We’ve all been there, staring at a loading screen when you’re trying to join an important call. If you’re a staff member or patient having trouble joining your online session through a mobile browser, these troubleshooting steps can help.
Note 📝: If you’re a Canadian client connecting to your virtual session through the Jane mobile app, you can head over to this guide: Joining an Online Appointment in Jane’s Mobile App
Enable Do Not Disturb (Focus Mode) Before the Appointment
Before joining the session, ensure that Do Not Disturb (or any relevant Focus Mode) is turned off before the session. It’s also helpful to keep your phone locked during the appointment to prevent interruptions.
Here are some handy guides walking through how to do this on your device:
If either participant is experiencing issues with audio or video after receiving a phone call, you’ll want to leave and rejoin the session.
Ensure your Browser has Camera and Microphone Permissions Enabled
Both participants should confirm that their browser has permission to use both the camera and microphone on their device. Choosing the correct devices before connecting to the session reduces media-related disruptions. Clients and staff members can run a Pre-Call test to ensure their permissions are set up correctly.
Here’s how you can check these permissions, depending on the browser you’re using:
- Safari: Settings > Safari > Camera / Microphone and ensuring both are set to “Allow.” (iPhone only)
- Chrome: See here for iPhone and Android steps
Further Audio/Video Recommendations:
- Try to avoid switching between devices (i.e, from the built-in mic to Bluetooth) after the session begins.
- In Chrome or Safari, you’ll want to click on the lock icon in the URL bar to confirm camera and mic access are allowed.
- If you’re using Bluetooth devices like AirPods, they should be connected and tested before joining the call.
- If permissions were denied initially, giving the page a refresh can trigger the prompt again.
In some cases, one participant may still be able to hear or see the other. This happens because iOS devices deprioritize outbound media (camera/mic) when interrupted (i.e, by a phone call), but may continue to allow inbound audio/video.
Additional Troubleshooting Recommendations
1️⃣ Stay close to the router or use a wired connection
For consistent audio and video quality, both participants should remain near the router or use a wired Ethernet connection. For those using wifi, this helps minimize signal interference, and a wired connection is preferred when using laptops or desktops. If the connection drops during a session, switching to mobile data may help restore stability quickly.
2️⃣ Refresh the page instead of toggling the camera or microphone repeatedly:
Sometimes, repeatedly turning your camera or microphone on and off can cause them to stop working or become unresponsive. If both of these settings seem stuck, try refreshing the entire page. This usually works better than toggling the controls manually. You can try closing and reopening the browser app, as it will often reset access to your camera or microphone and get things working again.
3️⃣ Remain on the session tab or window during the call:
If you switch away from the video call, it might affect your device’s access to audio or video. To keep everything running smoothly, it’s best to avoid opening other tabs, windows, or apps while you’re in a session, especially if you’re using a device with limited memory or processing power. On mobile devices, minimizing your browser or navigating away from the session can also disrupt performance, so try to stay within the session for the best experience.
4️⃣ Ensuring your phone/mobile device is updated to the most recent browser and the latest OS
Before your call, check that your device and particularly your browser are up to date. Jane is constantly making changes both big and small, and so do browsers. Taking a moment to ensure you’re on the latest version before your appointment can significantly improve your experience and help you focus on what matters most.
- Updating iPhones OS
- Updating apps via App Store
- Updating Android Phone OS
- Updating apps via Play Store
Lastly, consider the age of your device and how it handles software updates. When a device’s hardware and support are outdated by several years, it can affect the quality of Online Appointments calls due to decreased overall performance. We recommend checking whether your device is compatible with the latest upgrade and consider upgrading accordingly if needed.
Still no luck? Shoot! Please give us a call or send us an email and we’ll do our very best to help. 💙