Who is this article for?
This article is for both clients and therapists who use Konfidens for video therapy. The video solution is provided by Whereby.
Try another browser
Tip number 1 is always to try another browser.
Problems in video calls are often related to browser settings. For example: if you're using Microsoft Edge, try Chrome. If you're using Chrome, try Firefox.
Remember to allow the browser and website access to the microphone and video when asked.
We generally recommend using the Chrome browser.
Try joining from mobile or another device
Tip number 2: Try another device
If you have access to another device, e.g. another laptop, iPad or mobile phone, try joining the session with this.
The video is lagging
Video lagging is most often due to a weak internet connection. It can also be because of many programs being open on your computer, making it slow.
You can try to
Use a different browser
Connect from mobile or another device
Connect to a different network, e.g. by sharing WiFi through your mobile phone
Restart your computer
Restart your WiFi router
The other party can't hear me
If the other party cannot hear you, first check the microphone icon at the bottom of the screen.
If the color behind the Microphone icon changes from dark to light when you speak, your voice is being detected by the application. In this case, the problem likely lies with the other party. Send them this guide and ask them to check the section under: "I cannot hear the other party".
If the icon does not change background color, the application is not detecting your voice. In this case, the cause of the error is often in the operating system's or browser's access to the microphone.
If your voice is not being registered in the app, you can try to
Connect from a different browser
Connect from mobile
I can't hear the other party
If you cannot hear the other party, this is often due to the sound settings on the computer, microphone settings on the computer, or lack of access to the website.
You can try to
Check that your sound is turned on. Test if you can hear sound from e.g. YouTube.
Connect from a different browser
Connect from mobile or another device
Connect a headset or microphone to the computer
Restart your computer
It is also an option to call via mobile phone, and use the video call only for video.
I can't see the other party
If you cannot see the other party, this is often due to lack of access to the website.
You can try to
Connect to a different browser
Connect from mobile or another device
Restart your computer
Check if video access is blocked for the website
Did that not help? Download the Chrome browser and try again. Contact us via chat or email if it also doesn't work from another device.