If you encounter technical difficulties during an appointment, please try these troubleshooting tips or contact us for immediate support using the Support online chat feature.
Try the following common causes and solutions:
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Camera, sound, or microphone permissions: Ensure your browser camera, sound, and microphone settings are set to on. You will need to refresh the page after you have turned these settings on.
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VPN interference: Disconnect any VPN service you might be using before joining your appointment. Many VPN services can interfere with video calling software.
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Connection speed issues: Test your connection at Measurement Lab. We recommend connection speeds of 5 Mb/s or higher. If your connection is slower than 5 Mb/s, try using a different network or connect your computer to the router using an ethernet cable.
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Setup compatibility: You can run a network test to verify whether your setup is compatible with our video-call software. It takes about three minutes to complete and it will tell you where the problem is exactly.
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App updates: If you are using the Inkblot mobile app, ensure that you have updated it to the most recent version.
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Send a message in the chat: If you have connected to your appointment, but don’t see your care provider, send a message in the chat box to ask if they are running late.
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Use the toll-free unique phone number to attend your session by phone: From the Appointments screen, in the Upcoming Appointments section, find the phone number and unique PIN for your appointment. On your phone, dial the number and enter your PIN. Please note that this number is only free of charge if you are calling within North America.