If a technical failure occurs while in a session, providers should call or message their client immediately to ensure their safety. To reconnect with the client on Visuwell please follow to troubleshooting manual found on the help page here.
If you still experience technical difficulties, contact one of our tech support representatives by creating a support ticket above or emailing us at support@Visuwell.com.
Video network connectivity requirements can be found here.
- Check your configuration setting to make sure your video, audio, and microphone settings are correct and the correct devices are selected. You can check your configuration settings and access these settings up in the address bar area in the browser you're using. If you have Firefox, there's a small video camera icon just to the right of the back button (note: if you do not see the button when you're in the session, you are using an outdated version of Firefox, please visit firefox.com to update). If you have Chrome, the camera icon is at the far right side of the address bar. Click these icons to access the sharing information and try an alternate mic input.
- Make sure your speakers are plugged into the correct port and your microphone is turned on.
In some cases, a feedback loop from internal microphone and speakers may occur, causing an echo in the audio feed. If you are experiencing an echo in audio, there is a chance that you have multiple audio devices enabled at once.
You can manage your microphone and speaker settings in the computer control panel. Make sure that the appropriate audio and microphone devices are enabled and that any other audio and microphone devices are disabled.
For Windows: Go to control panel>device manager>sound/video controllers>double click to disable.
For Mac: Go to System Preferences>Hardware>select speaker and microphone icons, respectively.
- If the echoing persists, we recommend using a headset or using headphones for the speakers especially if the speakers are too close to the mic, causing a feedback loop.
If you are still experiencing problems, we encourage you to contact our support team at support@Visuwell.com.