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Microphone. Clients hear me but I can't hear them.

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Theodore Solomon

My 1st session with client today, everything worked fine.  After that, client could hear me but I couldn't hear them on every session after 1st client session.  I was using Simple Practice on Chrome.  No problems with visual camera.  All the clients said there microphones were on.  I had to use my cell phone for audio during the sessions and we had no problems with the camera and could see each other.  Occasionally this has happened in the past but the clients identified as issue on their end.  I don't understand why this happened.

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Comments

15 comments

Date Votes
  • Theodore Solomon

    Need assistance with microphone issues.  Clients hear me but I can't hear them.

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  • Sara

    Hi Theodore,

    I have gone ahead and created a Help Request on your behalf so that someone on our Customer Success team can assist you further with this Telehealth issue that you are experiencing.

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  • Carol L. Wallace

    I have been having problems with clients hearing me all week. What is the problem and how can this problem be corrected?????

     

     

    Carol Wallace

    Change By Coniah

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  • Carol L. Wallace

    I have been having problems with my clients not being able to hear me all week. I have had to call them on my phone to provide services. What is the problem and how can this problem be corrected?

     

    Carol Wallace

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  • Sara

    Hi Carol,

    I have gone ahead and created a Help Request on your behalf so that someone on our Customer Success team can assist you further with this Telehealth issue that you are experiencing.

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  • Carol L. Wallace

    Thank you Sara.

     

    Carol Wallace

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  • Sharon L. Ferrell

    My clients can hear me, but I cannot hear them.  I have tried multiple browswers, with no success

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  • Sara

    Hi Sharon,

    I can see that you were able to create a Help Request to receive assistance on this and you will be hearing back as soon as possible once someone is able to continue helping you.

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  • Sharon L. Ferrell

    This is impacting my business and my ability to practice.  I called in and was assigned #12 in the queue, but could not wait.  Can I please set up a time for a call tomorrow morning?  Thank you!

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  • Sara

    Hi Sharon,

    I see that you called in and had to leave a voicemail due to being in the queue, however, I can confirm that our queue never exceeds 5 people at a time. I have gone ahead and added your response to your Help Request and increased the priority so that you can receive a quicker response as it is a timely issue.

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  • Patricia L. Sellers, M. A. AMFT, M. A. Ed Psych, HSMS, CAMC-1

    Suddenly, my clients do not have the ability to hear me on your simplepractice software program. This happened yesterday on 08/20/2021. How can I resolve this problem. They say they see an indication that I have then on mute, although I don't.

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  • Aaron Milton

    Please add me as well. I am having the same issue. My audio works because I can hear the piano when I click "Play test sound." But I cannot hear my clients. They report hearing me. This has happened on every call since a week ago. I was hoping it was a bug that would resolve itself. It appears that is not the case.

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  • Sara

    Hi Aaron,

    I have gone ahead and created a Help Request on your behalf so that someone from our Customer Success team can follow up with you on this.

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  • Melissa J. Jones

    I had a session with a client today. I could not hear him, but he could hear me. We finally had to switch to a telephone call to hold the session. We have had this problem intermittently for the past 2 months. Any suggestions about settings on the client's computer?

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  • Sara

    Hi Melissa,

    There are many factors that could cause this, therefore, opening a Help Request with our team will be the best way to investigate the cause of the issue and help resolve it.

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