Hi! I ran into two different problems today in trying to have a client access the video sessions. She had successfully accessed the sessions before on both her phone and computer. So this was new.
The first issue with her computer is as follows:
She was initially able to access the video on her computer, but she could not hear me, although I could hear her. We disconnected to try again and then she could not get back into the video session. I sent her the link again and created another session and sent her that link both times the initial "Welcome" screen would appear without the video icon box or microphone box or name box filled in. She could put her name in the name box, but when she tried to access the drop down arrows in the video and microphone icon boxes they just became outlined in blue and would not give her any options to choose from. Also, she was not able to click on the "Join Video Call" but would get a circle with a line through it.
The second issue occurred when she tried to use her iphone instead:
My client tried to access our telehealth session by phone after not being able to access the video session on her computer. When she tried on her phone it said, "Safari cannot open the page because the address is invalid".
After this we rescheduled for Friday and I sent her the Telehealth Troubleshooting guide for clients, but I would like some guidance in case she runs into either of these problems again.
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