How can we help you?
I can’t hear my therapist
Below are the most common browser problems that other users, like you, have encountered.
You can always send an email to help@psycare.it to contact support and help you resolve the problem.
Make sure you have allowed PsyCare access to your microphone
To participate in a video session, you must allow PsyCare to access your camera and microphone. Your therapist may have accidentally clicked Block, preventing you from hearing them.. Click here to see how to allow access to your camera and microphone.
Your microphone is currently being used by other software
PsyCare cannot use the camera or microphone because they are being used by other software..
If you only have a camera or microphone, make sure you close any other software that is using them (e.g.. Skype, Whatsapp Web, Microsoft Teams, FaceTime…) or turn off and on your PC or smartphone again.
If you have multiple cameras or microphones, you can choose which one to use:
1. Inside the waiting room, select the audio or video input you want from the drop-down menus and refresh the page.
2. If you are already in the virtual room, open the side column and, in the tab 
Settings, select the devices you want to use from the drop-down menus. Finally, refresh the page.
Your audio output is currently being used by other software
If you are using a PC and have more than one audio output (e.g.. headphones and built-in computer speakers), you may have the incorrect audio output set.
Windows
To select the correct audio output:
1. Click on the icon 
Speakers in the bottom right bar
2. Then click on the name of the audio output and select the one you want to use.
MacOS
To select the correct audio output:
1. Click on 
Apple > System Preferences and then click on Security and Privacy
2. Select the device you want to use from the audio output device list.
Make sure he doesn't have his microphone muted
Inside the video session, the microphone icon in the bottom bar must not be crossed out but rather look like the image you see below.
If they are using a headset, ask them to make sure they have not muted the microphone using the headset button.
Do you have the speakers on?
Make sure you haven’t muted the sound or turned the volume down too low. If you’re using external speakers, make sure they’re turned on and the cable is connected properly.
Ask him to update his browser to the latest available version
Make sure your browser is updated to the latest version. Click here to see how.
Ask him to change browsers
If your therapist is having trouble using PsyCare, ask them to try using a different browser (especially if they are using Safari).
Does your therapist have a microphone?
To attend online sessions, you must have a microphone. If your PC doesn’t have one, ask your doctor to make sure the cable is properly plugged in and the microphone is turned on.
Ask him to delete cookies
Sometimes cookies can prevent access to certain features.. Click here to see how to delete them.
Check your antivirus, firewall, or parental controls
Ask them to make sure psycare.it is not among the sites blocked by their antivirus, firewall, or parental controls.
Ask him to restart his browser or device
Ask them to close and reopen their browser and log back into PsyCare. Alternatively, ask them to restart their device.
