Connection freezes

Why does my video and audio freeze quite often several minutes into a call? Sometimes it freezes and unfreezes momentraily and other times freezes permanently.

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I am having the same problem and then having to resort to FaceTime. If there is not a solution shortly, I will need to find a different platform.

I am having the same issue the last week most of the time. At 5 minutes exactly, ( about 8 pts in a row now ) my audio stops and screen freezes on the patient’s end. I can see and hear them. I have resorted to telling them this will happen and to log in again. I do not see a solution and no tech support from DOXY>ME to help with this. My IT consultant looked and and could not correct this. I have had to resort to Facetime often and getting frustrated with this.

I have the same problem with patients who have poor connections and are using an iPhone. Usually they say they have 2 bars or less on their phone connection. It helps to have them log off and log back on and then to refresh my browser page.

Thank you. I have refreshed my browser page, but will try your suggestion about having them log off and then back on

Mine is doing great until about 40 minutes in. They leave and come back and I restart the webpage, but it stays the same. Will call reset correct that?

Mine does the same thing. I usually have to log out and back in. However, the other day I had to switch to Facetime. Does anyone know when should we expect this be corrected?

Last week in particular, it seemed worse. The clients in more remote areas have worse internet and now I loose the calls entirely! Even refreshing doesnt help and we make sure all streaming and other apps are not running. This is very frustrating.

So it is hard to really answer this without more specifics about your hardware, software and network. As some general advice, I’ve asked a member of our tech team about this in the past, this is the answer they gave me: If your calls are consistently freezing or abruptly ending at the same point in the call (i.e., someone in this thread saying it happens at the 40 minute mark) then a possible explanation is that your device is running out of processing power after running for that amount of time. Restarting the computer might help with this.

If you would like more specific troubleshooting help, then I encourage you to use the help button on your dashboard. The bot there will recommend some solutions, and if they don’t help your message will be assigned to a member of our staff to try and help. This forum is not a good medium for back-and-forth troubleshooting, especially as multiple people pile into thread. There’s no reason to assume the same thing is the cause of the problems each of you here are experiencing.

For patients or providers with slow or unreliable internet connections, we can offer the advice found in our help center on improving your connection in your home or office.