Client audio not working all day

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Jennifer Rock

• March 01, 2021 22:42

Across multiple patients today, none of my patient's audio was working at all. They could hear me but no matter what I couldn't hear them. 

 

This is a major problem and I can't use the platform (obviously) if this continues. Everything up until now worked fine. 

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  Michelle Vollmar

  • March 04, 2021 01:08

  I am having the exact same issue. I saw all of my clients without incident yesterday and today not a single session of audio worked. I was also not able to hear the test sound for any of the options listed. 

   

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  Jennifer Rock

  • March 04, 2021 01:20

  This is a really silly question - but did you try restarting your computer?

  I finally restarted and the audio did come back. I don't know what triggered the lack of audio to begin with but the restart reset whatever the problem was.

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  Michelle Vollmar

  • March 04, 2021 01:36

  It's not a silly question, but no, I didn't - though that option was on my list. First I cleared my cache and updated my browser, per the SP recommendations, to no avail. I ended up needing to update my audio drivers, which I discovered by accident when I saw my Spotify wasn't working, either. Once the drivers were up to date my Spotify worked and I was able to hear the test sounds. Hopefully that will have resolved the issue for my sessions later this week. 

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  Ayelette

  • March 28, 2021 22:17

  Hi Jennifer and Michelle,

  I'm glad to see these issues have been resolved.

  For future reference, the quickest way to get support for account-specific questions is to send us a help request by clicking the blue question mark > Get Help option on the lower right of your SimplePractice account. For more details, feel free to check out this Help Center guide: Logging in to SimplePractice and submitting help requests.

  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. We appreciate you acting as resources for each other in the meantime.

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