Mend Video Visits have a 99% successful connection rate, but we all run into connection issues here and there. If your visit hasn't started yet, please check out the Connection Test article for a full look at our Connection Test and troubleshooting tips.

If you're already in a visit and experiencing issues, you may always press the "Need Help?" button on the Mend website to speak with our live support team, or you may click on the statement below that best matches your issue to see our recommendations. 

• The other person can't hear me
• I can't hear the other person
• The other person can't see me
• I can't see the other person
• I hear an echo
• The video is lagging or freezing
• I got disconnected 

Quick Tips

The other person can't hear me

If the other person in the video visit can't hear you, it's possible they have something wrong with their speakers, but in many cases, there is a microphone or internet connection issue on your side. 

Tip 1: Try a refresh

• Refresh (sometimes called reload) your web browser by clicking the circular arrow next to the address bar. Additional ways to refresh your web browser include:
  • On a Windows computer, press the "F5" key on your keyboard.
  • On a Mac computer, press and briefly hold the "⌘ Cmd" and "R" keys on your keyboard.
  • On most mobile web browsers, touch near the top of the screen and "pull down." 
• If you are prompted to "Allow" or "Block" your microphone, make sure to press "Allow!" 

Tip 2: Test your microphone

• Let's make sure your microphone is picking up sound. Click the Mend Connection Test link here.
• If you do not pass the microphone section of the test, follow the instructions presented on the page or in our Connection Test article.

Tip 3: Improve your internet connection

• Close any additional windows, tabs, or applications you are not using to maximize your device's resources. 
  • Pay special attention to other video chat applications (FaceTime, Microsoft Teams, Google Meets, Zoom, Facebook Messenger), streaming platforms (Netflix, Hulu, Spotify, Pandora), and cloud storage applications (Google Drive, iCloud, Dropbox).
• Are you using cellular data or public WiFi? Try switching to a strong, secure WiFi signal. If no WiFi is available, try positioning yourself near a window for a stronger cellular signal.
• Are you on a private internet connection in your home or office? Restart your cable modem, router, or other network equipment, and if possible, try a hard wired connection.
• Are you on a company-owned internet connection or VPN?  Your employer's firewall may be restricting bandwidth, which can cause connectivity issues even if your internet is great otherwise. Please coordinate with your IT department to whitelist our domain.

Tip 4: Full device restart

• Has it been a while since you last restarted your device? Sometimes a full restart is all it takes. 

Tip 5: Try a different device

• Do you have another device equipped with a camera, microphone, and internet you can try? If you are on your computer, try switching to your mobile device or vice versa. 

I can't hear the other person

If you can't hear the other person, they may be having an issue with their microphone or internet connection, or it's possible there is something wrong with the audio output on your device. 

Tip 1: Try a refresh

• Refresh (sometimes called reload) your web browser by clicking the circular arrow next to the address bar. Additional ways to refresh your web browser include:
  • On a Windows computer, press the "F5" key on your keyboard.
  • On a Mac computer, press and briefly hold the "⌘ Cmd" and "R" keys on your keyboard.
  • On most mobile web browsers, touch near the top of the screen and "pull down." 

Tip 2: Test your audio

• Let's make sure your device is producing audio. Click the Mend Connection Test link here.
• If you do not pass the audio section of the test, follow the instructions presented on the page or in our Connection Test article.

 Tip 3: Let us help

• If you cannot see the other person but they can hear you, you may want to encourage them to click the "Need Help?" button on the Mend website or the "Tech Help" button in the Mend Telemedicine App so we can help them directly. Or, send them here so they can read the "The other person can't hear me" section! 

The other person can't see me

If the other person in the video visit can't see you, it's possible there is something wrong with their video output, but in most cases, this indicates a camera or internet connection issue on your side. 

