Professionals: I am having issues with my video or audio

Issues with your session, check out the articles below.

💡 We recommend using the Chrome browser for your session.

🎤 If you are having issues with your audio, microphone or sound, please check out our Troubleshooting article here.

🖥️ If you are having issues with your video or camera, please check out our Troubleshooting article here.

⚠️ If you are experiencing other issues or something is not working, please find other possible fixes in this article.

💡 Im having Video or Sound issues in Kara Connect but not on other meeting tools

Please note: that Zoom, Google and other platforms do not have end-2-end encryption which means that they are using a totally different method of sending the video/audio streams between users.

Kara uses peer-2-peer connections for regular sessions. That means that individuals in the room connect directly between each other and send the data between them, without the possibility of some third party being able to listen to the traffic. This is critical to maintain Patient-Client confidentiality and security.

Other platforms use server sending. Which means that each participant in the room sends their video/audio streams to a server, where it is decrypted and then the server sends it to the other participants encrypted again.

Using peer-2-peer can result in lower quality when network or hardware is bad.

Before joining a video session, please do the following:

Right before you join the session, please check that your microphone and video are switched on.

1. Click the microphone and camera symbols in the screen.

2. Click the Settings icon in the top-right of the video screen to ensure that the correct camera and microphone on your device are being used.

If both you and your client are in a session but neither of you can see or hear each other

Please check that you are both definitely connected to the same session - you can see this by checking if the Session ID is correct.

This can be easily identified in the URL of the session, such as in the GIF below:

https://pro.karaconnect.com/session/233272/live

In the URL above, the Session ID is 233272 - this should be the same for both you and your client.

If the Session ID for you and your client is not the same, this means that you are not both in the same session!