Online Appointments

1:1 Online Appointments:  Troubleshooting Guide

Here are a few useful suggestions that you can try if you’re experiencing any trouble with your 1:1 Online Appointment.

1. Check to make sure you’re using Google Chrome as your browser

Our 1:1 Online Appointments are best experienced on a computer or laptop using Google Chrome or Opera. Android devices work best with Google Chrome.If you’re on an iOS device (iPhone, iPad) you will need the Jane Online Appointments app which is available on the app store.

2. Check your internet speed

Check your internet connection at You will need a result of 15Mbps or higher. If you’re seeing a number measured in Kbps, that’s not good news. If your internet connection isn’t great, you will have the option to lower the quality, shut off the video or do an audio-only session.

3. Try changing the video call quality

Online Appointments allow practitioners to change the video call quality if you’re experiencing choppy video or sound. To change the video call quality, click on the 3 dots at the bottom of your Online Appointment:

Select Manage video quality and choose from one of the lower-quality options from the list.

4. Close other applications

If you have several applications running at the same time, your Online Appointment session may have to compete a bit harder to run at full capacity. Close any windows or applications that you are not currently using, especially those that may also require use of your microphone or video.

5. Restart your device and plug in

Just like the best of us, sometimes our computers and phones just need a quick restart to get back in tip-top shape. Try turning off your device and turning it back on to see if that helps improve the overall quality of the session.Video calls can also be quite demanding, so you’ll want to make sure that you are also plugged into a power source to make sure your device is charged and happy.

6. Exit then re-enter your 1:1 Online Appointment

If you and your client are having trouble joining the room or connecting with each other (e.g. both parties are in the 1:1 Online Appointment, but are unable to see/hear each other), both parties can try leaving and re-entering the call to see if that gives the connection a push in the right direction.

7. Ensure your audio/video is enabled in your browser

Browsers may require that you provide permission for a website to have access to your microphone or webcam.
Here is a guide from Google Chrome’s support site on how to provide this access.

8. Check your computer’s security & privacy settings (MacOS)

If you’re on an Apple computer and the other participant can’t see or hear you, you may need to adjust your computer’s security & privacy settings. You can adjust them on an Apple computer by opening your System Preferences > Security & Privacy.

Once inside, make sure the browser (Chrome) is given access to the Camera and Microphone. You may need to restart your browser after changing this setting.

9. Clear your browser’s cache

Your browser is constantly remembering things for you to improve your browsing experience. But like people, sometimes the browser has things that we’d like them to forget (like an old setting). To do that, you can clear the browser’s cache to put it back into a clean state.Since we recommend using Chrome, here’s how you can do that:First, click the More (…) option in the menu that looks like three dots Find More tools > Clear Browsing Data.

Then choose the time range to remove. To remove everything, click the dropdown and select All time. Make sure “Cookies and other site data” and “Cached images and files” are checked off as well. When you’re done, click Clear Data at the bottom of the window.

10. Review your Chrome Extensions and plugins

Extensions and plugins provide your browser with extra functionality, enabling you to be more productive with your time online. Since these are designed to supplement and modify the standard behaviour of your browser, they may impact how your browser behaves when trying to access your camera, microphone, or joining a 1:1 Online Appointment.Please review them to ensure they aren’t impacting your browsing experience.

11. Temporarily disable ad-blockers and firewalls

Ad blocker extensions in your browser are great at preventing unwanted pop-ups from appearing— however, they might be doing their job a bit too well! Certain ad blockers may prevent the transmission of data between you and the person you are speaking with, which may result in both participants not being able to interact with each other despite being in the same conference room at the same time.If you run into this issue, temporarily disabling any ad blockers in your browser, then restarting the 1:1 Online Appointment might do the trick!

Pro-Tip: Certain ad blockers will allow you to whitelist certain websites, but remain active as you continue to explore the rest of the internet. This will save you some time from toggling on/off your ad blocker every time you wish to join a 1:1 Online Appointment. While each ad blocker is a little bit different, here is an example of what whitelisting might look like:

You may also experience a similar issue if you have a firewall software like Kasperski Internet Security, McAfee LiveSafe, or Bitdefender, installed on your device. Try temporarily disabling this application for the duration of the call and rejoining the 1:1 Online Appointment.