Connection problems

Try these steps to resolve connection issues.

Check browsers

First, close other browsers and/or pages. Browsers often exchange data, even without your knowledge, and this can affect your bandwidth available for video calls.

Check the connection quality in PsyCare

Check your connection quality directly on PsyCare:

• • Access the Virtual Waiting Room and before starting an online session click on the network icon:
    

• • If the connection is good/excellent you can proceed without any worries
    

Check your connections

• Make sure Wi-Fi or data reception hasn’t been inadvertently turned off.
• If Wi-Fi is offline: Restart your modem, router, and device, then reconnect to Wi-Fi.
• Check that the cables are connected correctly, that the router is turned on, and that there are no abnormalities (red lights or other). Network cables may be disconnected or loose, both those from the computer and those from the router.
• Make sure the physical Wi-Fi switch on your laptop is turned on.
• Make sure Airplane Mode is turned off.

Restart your wireless router and modem

This is the simplest method, but it can sometimes be very effective. The modem is the device that communicates with the Internet service provider, while the router shares the connection among all the computers and other network devices in the home.