Troubleshooting Live Sessions

When encountering issues during a live video or audio session (i.e. blurriness, choppiness, slowness, etc.), try the following steps:

  • Ensure that you have a good internet connection.
  • Make sure you are not connected through a VPN network.
  • Make sure your device's microphone and/or camera is enabled. 
  • Check the App Store to see if there is an update available. If there is, download the latest version for the best user experience.
  • If your app is up to date, delete and reinstall the app.
  • Restart your device.
  • Restart your Wi-Fi router.
  • Reset your phone or tablet's network settings by following these steps:
Android Devices
  • Go to Settings > Backup and Reset > Reset Network Settings > Reset Settings.
  • If applicable, enter the PIN, password, fingerprint, or pattern, then tap Reset Settings again to confirm.
  • A "Network settings reset" pop-up should briefly appear.
iOS Devices
  • Go to Settings > General > Reset > Reset Network Settings.
  • This also resets Wi-Fi networks and passwords, cellular settings, and VPN and APN settings that you've used before.
For continued issues, reach out to support@talkspace.com
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