Can't see or hear client but they can see and hear me

Users' Lounge
#1

For the past few weeks I have been experiencing off and situations where the client comes into the waiting room and then I let them in and it seems to connect. However the user screen portion is left blank and I cannot hear the client. They can hear and see me. I always logout and reboot my session between clients so I don’t think there is anything more I can to to try and work around this. I have had clients logout and restart their browser and it doesn’t seem to make a difference. I submit a help request about this last week but the support person has not been helpful at all and won’t at least say that this is a know problem. However I have other staff on different types of computers that have seen this and other therapists in my area have also seen this.

I am on a MacBook Air (10.15.6) and am using the Chrome browser (Version 85.0.4183.102 (Official Build) (64-bit)). I have gigabit ethernet from Comcast.

Any help with work arounds or getting this escalated with the doxy.me development team would be appreciated.

1 Like
#2

I’ve had this difficulty also, since last week Thursday. I have the Doxy.me Pro account as well and reached out to the Service team to no avail. They stated that only support Chrome, Edge or Safari 11+ browsers. But people who used to connect just fine are now (all of a sudden) have difficulty. I also have a MacBook Air 2019 with gigabyte Xfinity data. My workaround has been using the TherapyNotes Telehealth system but I don’t like it as much.

#3

I’m on an older MacBook Pro. I have the reverse problem. Clients cannot see or hear me, though they are able to get a message in chat. I keep going through all the fixes I can. In one case it appears the client’s internet connection is not up to it. I tried another platform which worked fine.

#4

Me too I have one client that this week this keeps happening when last sessions 2 weeks ago it worked just fine.

#5

After two weeks of struggling they finally told me it is related to clients use the latest version of Firefox. I’ve had them switch to chrome and it works again.