If you're having trouble hearing or seeing your provider during a live session, follow these steps to resolve the issue:
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Check camera and microphone permissions.
Permissions issues are a common cause of audio and video problems. Please follow this guide to check whether the Talkspace app or website has access to your camera and microphone, and update your settings if needed.
If you’ve enabled your permissions and still have issues, ask your provider to check their permissions as well.
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Ensure a strong internet connection.
A weak or unstable connection can cause frozen video or choppy audio. You can google "speed test" to check your connection quality. If your connection is unstable, try switching networks (e.g., from WiFi to mobile data) or moving closer to your router.
For long-term improvement, consider upgrading your internet plan or troubleshooting your home network.
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Try general troubleshooting tips.
If the above steps don't resolve the issue:
- Try joining the session from a different device (e.g., switch from app to browser, or vice versa)
- Use a supported browser—Google Chrome is recommended. If unavailable, try Firefox or Safari. Privacy-focused browsers (like Vivaldi or DuckDuckGo) may cause issues.
- Try using your browser’s incognito or private browsing mode to rule out issues caused by extensions or cached data.
- Clear your browser’s cache and cookies, and ensure your app or browser is up-to-date.
Still need help?
Most audio and video problems can be resolved by following the steps in this article, so we strongly recommend trying those first.
If you continue to experience problems, please contact Support and include the information below so our team can investigate further. Providing these details will help us resolve your issue more quickly.
- Short description of the problem and a screenshot of the error message (ensure any sensitive/private information is redacted).
- The time and date of your session.
- Your device type (i.e., Mobile - Android/iPhone, Windows/Mac desktop or laptop, Chromebook, Other). If you tried multiple devices, please include that in your response.
- If on the app, were you using iOS or Android?
- If on the computer, what web browser were you using?
- For each device you tried, have you successfully joined a session on it before?
- Did you enable your device's microphone and camera before or at the start of your session?
- Were you able to join the session by clicking on the "Join session" button posted to your room?
- If no, did you see the option to join at all within your room? Was the option greyed out?
- If yes, for how long did the session connect?
- Is the issue equally occurring when connected to wifi and cellular networks?
- What country are you in currently?