lagging or choppiness, your device might be having a hard time keeping up with all of the applications you have open. Close any windows or applications that you are not currently using, especially those that may also require use of your microphone or video.

5️⃣ Restart your device and plugin

Just like the best of us, sometimes our computers and phones just need a quick restart to get back in tip-top shape. Try turning off your device and turning it back on to see if that helps improve the overall quality of the session. We know this is a bit of an IT cliche — but restarting your device will close any long-running scripts in the background and can make a world of difference to performance. This is another great thing to try if you’re experiencing any lagging or slow behaviour.

Video calls can also be quite demanding, so you’ll want to make sure that you are also plugged into a power source to make sure your device is charged and happy.

6️⃣ Exit then re-enter your 1:1 Online Appointment

If you and your client are having trouble joining the room or connecting with each other (e.g. both parties are in the 1:1 Online Appointment, but are unable to see/hear each other), both parties can try leaving and re-entering the call to see if that gives the connection a push in the right direction.

7️⃣ Ensure your audio/video is enabled in your browser

If you’re finding that you can join a session but you’re unable to get your camera or microphone to work — your browser may require that you provide permission for a website to have access to your microphone or webcam. Here is a guide from Google Chrome’s support site on how to provide this access. To review this in Chrome, you can click the 3 dots in the top right corner and navigate to Settings. Under Privacy & Security, you can head to Site Settings to allow or block camera and microphone permissions.

8️⃣ Check your computer’s security & privacy settings (MacOS)

If you’re on an Apple computer and the other participant can’t see or hear you, you may need to adjust your computer’s security & privacy settings. You can adjust them on an Apple computer by opening your System Settings > Privacy & Security.

In your Privacy & Security section, make sure the browser (Chrome) is given access to the Camera and Microphone. You may need to restart your browser after changing this setting.

9️⃣ Clear your browser’s cache

Your browser is constantly remembering things for you to improve your browsing experience. But like people, sometimes the browser has things that we’d like them to forget (like an old setting). To do that, you can clear the browser’s cache to put it back into a clean state.

Since we recommend using Chrome, here’s how you can do that:

First, find the three vertical dots (…) button at the top-right of your Google Chrome browser, then click Clear Browsing Data.

Then choose the time range to remove. To remove everything, click the dropdown and select All time. Make sure “Cookies and other site data” and “Cached images and files” are checked off as well. When you’re done, click Clear Data at the bottom of the window.

1️⃣0️⃣ Review your Chrome Extensions and plugins

Extensions and plugins provide your browser with extra functionality, enabling you to be more productive with your time online. Since these are designed to supplement and modify the standard behaviour of your browser, they may impact how your browser behaves when trying to access your camera, microphone, or joining a 1:1 Online Appointment.

Please review them to ensure they aren’t impacting your browsing experience.

1️⃣1️⃣ Temporarily disable ad-blockers and firewalls

Ad blocker extensions in your browser are great at preventing unwanted pop-ups from appearing— however, they might be doing their job a bit too well! Certain ad blockers may prevent the transmission of data between you and the person you are speaking with, which may result in both participants not being able to interact with each other despite being in the same conference room at the same time.

If you run into this issue, temporarily disabling any ad blockers in your browser, then restarting the 1:1 Online Appointment might do the trick!

💡Pro-Tip: Certain ad blockers will allow you to whitelist certain websites, but remain active as you continue to explore the rest of the internet. This will save you some time from toggling on/off your ad blocker every time you wish to join a 1:1 Online Appointment. While each ad blocker is a little bit different, here is an example of what whitelisting might look like:

You may also experience a similar issue if you have a firewall software like Kasperski Internet Security, McAfee LiveSafe, or Bitdefender, installed on your device. Try temporarily disabling this application for the duration of the call and rejoining the 1:1 Online Appointment.

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