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Troubleshooting

Last Updated: August 24, 2021

Troubleshooting Video Calls

We're sorry you're experiencing issues connecting to your video call. Let's go through a few steps to help get you connected.

💡 Remember to check your chat! Your clinician may be trying to give you tips on getting connected.

Chat Now

I can't hear and/or see my BCBA

Step 1: Exit and Refresh the Page

Do not end the call. Simply refresh the page and you will be prompted to rejoin the video call.

Step 2: Chat With Your BCBA

If this still does not work and you cannot hear you BCBA, use the chat feature to reach out to your BCBA and let them know the issue.

Click here to access your chat

Step 3: Restart Your Browser

You only need to do this if step 1 and 2 do not work. Sometimes, your browser just needs a quick reset to get things working again. Quit your browser completely (closing the browser by clicking the X does not do this) then reopen it and navigate back to your call.

browser option
Quitting a browser on Mac

My BCBA can't see or hear me

Step 1: Check Camera & Microphone Permissions

When you click "Join Call" for the first time, you will get an alert in your web browser asking if you want to allow AnswersNow to have access to your microphone and camera. Click "Yes" or "Allow" when the prompt appears. 

If you clicked "No" or do not see this message, select your browser from the list below and follow the steps to get access.

Once you've ensured that you've allowed access to the camera and microphone, refresh the video call page‍.

Step 2: Chat With Your BCBA

If this still does not work and you cannot hear you BCBA, use the chat feature to reach out to your BCBA and let them know the issue.

Click here to access your chat

Step 3: Restart Your Browser

You only need to do this if step 1 and 2 do not work. Sometimes, your browser just needs a quick reset to get things working again. Quit your browser completely (closing the browser by clicking the X does not do this) then reopen it and navigate back to your call.

browser option
Quitting a browser on Mac

My audio keeps echoing

Step 1: Try Connecting (or Disconnecting) Headphones to Your Computer

If the waiting room told you that there was an error with your microphone, you might try connecting headphones to your computer. Be sure to check that your headphones have a microphone. Once you've connected the headphones, refresh the video call page.

If you were already using headphones and saw a microphone error, try disconnecting your headphones from your computer, and refresh the video call page.

Step 2: Restart Your Browser

You only need to do this if step 1 and 2 do not work. Sometimes, your browser just needs a quick reset to get things working again. Quit your browser completely (closing the browser by clicking the X does not do this) then reopen it and navigate back to your call.

browser option
Quitting a browser on Mac

My video is lagging

Step 1: Close Any Applications and Tabs Not in Use

It is likely that you are using too much memory or storage on your computer. A sign of this is if you are able to hear your computer’s fan running. Exit out of any applications that are running, but not currently in use. Additionally, close all tabs in your browser that are not being used.

Step 2: Check Your Internet Speed

Go to www.speedtest.net and press "GO" to check your internet speed. When the test completes you should get a screen that looks like this:


speedtest
Sample Speedtest results


Typically, you'll need the DOWNLOAD and UPLOAD numbers to be above 1.5 Mbps. If you've got faster internet (like the engineering team at AnswersNow), even better.

If your DOWNLOAD and UPLOAD speeds are less than 1.5 Mbps, you should contact your internet provider.

To ensure success moving forward, we recommend you conduct a speed test at least 30 minutes prior to your next session to make sure your internet connection is working properly.

Step 3: Restart Your Browser

You only need to do this if step 1 and 2 do not work. Sometimes, your browser just needs a quick reset to get things working again. Quit your browser completely (closing the browser by clicking the X does not do this) then reopen it and navigate back to your call.

browser option
Quitting a browser on Mac

If restarting your browser doesn't work, you can try to use another device you can use to connect to your call. If you don't have another device to try, please continue to the next step.

Step 4: Reschedule Your Call

If your video is still not working to the point that it prevents you from continuing the session, you should reschedule the call with your BCBA before continuing to step 5.

To reschedule your call, go to your dashboard and click reschedule. The screen may look like this:

reschedule call
Click "Need to Reschedule"

Or this: 

dashboard
Click "Reschedule"

Step 5: Restart Your Computer

We recommend you completely restart your computer. Prior to your next session, please ensure that all unnecessary tabs and applications are closed completely before you login.


Step 6: Reboot Your Router

If restarting your computer doesn't work, you can try rebooting your router. Each router is unique, but there is usually a button located on your router that allows for a reboot. Contact your internet service provider if you are still experiencing issues.