PC or Laptop - Cannot see or hear the other participant

PC or Laptop - Cannot see or hear the other participant

Issue:
You and your client attempt to join a call, but you cannot see or hear each other.  Both sides can see their own video.  You and your client only sees a blank room that says "You are the only Participant".

Solution:
The most common reason this occurs is if you and/or your client are using an incompatible browser.

We highly recommend using Google Chrome, Mozilla Firefox, or Safari (if using Mac).

More Troubleshooting Steps
If the above doesn't work, please try the following:
  1. Restart your device - Common issues occur when you have too many apps opened or another program is using your audio/video.
  2. How old is your device? - Compatibility may be an issue for devices older than 3+ years.  See our System Requirements FAQ for more details.
  3. Are you using our Mobile App? - Try installing our mobile app

    Apple iOS
     

    Android
  4. Bandwidth / Internet Speed - Check your connection for slow connection speeds. 
    1. If connected by WiFi, walk closer to your wireless router.
    2. If connected to a work Wifi, disconnect and use your mobile data (some work Wifi may be blocking your connection)
  5. Firewall / Anti-Virus programs - if your device has a firewall or anti-virus program running, check that HIPAA Video is allowed.  You may need to add "https://secure.hipaavideo.net/" to the Allowed Rules.
  6. Is your device up to date? - Check that your device is running the latest update.  If it's been a while since you updated, now might be a good time to give it a try.

If you are still experiencing connectivity issues, please contact us at 1.866.444.7221 Option 2 or email us at support@hipaavideo.net.


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