will start great if BOTH you and your patient have a good internet connection and computer. Older devices, bad internet connection, and not enough bandwidth are the most common reasons why a call won't start. 

Run diagnostic tests
Have you and your patient run these diagnostic tests:

Make improvements
If you receive poor scores on the diagnostic tests, these steps will help you connect:

  • Make sure you and your patient meet minimum system requirements.
  • Use a newer computer with plenty of speed. Sending and receiving video takes a lot of computer power. Old or slow computers will have a harder time processing the video, which can cause choppiness. 
  • Turn off other devices on the same wifi connection are using high bandwidth activities (e.g., Netflix / Youtube / Skype / FaceTime)  
  • Move closer to your wifi router, and switch to the 5GHz frequency. This will increase the maximum amount of bandwidth available to your device over a shorter distance.
  • Use an ethernet cable connecting your computer to the router. This will provide the most stable connection possible. 
  • Make sure your router isn't physically obstructed or out of view. Keep it in the open, and the signal will be stronger.

If none of the steps above resolve the issue, please contact support

Did this answer your question?