If you are using a mobile device during a session and it is overheating we would suggest closing any other apps running on the phone before joining the session. Running multiple unneeded apps in the background and combining video conferencing can cause the phone to become warm and possibly enough to shut down for protection.
Below we've included the links to the Apple and Android support pages. In addition, we suggest having all clients click on the test setup button within the client portal. These tests will run tests on their equipment and connectivity before joining a session to ensure they do not experience hardware or network issues.
Apple Support Steps: https://support.apple.com/en-us/HT201330
iPhone X and later
Step 1: From the Home Screen, swipe up from the bottom of the screen and pause in the middle of the screen.
Step 2: Swipe right or left to find the app that you want to close.
Step 3: Swipe up on the app's preview to close the app.
iPhone SE, iPhone 8 and earlier, and iPod touch
Step 1: Double-click the Home button to show your most recently used apps.
Step 2: Swipe right or left to find the app that you want to close.
Step 3: Swipe up on the app's preview to close the app.
Android Support Steps: https://support.google.com/android/answer/9079646?hl=en
Close apps
Step 1: Close one app: Swipe up from the bottom, hold, then let go. Swipe up on the app.
Step 2: Close all apps: Swipe up from the bottom, hold, then let go. Swipe from left to right. On the left, tap Clear all.
Step 3: Find your Home screen: Tap Home.
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