Here are a list of Frequently Asked Questions and troubleshooting information:
Q: Can you access the appointment early?
A: Yes, you can access the appointment 15 minutes prior to the appointment time.
Q: I accidentally denied permissions for video and audio and now it won’t let me select. What do I do?
A: You will need to allow permissions for both your device and on the site (browser). Please refer to this link on how to allow permissions: https://support.adracare.com/hc/en-us/articles/360044075051-How-to-Change-Microphone-Camera-Settings-on-Devices
Q: My access code is not working, how can I access my appointment?
A: If the access code is no longer working, your provider can re-send you the access code for your appointment.
Q: The video keeps lagging in my virtual session. What could be the issue?
A: If you’re experiencing video quality issues, the issue is most likely due to the internet speed. To check your speed, please click on this link: https:/www.speedtest.net/
Q: I’m using an Android phone and I keep getting an error message that my device is incompatible. How do I check the compatibility?
A: Our system isn’t compatible with all Android device. Click on https://www.qualcomm.com/snapdragon/devices/all to see if your Android is listed. If your Android phone isn’t listed, then it means it is not compatible with our system..
Q: Can I blur the background when I’m in a session like zoom?
A: Unfortunately, we do not have that feature yet.
Q: Can I have an interpreter added to my virtual session?
A: Yes, an interpreter can be added to your virtual session. The provider will have to add the interpreter as a guest to the session.
Q: When I screen share, can the participant hear the audio of the video I’m sharing.
A: Unfortunately no. When you screen share, it will only share the visual content and not the audio.
Q(Providers Only): I accidentally cancelled an appointment. Can I re-send the same appointment?
A: No, you're not able to re-send a cancelled appointment. Once you cancel an appointment, the status of that appointment cannot be changed. You will have create a new appointment.