Mobile Device - Cannot see or hear the other participant

Mobile Device - Cannot see or hear the other participant

We highly recommend downloading our mobile apps for Android or iOS.  Please click the links below to download the app to your device or, search for "HIPAA Video" from the app store.

Apple iOS
 

Android


More Troubleshooting Steps
  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? - See the links listed above.
  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.

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