If you experience frozen video, choppy or delayed audio, or other similar problems during the call, we recommend using Troubleshooting instead of ending the call and asking your patient to check back in.

First, click on the Options button in your control bar, then choose Troubleshooting.

Second, choose Refresh video. This will not end the call. In fact, it's so quick you and your patient will barely notice anything.

We'll then ask you if that solved the problem. If so, click Yes and you're done. If not, click No.

If refreshing did not solve the problem, we'll invite you to Restart the call. It's best to give your patient a heads up before doing this. But reassure them that they won't have do anything but hang tight. There's no need for them to check back in again.

If that doesn't fix the issue, it's likely the problem is related to a poor connection. Thus we'll offer a link to a help article that covers some other solutions you can consider trying.