If you're experiencing issues during Unmind Therapy & Coaching calls, we are very sorry. We take these issues seriously and are always working to improve your experience.
Here are a couple of suggestions that should help you resolve any issues you experience:
Initial troubleshooting steps
Check connectivity: Ensure you have a stable internet connection. If possible, use a wired connection or move closer to your Wi-Fi router.
Update browser: Make sure you are using the latest version of your web browser, such as Google Chrome, Edge, Safari, or Firefox.
Check audio/video settings: Confirm that your camera and microphone are properly connected and not being used by another application.
Check internet connection: Restart your router or limit the number of connected devices if your internet speed is low.
Hard browser refresh:
A "hard refresh" is more than just hitting "Refresh" 🔄 in your browser. A hard refresh forces your browser to clear the browser cache and ensures that you see the latest version of that page.
Each operating system and browser has a different method of performing a hard refresh. Here are some common combinations:
Windows computer + Google Chrome browser/Microsoft Edge browser:
Control + Reload button OR Control + F5
Windows computer + Firefox browser:
Control + Shift + R or Control + F5
Mac computer + Google Chrome browser/Firefox browser:
Command + Shift + R OR Shift + Reload button
Mac computer + Safari browser:
Option + Command + E
Specific considerations for work networks
If the connection issue only occurs when you are on your work network, consider the following:
Network restrictions: There may be restrictions on your work network that affect connectivity. Consult your IT department to check for any firewall settings that could be blocking Unmind.
Browser permissions: Ensure that your browser is not blocking access to your camera and microphone. Look for permissions in the address bar and allow access if necessary.
Other applications: Close any other applications (e.g., Zoom, MS Teams) that may be using your camera or microphone, as they can interfere with Unmind Talk calls.
Different device: Try using a different device to see if the issue persists. Unmind Talk can also be accessed via the mobile app.
Contacting Support for further assistance
If you continue to experience issues after trying the above steps, please contact the support team with the following information:
Your name
Your email address
Date and time of the impacted session, including if you were able to have the session via alternate means
A detailed description of the technical issues
Any relevant screenshots or attachments
The Support team will review your message and get back to you as soon as possible to assist you further.