If you experience problems with establishing connection, poor quality of video or audio, unable to share your screen or interruptions during screen sharing, slow loading of tools, apps, etc. follow these steps and guidelines to improve the quality of your connection and diagnose your connection.
TheraPlatform uses a peer-to-peer connection, which means that data is transmitted directly between peers and not through TheraPlatform servers. The quality of the Internet connection of any peers participating in the session will impact the overall quality.
Each participant should follow these guidelines to improve their Internet quality
- Do not use any other Internet applications, devices, or streaming devices on the network during the session (e.g., avoid streaming music or movies; having multiple Web pages open simultaneously; downloading large files; updating the computer, etc.). Even other individuals on the same wifi network using bandwidth may affect the video call.
- Use a wired connection. Connect wire directly to your router modem instead of using WIFI connection
- Make sure that your cable for a wired connection is properly connected (not loose) or damaged
- If you connected wire from your computer to the router, ensure that the Wi-Fi is disabled. On Mac OS, even if you connect wire, by default, the WIFI is used for the connection.
- If you have to use WIFI, make sure that any unused Wi-Fi connection is disabled or removed. On Mac OS, if there are other existing connections setup on the computer, it will try to connect to these connections which will cause temporary disconnection from your current network which will affect your session.
- Move your computer close to your router if you must use WIFI connection: ideally your router should be in an elevated position (not on the floor) and not blocked by walls or other devices, etc.
- Update your router software. Refer to your router documentation how to obtain the latest version of the software and how to update it.
- Restart your router
- Use up-to-date computer
- Use up-to-date operating systems for Windows and Mac
- Restart your computer once a day
- Remove sources of interference – Remove anything that could be causing interference. Power lines, cameras, wireless speakers, and wireless phones all cause network interference.
- Replace outdated or deficient hardware (machine, camera, microphone)
What can I do if I have done steps above and I still experience poor-quality connection?
Reach out to your Internet Service Provider and try to upgrade your plan to a faster connection. Ask them to come and diagnose your connection quality. The local network quality may be affected by your router or writing used in your location. Ask your provider to test for jitter and measure packet loss on your network.