In-session issues
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      1. Mable Help Center
      2. Troubleshooting
      3. In-session issues

      I Can’t See or Hear The Therapist

      If you still can't see or hear your therapist after running through the steps below, please call your therapist directly or ring our Mable team so we can work to resolve this issue as soon as possible!

      I can't see or hear the therapist : 

      I could see and hear them at the start of the session :

      • It is possible that the Therapist has lost their internet connection. Please give them a couple of minutes to see if they rejoin. 

      • It is possible that you have lost your internet connection. 

      I could NOT see and hear them at the start of the session :

      • If you have not been able to see a Therapist at all during the session, check if the therapist has joined the session.

      • If you are unsure if the therapist is there, try typing a message into the text-chat in the text-box at the bottom of your screen, followed by the enter key on your keyboard.

      • If the therapist is definitely in the session, it is likely they have an issue with their web-camera/microphone setup. Please give them a few minutes to try and resolve these issues. 


      I can hear but not see the therapist :

      I could see them at the start of the session :

      • Try refreshing google chrome by pressing 'ctrl' + 'r' on your keyboard at the same time, or if on an Apple macintosh 'cmd' + 'r'.
      • Try leaving the therapy session by opening your menu in the top right corner and selecting 'Leave Session'. This will ask you if you want to exit the session, press okay and it will take you to your Mable homepage. Now rejoin the session using the ‘join session’ button on your homepage.
      • The therapist’s internet connection could have dropped too low for them to stream video.
      • It is possible that the therapist is having issues with their camera. Please give them a few minutes to try and resolve this issue.

      I could NOT see them at the start of the session :

      • It is possible that the therapist is having issues with their camera. Or their internet connection is too low for them to stream video. Please give them a few minutes to try and resolve this issue.

      I can see but not hear the therapist :

      • Try refreshing google chrome by pressing 'ctrl' + 'r' on your keyboard at the same time, or if on an Apple macintosh 'cmd' + 'r'.
      • Try leaving the therapy session by opening your menu in the top right corner and selecting 'Leave Session'. This will ask you if you want to exit the session, press okay and it will take you to your Mable homepage. Now rejoin the session using the ‘join session’ button on your homepage.
      • If using headphones, or speakers that are plugged into your computer, check that they are plugged in to the computer properly.
      • Make sure your volume has not been accidentally turned down or muted on your computer. If you are unsure how to turn up your volume or check if your headphones/speakers have been muted, click here for our guided instructions.
      • It is possible the therapist are having issues with their microphone, please give them a couple of minutes to sort these issues.