Suppose you are experiencing audio issues during a telehealth session. In that case, both users in a session should test their setups -- the therapist can access this by going to Test Setup on the top of their dashboard, and a client can do this by signing into the client portal and clicking on Test Your Setup. There, they can ensure that the website is picking up sound from the microphone, and you'd also be able to test your speakers to ensure that you can hear sound.
If you can't hear sound on the Test Setup page, users must ensure that their web browser is configured accurately to allow sound to play. TheraPlatform itself doesn't control sound settings or whether a speaker/microphone works -- it relies on the configurations of the web browser you're using and the sound settings on your computer.
If you're in Chrome (which we recommend all users use), you can check your sound settings while on the Test Setup page by clicking on the lock icon to the left of the web address bar and ensuring all settings are set to allow (please GIF below)
Additional Troubleshooting Tips
- Make sure your speakers or headphones' volume is turned up.
- Please check your speaker output: If multiple audio output devices are available, please check that you have the right one selected.
- Check your cables, plugs, jacks, volume, speaker, and headphone connections
- Fix your audio drivers
- Restart Audio Services
Note: If you use headphones and unplug them during the session, you may experience sound loss. In these cases, you may need to restart your browser or computer.