Session ends unexpectedly

For the past few weeks a couple of sessions per day have ended abruptly after approx 40-45 minutes.
Not a good time to end since the therapy session is still ongoing at that point.
Quality of audio/video was fine during the session.
I use either a Windows based 1 year old laptop with Chrome browser with plenty of RAM and processing lower, or an iPhone-11 with Safari and the problem occurs when Inise either one of these. I do not know the device or browser the client is using.

Good afternoon,

Thanks for the community support. I currently use Doxyme as a backup for my primary platform. Sometimes the client and I switch from my primary platform to Doxyme midway through session. It is a seamless shift. Usually, the client and I decide to make the switch if the client’s phone/computer is acting a little wacky while using my primary. In my experience, switching to Doxy remedies this issue and we are able to complete the session. This may account for why some of the sessions seem to end after 40-45 minutes.

I appreciate the feedback, and hope I continue to be assisted in this manner.

Trevor

I am having the same issue with one particular client each week. It is cutting off near the end of the session, and we have to resign in to finish. It’s very jolting. No idea why it’s happening just with her.

I’ve had similar experiences always on Tuesday around the 50 minute mark (1:50 PST). I use Windows 10 with Chrome and my client uses her iPhone with Safari. We have a 75 minute session and this just started happening in the past twomonths.

Happened to me as well.

So - what is Doxy doing? Are they looking into the problem, their application, servers or connections? How do we find out if this is getting any attention?

Having same problem as well, regardless of which browser I’ve used. Very frustrating that issue hasn’t been resolved despite complaints made by multiple users.

How do we get Doxy support’s attention, open a “problem report” and get some action on this.
I might as well use another platform if this isn’t addressed. My clients and I are getting frustrated (and a little annoyed). The client’s are using various technologies, iPhone12, Windows based computers; cellular data connection; or internet service providers. The 40+/- minute disconnect seems like it would be a software issue, much like a planned 40 minute free session with Zoom, but not planned by Doxy.

Thank you all for your feedback. The issues with the dropped calls we determined to be caused by a bug in the various versions of Safari, iOS, and iPadOS 14. These issues should be resolved by using the latest version (15+) of Safari, iOS, or iPadOS.

We did have some separate issues that were occurring on version 15+, but we believe those issues have been fixed by an update we deployed this morning.

This problem is happening still (though not every session) with clients using Window, or iOS on iPad or iPhone, and different browsers (Safari and Chrome on iOS devices, Chrome on Windows-based system).
Pretty consistently terminating Doxy.me around 40-41 minutes into the session…a very inopportune time for a 45-50 minute psychotherapy session.