Tip 1: Try a refresh

• Refresh (sometimes called reload) your web browser by clicking the circular arrow next to the address bar. Additional ways to refresh your web browser include:
  • On a Windows computer, press the "F5" key on your keyboard.
  • On a Mac computer, press and briefly hold the "⌘ Cmd" and "R" keys on your keyboard.
  • On most mobile web browsers, touch near the top of the screen and "pull down." 
• If you are prompted to "Allow" or "Block" your camera, make sure to press "Allow!" 
  • If you are using Safari and you are NOT prompted to allow your camera, please go to "Settings" in your device, search for "Safari," and manually set the camera setting to "Allow." 

Tip 2: Test your camera

• Let's make sure your camera is connected and working. Click the Mend Connection Test link here.
• If you do not pass the camera section of the test, follow the instructions presented on the page or in our Connection Test article.

Tip 3: Improve your internet connection

• Close any additional windows, tabs, or applications you are not using to maximize your device's resources. 
  • Pay special attention to other video chat applications (FaceTime, Microsoft Teams, Google Meets, Zoom, Facebook Messenger), streaming platforms (Netflix, Hulu, Spotify, Pandora), and cloud storage applications (Google Drive, iCloud, Dropbox).
• Are you using cellular data or public WiFi? Try switching to a strong, secure WiFi signal. If no WiFi is available, try positioning yourself near a window for a stronger cellular signal.
• Are you on a private internet connection in your home or office? Restart your cable modem, router, or other network equipment, and if possible, try a hard wired connection.
• Are you on a company-owned internet connection or VPN?  Your employer's firewall may be restricting bandwidth, which can cause connectivity issues even if your internet is great otherwise. Please coordinate with your IT department to whitelist our domain.

Tip 4: Full device restart

• Has it been a while since you last restarted your device? Sometimes a full restart is all it takes. 

Tip 5: Try a different device

• Do you have another device equipped with a camera, microphone, and internet you can try? If you are on your computer, try switching to your mobile device or vice versa. 

I can't see the other person

If you can't see the other person, it's possible they may be having an issue with their camera, or they may have a poor internet connection.

By default, you should always see the other user in your visit if they are successfully connected to the visit. You may sometimes see the following instead:

• Red "Exit" Symbol: The user is still connected, but they have navigated to another screen on their device.
• Green Audio Symbol: When five or more users are connected to a group video visit, their video feed will be suspended for in mobile view to conserve bandwidth.
  • If Active Speaker is OFF, you can select a user's initials to bring their complete video feed to the center of your screen.
  • If Active Speaker is ON, this will happen automatically when each user begins speaking.
• Red Crossed-Out Camera: The user has intentionally disabled their camera.
• Black Screen: The user's internet quality is poor or fluctuating, so Mend has dropped their feed to "audio only" while we attempt to recover their video feed. This is called "audio fallback," and it is an intentional feature to allow you to continue the session while we attempt to recover the video feed. When this happens, you should also see a chat message from the Mend Bot with an explanation and tips to resolve.

Tip 1: Try a refresh

• Refresh (sometimes called reload) your web browser by clicking the circular arrow next to the address bar. Additional ways to refresh your web browser include:
  • On a Windows computer, press the "F5" key on your keyboard.
  • On a Mac computer, press and briefly hold the "⌘ Cmd" and "R" keys on your keyboard.
  • On most mobile web browsers, touch near the top of the screen and "pull down." 

 Tip 2: Let us help

• If the other person can hear you, you may want to encourage them to click the "Need Help?" button on the Mend website so we can help them directly. Or, send them here so they can read the "The other person can't see me" section! 

I hear an echo or feedback

Echo can be caused by internet connection strength or by the interaction between your microphone and audio output.

Tip 1: Try a refresh

• Refresh (sometimes called reload) your web browser by clicking the circular arrow next to the address bar. Additional ways to refresh your web browser include:
  • On a Windows computer, press the "F5" key on your keyboard.
  • On a Mac computer, press and briefly hold the "⌘ Cmd" and "R" keys on your keyboard.
  • On most mobile web browsers, touch near the top of the screen and "pull down." 

