Client's Samsung does not connect

Client has new Samsung phone that will not connect. Camera and Audio say they are working. Her old Samsung not a problem. We also tried her husbands new Samsung phone and it also will not connect. What can be done? We’ve tried everything we can think of.

Thanks for posting, @beckymorehead. Without knowing more details about the phone models and the browser used on the phones, I wouldn’t be able to say what the problem might be. You can always write in with these details and the date/time they occurred and we’ll help you troubleshoot. You can do this via chat (the HELP button on the bottom right of your dashboard) or via email ( For providers on a paid subscription, we also offer live phone support for assistance.