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How to troubleshoot during a call
How to troubleshoot during a call

Troubleshoot your live call

Colin avatar
Written by Colin
Updated over a week ago

Our new troubleshooting feature includes two methods for fixing audio and video problems during a call. Both methods take only seconds to perform, and do not require your patient to check back in. This video provides an overview of how the feature works.

Step by step instructions

If you experience audio or video issues during a call, first click on the three dots at the bottom of your window, then select Troubleshooting.

Once you have clicked on Troubleshooting, the first option you'll be given is to refresh the video. This step fixes some issues and is barely noticeable to the participants on the call.

If this doesn't fix the issue, you'll be invited to restart the call. You'll want to warn your patient before doing so. Simply invite them to hang tight while the call need for them to do anything.

Please note: A limited version of troubleshooting is also available on the patient side of the call. They are able to refresh the video, but they do not have the ability to restart the call.


Troubleshooting is unlikely to fix issues related to a faulty device or an unstable connection.

If you have any questions, please contact our support team.

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