Calls keep dropping

A dropped call is almost always the network at one end. Often it is not the end that complained.

Work out whose end it is

Run Test Your Connection on the waiting room page, and ask the client to do the same. See Test your connection before your appointment.

If yours passes and theirs does not, nothing you change will help. Fix it where it is failing.

Change these, in order

1. Move closer to the router, or on to wifi if you are using mobile data. Distance and walls matter more than the speed your internet provider quotes.
2. Turn your camera off. Video costs far more than sound, and the call carries on without it. Select Camera so it shows crossed out. See Mute, camera and device settings.
3. Close other things. Backups, large downloads and other video calls on the same connection all compete.
4. Turn off your background effect. It runs on your own computer, and an older computer struggles with it. See Change your background.
5. If wifi keeps failing, test on a phone’s mobile data. If the call holds there, the wifi is the problem rather than HIPAA LINK.

If the connection is poor before you begin, start the next call without video at all: use the arrow beside Start call and choose Audio-only call.

What you will see while it recovers

You've lost your connection — reconnecting... appears when the connection is lost, and the call tries to come back on its own. The client sees Reconnecting... Please do not close this window. You will keep your place in line.

If it does not recover they get Call interrupted and a Reconnect button.

Caution

A work or school network that blocks video calls cannot be worked around from inside the product. If the connection test fails on one network and passes on another, that is the answer, and it needs whoever runs that network.