Please be sure your device is not running any other video software (Skype, Facetime, etc.) in the background.

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If a Black rectangle appears where provider picture should be, or you can see yourself but not the provider:

9 times out of 10, the upload speed is not sufficient for Teletherapy. Here are the requirements for bandwidth speed to run Teletherapy:

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• 3 Mbps for download speed

• 1.5 Mbps for upload speed

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To remedy/test. Try connecting to a WiFi network and test. If connected to a WiFi network, try disconnecting and using mobile data service (LTE/4G – Verizon, ATT, Etc.). In some cases, mobile services have better speed than your WiFi network.

Other considerations:

1. If you have an iPhone 5 or below you may not be able to have IOS 11+ - some iPhone 5’s only allows updating to IOS 10.

2. If you are using an iOS device (iPad or iPhone), you will need to use the Safari browser and be on iOS 11+. Google Chrome will not work. You can find your iOS version by going to Settings > General > About > Software Version.

3. Low bandwidth – you can do a simple speed test by going to the browser on your mobile phone, tablet, or computer and typing in www.bandwidthplace.com.

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**NOTE: You can test your connection at www.bandwidthplace.com. Sometimes, if  you are on a mobile device on Wi-Fi, switching to cellular data will resolve the issue since cellular data can be faster speed than some wi-fi networks (but it does use data). Be mindful of the data charges when switching to cellular data!