Prior to commencing a video conferencing session on e-therapy, please test your audio and video by clicking

If you are unable to see/hear yourself or experience difficulties with audio/video during a session:

  1. Make sure you are using an updated version of Google Chrome, Mozilla Firefox and Safari 11. The e-therapy platform is incompatible with earlier versions of Safari, internet explorer and outdated versions of Google Chrome and Mozilla Firefox.
  2. If you are using a Personal Computer (desktop or laptop) or non-MAC tablet device, we recommend using Google Chrome or Mozilla Firefox. If using an Apple Mac computer or tablet device, please ensure you are browsing with the most recent version of Google Chrome or Safari version 11 or later.
  3. Ensure other video conferencing applications such as Skype or Facetime are not running as this will prevent e-therapy from accessing your camera and microphone. Please allow e-therapy to have access to your camera and microphone if this message is displayed on your browser
  4. Make sure your internet connection is fast enough. You can test your Internet and computer speeds to see if they’re compatible with the e-therapy platform by visiting and click on the green “Begin Test” button.

We recommend a minimum dedicated 350kb/s down per downloaded stream, as well as 350kb/s up per uploaded stream to maintain a stable video connection.

If you’re still unable to see the other person’s video or hear their audio, please go through these troubleshooting steps:

Good audio but no video or intermittent/poor-quality video

This could be due to one of the participants having a slow or variable network connection. Unfortunately, the only way this can be resolved is by contacting your Internet Service Provider (ISP). We recommend a minimum dedicated 350kb/s down per downloaded stream, as well as 350kb/s up per uploaded stream to maintain a stable video connection. If your video/audio quality varies at certain times, it could be that other users of the same router are competing for bandwidth.

To test your internet connection, you please visit

Poor quality sound

This can be caused by:
  1. A poor-quality microphone - often the one built into a laptop.
  2. The microphone is too far away from the speaker’s mouth.
  3. Too much background noise.
  4. Feedback from the speakers. This can be eliminated by using a headset or separate microphone and earphones.
  5. A poor microphone connection - either the jack plug or socket or, as often is the case, a damaged cable.
  6. A very slow network connection which can cause drop-outs.
  7. A separate microphone picking up sounds from what it is resting on - a computer, for example.
  8. Both participants trying to talk at the same time.

Poor quality video

This can be caused by:

  1. A slow network connection.
  2. Illumination from behind. It is better to face a window than have one behind you. The rule is to have the camera between you and the main light source.
  3. A poor-quality camera with low resolution or poor auto-exposure.

Only one participant can see or hear the other

Make sure you are using a compatible browser such as Google Chrome and check your browser settings to see if you have allowed e-therapy to access your microphone or webcam. If your camera or microphone is set to 'default', please change this to the specific webcam or microphone name, as 'default' sometimes doesn't register the specific device you're using (even if you just have one microphone or webcam).

Inability to connect to the other person's audio and video

This can happen sometimes even if both participants' local camera and microphone are working correctly. This is most often caused by a firewall blocking the network connection.

If you are still unable to take part in video or audio calls, please contact us for further technical assistance.