Video Session Troubleshooting Tips

I only see the ‘Waiting for others to join’ screen

Please give your provider 3-5 minutes to join the call. If you continue to see the “Waiting for others to join” screen, your provider may send you a direct link via email. Or, they may call your number on file. Please note, video sessions may be required. This depends on your health plan or state requirements.

If you’re having issues, call us at 1-866-287-1802. We’re available 9 am – 8 pm ET Monday to Friday.

The 'Join the call' button isn't working

this site is attempting to open a pop-up windowWhen you select the button, a new tab should open. Next, you should see a pop-up. Select Allow. This lets the program use your microphone and/or camera.

If you don’t see a pop-up, your browser may be blocking them. Check your browser settings.
Confirm pop-ups are enabled. Then try rejoining the call.

I can't see or hear my provider

Make sure your camera and microphone are enabled on your browser.

For the best experience, we recommend using Google Chrome. You can download the Chrome
browser here.

For web browsers using Google Chrome Video FAQ

  1. Select the three dots to the right of the search bar
  2. When the menu appears, select Settings
  3. Select Privacy and security
  4. Select Site settings
  5. Under “Permissions,” select Camera
  6. Choose your preferred camera
  7. Select Sites can ask to use your camera
  8. Return to the “Permissions” menu
  9. Follow the same steps for Microphone
  10. Refresh the window
  11. You’ll see a pop-up. Select Allow. This enables the program to use your microphone
    and/or camera.

For iOS mobile devices using Google Chrome

  1. Go to your phone’s Settings
  2. Select Privacy & Security
  3. Select Camera
  4. Toggle Chrome on
  5. Go back to the Privacy & Security menu
  6. Select Microphone
  7. Toggle Chrome on
  8. Go back to the window with the video session
  9. Refresh the window
  10. You’ll see a pop-up. Select Allow. This enables the program to use your microphone
    and/or camera.

For Android mobile devices using Google Chrome

  1. On your Android device, open the Chrome app
  2. To the right of the address bar, select More and then select Settings
  3. Select Site Settings
  4. Select Microphone or Camera
  5. Toggle to turn the microphone or camera on
  6. If the EnableTo website is “Blocked,” select the site and then select Access your
    microphone (or camera)
  7. Select Allow
  8. Go back to the window with the video session
  9. Refresh the window
  10. You’ll see a pop-up. Select Allow. This enables the program to use your microphone
    and/or camera

Why do I see a flickering screen on my laptop?

Your browser may be the issue. Video sessions are not compatible with Internet Explorer. For the best experience, we recommend using Google Chrome on your desktop computer. You can download the Chrome browser here. (Firefox or Safari also work.) If changing your browser doesn’t work, you may need to enable your camera. You may be prompted to allow the program to use your camera and/or microphone.
Video FAQ

Make sure that the camera you’re using is selected, whether it’s external or built-in. Select Allow.

Video FAQ

If you’re not prompted to allow usage, you may need to update your browser settings.

How to enable your camera and microphone on Google Chrome (for desktop):

  1. Select the three dots to the right of the search bar
  2. When the menu appears, select Settings
  3. Select Privacy and security
  4. Select Site settings
  5. Under “Permissions”, select Camera
  6. Choose your preferred camera
  7. Select Sites can ask to use your camera
  8. Return to the “Permissions” menu
  9. Follow the same steps for Microphone
  10. Refresh the browser window
  11. You’ll see a pop-up. Select Allow. This enables the program to use your microphone and/or camera.

I was disconnected from my video session. How do I rejoin?

You can rejoin the session within the appointment window. If you’re having issues, call us at 1-866-287-1802. We’re available 9 am – 8 pm ET.