Please take a look at our frequently asked questions:
Q: I’ve already downloaded the video plugin, why am I prompted to update it again?
A: The video plugin may have been updated since your last visit. We occasionally provide fixes and enhancements to our video software to improve the quality of visits.
Q: Why couldn't I see myself during the webcam test?
A: Ensure your webcam is plugged in and enabled. If the problem persists, please refer to the documentation that came with your webcam and that you have installed the latest software provided by your webcam manufacturer. Some USB webcams are not detected here but may still work!
Q: Sound was not detected from my microphone; what can I do?
A: Make sure your microphone and speaker(s) are plugged-in, active, and turned on. Be sure that they are not muted.
Q: I heard an echo in a conversation; what can I do?
A: Generally, if you can hear echo, you're not the one causing it. Ask the other person to lower the volume on their speakers and/or move the microphone away from their speakers. If that doesn't fix the problem, ask the other person to ensure they have echo cancellation turned on.
Q: Why can't I hear any sound from my speakers?
A: Check that your speakers or headset are plugged in and you haven't accidentally clicked the mute button on your device or headset. If you're in a loud area, it might be hard for you to hear the provider - consider moving to a quieter space.
If you're still having issues, we're here to help.
Please call us at (866) 896-1431