Internet connection unstable message last few days
Answered
Hi,
The last few days on both my end and multiple clients we are getting the error message, "Internet connection Unstable". The bars on lower right half turn red. There is then delays in audio and video gets blocky looking. Both my client and myself have 5 bars of internet on top of our screen and computers are web optimized, no other video browsers running in background. Not sure if there is anything I can do?
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I have been having the same issue for the past two days. Freezing, audio cutting out. My last client couldn't connect to her session and we had to switch to Zoom.
Is it a problem if we are on different browsers? Client was on Safari on her Mac and I was on Chrome on my Mac. It's never been a problem until this week.
Thanks for any insight!
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Same here. My wifi speed is very fast, and I've verified it, so have my clients. It would be great if SimplePractice could prioritize this issue. It makes me look for other platforms!
Also, the "connection unstable" banner across the screen is more disruptive to the session than the choppy video and audio.
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Hi everyone, I also put in a request yesterday and they asked for same information: time frame, browser, ect... It happened again today during each session, from 9am-2pm PDT at least once every hour--but this time my video and audio stayed fine. I am waiting for a response back from SimplePractice. I really appreciate everyone's comments above as it tells me that perhaps it is not my computer or internet connection like I had feared, and I can wait before contacting Xfinity and getting an extender. I too am frustrated with the choppy video and audio as I have none of these issues with Skype.
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I have still received no response to this issue from SimplePractice myself after replying to their request for more information on Wednesday. I sent in a separate help support ticket and that was how I received any response from them. I doubt this general thread is monitored often. I suggest sending in a separate support help ticket if you have not already, maybe if enough people do that it will move things along.
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SIMPLE PRACTICE PLEASE RESPOND - We are struggling with this issue. This is not an isolated event. I have 4 therapists working from all different locations and I am also experiencing the same concern. We need to understand what you are doing to fix this and how quickly. It is impacting client care and we need to advise our clients as it is very frustrating to them and us. It is freezing screens, voices are slowing down. We need to understand the timeline to resolve this issue.
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I've had the same problem over the past few weeks. I've had to do an emergency switch to Skype several times. On Skype, everything was fine. Having ruled out problems with my gear and software configuration, including browser, I conclude the problem somehow lies with SimplePractice and is for them to solve if they want to keep me and I suppose the rest of you subscribing to them.
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Good evening everyone! I did hear back from simple practice and they indicated that they are working on the issue but they were not able to give me any time frame.
I have submitted a new request (on 2/23) as a different message “trying to reconnect” kept coming up on screen, interfering with both the audio and video. A very frustrating experience! -
Good to learn SimplePractice is trying to fix this. Just for the record, I've continued to experience these problems. I was forced to move two sessions to Skype minutes after they started yesterday. Today, I've had several sessions without such problems, but a few were otherwise, featuring freezes etc., so I'm seriously considering an alternative to SimplePractice Telehealth unless this gets decisively remedied in the next week.
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This is consistently happening for me during my sessions as well. I did all the troubleshooting, upgraded my WiFi and reached out to Simple Practice for support, but nothing has changed. Consistently have the red bar, the "internet connection unstable" and a few times get a "reconnecting" signal where client and I are unable to see one another. This is super frustrating/stressful for both myself and clients!
Have to agree that if Simple Practice is unable to make substantial changes ASAP, I will have to look for alternative platforms. Anyone have any recommendations?
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Hi everyone,
We sincerely apologize for the time it's taken to address this post. Note that the quickest way for you to get in touch with us directly regarding questions with your account or your clients is by submitting a SimplePractice Help Request Form. You can also reach us on our Live Chat feature, offered Monday - Friday, 6am - 7pm PT (learn more here). If you're still experiencing any issues, please reach out to us through one of these options so that we can provide account-specific guidance.
Note that we have removed the Internet Unstable banner from Telehealth.
Although we're periodically monitoring the Community Forum, this is also a place for customers to exchange ideas and engage with one another on how to best use our platform. Thank you all for acting as resources for each other in the meantime.
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