Client Says They Logged In I don't see Them

Three clients logged in. I did not see them; even after refreshing my browser

1 Like

I came to report the same problem happening today. Does anyone know why this happens and how to fix it?

Hi Jason,

Sometimes its related to high latency on the provider or patient end. Since most patients use mobile devices id encourage them to connect over Wifi vs cellular data as most of the time Wifi is a stronger signal for the video call.

I’ve had this problem repeatedly today and last Friday. My browser clears cache everytime I log out, and this has not been a problem for the previous year I’ve used Doxy. Is anyone else having a new problem with this?

I have had the same problem today 4 times, client says they are in the waiting room and I do not see them. what is the fix

Same here. I’ve been using for over a year and only started to experience this issue on Monday and today. Patients are not showing as in the queue even though they are there waiting, and takes like 5 min for them to show. Very frustrating. I tried Chrome and Firefox with same issue.

1 Like

I’m having same issues. Looks like the only Doxy response is to have a patient using a mobile device to use wifi not cell data?

My client is using a brand new tablet, has run the Doxy pre-call test with no problems indicated, and sits literally next to their wifi router. They’re definitely using wifi, not cell data.

Doxy, any other help you can offer us?

I’ve been having the same issue with multiple patients over the last several days. Very frustrating! I’m now having to text/call every patient when I don’t seem them in the patient queue at the start of a session time. Sometimes reloading works but often doesn’t. There is no clear pattern either.
I’d also appreciate some help from Doxy.