How to start your video session
Once you’ve been confirmed for your group, you will be able to view your upcoming sessions by logging into your member portal and seeing your sessions on your home page. You can see the dates your sessions will be meeting on your home page. When the button turns blue, 15 minutes before your session, click the ‘Join this Session’ button. If that’s not working, we also send you an email reminder 24-hrs before each session containing the unique zoom link to join that week’s session.
Once you load the link you may enter a virtual waiting room, until your therapist starts the meeting. We recommend checking your network stability prior to the meeting, so that you will be able to join on time.
Tips for a successful video session
Our sessions are conducted through Zoom. Here are 5 tips that will help your session go as smoothly as possible.
- Restart your computer before your session.
- If there are any programs running in the background on your device this can take up a lot of power. So, it’s a good idea to close everything out and restart your system.
- Make sure you have a reliable internet connection.
- The better your internet connection is, the better your video quality will be. You can use wi-fi, but consider using an ethernet cable and plugging directly into your router if your video quality is lacking.
- Try to use a newer device with plenty of processing speed.
- Conducting a video session takes a lot of power from your device. Older devices can have a harder time processing the video, which can cause choppiness.
- Use low resolution.
- If your video quality is low, try lowering the resolution. Using LD (low definition) or SD (standard definition) requires less bandwidth and power than using HD (high definition), which can cut down on any potential choppiness during your visit.
- Use headphones.
- Most devices will automatically eliminate echo or any audio feedback so you won’t hear yourself talking through your speaker. But if you do hear yourself or have any feedback, try using headphones and that should solve the problem.
When encountering issues during a live video 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.
- Restart Zoom
- Restart your device.
- Restart your Wi-Fi router.
- Reset your computer, 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.
If you’ve attempted the recommended solutions above and you’re still having trouble, rest assured. We’re here to help. To assist you in resolving these issues, please email support@grouporttherapy.com and include the following documentation in your outreach:
- A detailed explanation of what issue you’re experiencing and how long it’s been going on
- Mention of the troubleshooting steps you’ve already taken
- Screenshots of the issue (if possible)
- A summary of what you were doing before the issue occurred
Once we receive your outreach, we’ll get to work on investigating the issue further. Please allow up to 24 hours for a follow-up response so that we may fully research the issue and recommend any workarounds that may be possible in the meantime.