Tip 2: Check your audio

• An echo can occur when a microphone is picking up sound from your speakers. Try turning down the volume or connecting headphones to your device to see if this is causing the issue. 

Tip 3: Improve your internet connection

• Close any additional windows, tabs, or applications you are not using to maximize your device's resources. 
  • Pay special attention to other video chat applications (FaceTime, Microsoft Teams, Google Meets, Zoom, Facebook Messenger), streaming platforms (Netflix, Hulu, Spotify, Pandora), and cloud storage applications (Google Drive, iCloud, Dropbox).
• Are you using cellular data or public WiFi? Try switching to a strong, secure WiFi signal. If no WiFi is available, try positioning yourself near a window for a stronger cellular signal.
• Are you on a private internet connection in your home or office? Restart your cable modem, router, or other network equipment, and if possible, try a hard wired connection.
• Are you on a company-owned internet connection or VPN?  Your employer's firewall may be restricting bandwidth, which can cause connectivity issues even if your internet is great otherwise. Please coordinate with your IT department to whitelist our domain.

The video is lagging or freezing

Video lag or freezing is caused by poor or fluctuating internet connection on one or both sides of the visit. Mend accommodates for this in most cases by switching to "audio only" when internet connection is poor, however you may still occasionally have some video-related issues as we attempt to recover the video feed. 

Tip 1: Try a refresh

• Refresh (sometimes called reload) your web browser by clicking the circular arrow next to the address bar. Additional ways to refresh your web browser include:
  • On a Windows computer, press the "F5" key on your keyboard.
  • On a Mac computer, press and briefly hold the "⌘ Cmd" and "R" keys on your keyboard.
  • On most mobile web browsers, touch near the top of the screen and "pull down." 

Tip 2: Improve your internet connection

• Close any additional windows, tabs, or applications you are not using to maximize your device's resources. 
  • Pay special attention to other video chat applications (FaceTime, Microsoft Teams, Google Meets, Zoom, Facebook Messenger), streaming platforms (Netflix, Hulu, Spotify, Pandora), and cloud storage applications (Google Drive, iCloud, Dropbox).
• Are you using cellular data or public WiFi? Try switching to a strong, secure WiFi signal. If no WiFi is available, try positioning yourself near a window for a stronger cellular signal.
• Are you on a private internet connection in your home or office? Restart your cable modem, router, or other network equipment, and if possible, try a hard wired connection.
• Are you on a company-owned internet connection or VPN?  Your employer's firewall may be restricting bandwidth, which can cause connectivity issues even if your internet is great otherwise. Please coordinate with your IT department to whitelist our domain.

I got disconnected

That's okay! Unless the appointment is checked out by the provider, the secure link and/or access code for your appointment that you used to join the first time is still active. You may re-join the same way you entered the visit. 

Tip 1: Try a refresh

• Refresh (sometimes called reload) your web browser by clicking the circular arrow next to the address bar. Additional ways to refresh your web browser include:
  • On a Windows computer, press the "F5" key on your keyboard.
  • On a Mac computer, press and briefly hold the "⌘ Cmd" and "R" keys on your keyboard.
  • On most mobile web browsers, touch near the top of the screen and "pull down." 

Tip 2: Improve your internet connection

• Close any additional windows, tabs, or applications you are not using to maximize your device's resources. 
  • Pay special attention to other video chat applications (FaceTime, Microsoft Teams, Google Meets, Zoom, Facebook Messenger), streaming platforms (Netflix, Hulu, Spotify, Pandora), and cloud storage applications (Google Drive, iCloud, Dropbox).
• Are you using cellular data or public WiFi? Try switching to a strong, secure WiFi signal. If no WiFi is available, try positioning yourself near a window for a stronger cellular signal.
• Are you on a private internet connection in your home or office? Restart your cable modem, router, or other network equipment, and if possible, try a hard wired connection.
• Are you on a company-owned internet connection or VPN?  Your employer's firewall may be restricting bandwidth, which can cause connectivity issues even if your internet is great otherwise. Please coordinate with your IT department to whitelist our domain.