During a session with a client, if you notice a “Connecting to the room…” message, here are some steps you can take to troubleshoot.
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Wait 30 seconds to allow Teleo to reconnect. At this time, your client should also be reconnected.

If the network indicator appears (see images below), try checking the speed of your internet connection here.

If the network indicator shows ‘Slow Internet’, this indicates the internet connection is slow but the session should not disconnect:
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If the network indicator shows ‘Bad Internet’, this indicates that the internet connection is very slow and the session may disconnect:
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If the connection issues continue, click the “Reload connection to room” button followed by the “Enter Room” button to rejoin the session. This will not disconnect your client or reset any of the activities in your room.
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Finally, if the previous steps were not successful, click the “End session and reset room” button. This will reset your Teleo room and your client will be disconnected from the session. Your client will need to re-enter the waiting room in order to rejoin the session.
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If you are experiencing multiple audio or video interruptions during a session due to connectivity issues issues, please follow these steps to troubleshoot.
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Click on the camera icon to disable the video for your client and yourself. The camera is OFF when the camera icon highlights in red and you see the “Camera off” message. To turn the camera back ON, click the camera icons once again for both yourself and your client.

Note that the audio will continue to work even when the camera is turned OFF.
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If the issue continues, refresh your browser window and click the “Reload connection to room” button followed by “Enter Room” button to rejoin the session. Note that this will not disconnect your client or resent the activities in your room.
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If you notice that despite you and your client having a strong internet connection your session is still lagging or freezing, here are some steps to help you troubleshoot.

Look to see if the network issue indicator is visible.
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NOTE: The wifi indicator on your task bar (see images below) does not represent the strength of your internet connection. Try testing your internet speed here to confirm that it’s strong.

Windows:

Mac:

Turn off the background blur video feature. This can often resolve some issues, especially on any older laptops.
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If you experience issues with audio during a session, here are a couple of things to double check.

Be sure both yours and your client’s microphones are unmuted. You will know that mute is ON when hovering your mouse over the microphone icon as it will highlight in red.

Take a moment to verify that the correct microphone and camera are selected by clicking the Settings icon (located next to the mute button). Confirm with your client that their microphone and camera settings are also correct.

Verify client's microphone and camera have access to Teleo. Select your client's device and browser below for instructions

Here's a quick tutorial on how you can bypass the "Warning: Potential Security Risk Ahead" screen – there's no real security issue here since any website is totally safe to use!