Video calling is basically very simple: you press a button and there's the video call connection! But well, then the therapist and client must also both be logged in. If they are, then there are other factors that can affect (the quality of) video calls.

Logging in and account management

Below are short tips to help users get up and running (again) in a straightforward way, focusing specifically on login and account management. We'll help you through it in 4 steps.


Question 1: Does the therapist have an account?


Question 2: Is therapist able to log in?


Question 3: How does the clientënt get online access?

  • Therapists are allowed to create their own client accounts → Here you will find instructions on how to create a client account.(Opens in new window)
    You can forward this instruction to the therapist. Do specific rules apply for your organisation? If so, pass on that information too.
  • The secretariat creates the account → You can sent the same instruction as above(Opens in new window) to the secretariat.
  • The account is created via an integration.

    Please redistribute the information on how to create client accounts via the integration to the therapists. If you need help with this, you can ask your account manager and/or implementation manager.

  • Client signs-in themselves

    Distribute information about this (again) to therapists. When necessary, ask the account manager and/or implementation supervisor for help.


Question 4: Is the client able to log in?


We have now taken you through the steps involving account management and login in 4 questions. Hopefully this will help you in supporting your colleagues. Still can't figure it out? Take a look at the next item on this page ( Solutions to video calling problems), or contact us.


For more questions and answers, inspiration and video call examples, also check out our webpage about video calling(Opens in new window)

Solutions for video calling issues

If you are experiencing problems with video calls, there are several possible causes. On this page, you will find a checklist that you can go through to find the cause and how to fix it.

If you want to avoid problems, you can do a pre-call test beforehand: https://tokbox.com/developer/tools/precall/results.(Opens in new window) This measures the internet connection and checks if the camera and microphone are working properly.
The quality to video call is best in Chrome, Firefox, Edge and Safari browsers.


Check your internet connection

Video calling demands a lot from the network connection. A good basic connection is crucial. The most common cause of video calling problems is internet speed and/or quality. 


In general, cabled networks are more stable than wireless connections. If you want to test how strong your wireless connection is, you can use the following speed test: https://www.speedtest.net/(Opens in new window). The speed shows your connection to the internet (your provider). To get a conversation going, you need at least 2Mbps up and download. Is the measured speed much lower than your provider promises? Then the connection may be unstable and that can cause a reduced image quality

Tips to improve your internet connection are:

  • Reboot the Wi-Fi router. Switch off the modem and unplug it. Wait for 10 seconds. Plug in again and turn on the modem. Wait 5 minutes for the modem to fully boot up
  • Restart the device you are video calling with
  • Take a seat near your Wi-Fi router
  • Make sure the battery of the device you are calling with is sufficiently charged. Or, if possible, connect the device to mains power.
  • If possible, connect the device to the router with an internet cable. 
  • Test the internet connection again at https://www.speedtest.net/(Opens in new window)
  • Do the test results continue to disappoint? Contact your internet service provider.
  • Rule out that your device is the problem to the issues
  • Does this not solve the problem, test the video call on another device just to be sure. The network of a mobile hotspot is a strong and stable alternative.


Loading in busy times

The video calling infrastructure can handle a virtually unlimited number of simultaneous sessions and participants. However, the end-user's internet connection and device can potentially cause reduced image quality.

Several family members may be on the same home network at the same time e.g. This affects internet quality.


Microphone and camera permission


To video call, you need a 'working' camera and microphone. Video calls work via the browser as well as the app. When you start or receive a video call, you get a notification to give permission to use the camera and microphone. If you (accidentally) reject or click away this notification, no video call can take place. Has permission been given before? Then you will not receive a notification. Of course, you can still give permission to use the camera and microphone afterwards. You can do this in the browser or in the settings of your device.


In many cases, problems with this are easily solved. How you can do this differs per browser/device:

  • Chrome, Firefox, Edge: click on the lock icon in the address bar. A menu unfolds where you can specify the lock or allow the use of camera or microphone again.
  • Safari tablet or mobile: Click the 'aA' icon in the address bar. A menu unfolds and then click on 'website settings'. Here you can allow the use of camera and microphone.
  • Safari MAC OS: Click 'Safari' in the top left corner and then 'website settings'. Here you can allow the use of camera and microphone.
  • Android (ls you use the app): Go to settings on your device. Click on Apps and find the Minddistrict App. Here you can indicate under 'Permissions' whether the app can use your camera and microphone
  • iOS (when using app): Go to settings of the device. Scroll down until you come across the Minddistrict App. Tap it and you can assign permissions.
Note that it is important to give permission for both the camera and microphone.
You can often also adjust the camera and microphone permission via 'Settings' of the browser. You can also look at 'Settings' of your desktop, laptop, tablet or mobile. How to do this varies from device to device. For tips, see above.


System settings

Our platform can be used on hundreds of different devices with different software. 

It may happen that the use of the camera and microphone is allowed in the browser but that the camera and/or microphone are not properly adjusted somewhere in the settings of your device. So check your device's system settings if you experience problems.

Note: On your device, several applications may be open, such as other video calling applications, which occupy the image and/or sound. As a result, you will then have no image or sound in the Minddistrict platform. Make sure your applications where the camera and/or microphone are used are closed correctly. Should this not be the case? Restart your device. This may solve the problem.


Sound

The microphone being used may pick up sound from the speakers. This may cause an echo. Using headphones or earbuds can solve this problem. With headphones or earphones that work with a bluetooth connection, there may possibly be a delay in the sound In that case, use headphones or earphones with a plug-in.


Do you video call as a therapist via a browser on a mobile device and are you receiving a mobile phone call during this video call? The microphone of the video call will then automatically switch off (even if you reject the incoming mobile call). You can turn the microphone back on by clicking on the red button with the phone (leave call) within the Minddistrict video call. After this, you can directly click the green button with the phone (join again).


Hardware and software

This sounds obvious but to make good video calls, your device needs to work correctly. Consider power supply, software that is up-to-date and the quality of any accessories such as an external camera or audio equipment. In addition, downloaded software or apps can interfere with the camera or microphone. For example, software that gives filter options for webcams.

Want to see our system requirements for proper use(Opens in new window) of the Minddistrict platform?


Make sure the browser is up-to-date

The browser helps to determine the quality of video calling. Make sure your browser is up-to-date. The most recent version ensures the best video calling quality. Video calling works with Chrome, Firefox, Microsoft Edge and Safari.


Reload/refresh the page

Sometimes you can't explain why a connection doesn't get going. Reloading/refreshing the page may solve unexplained problems.


In the address bar, you will find the reload icon. When using a desktop, F5 is the shortcut for reloading the page.


Try another browser or device

As you can notice, there are many factors that can affect your video call. It may take some time to figure out what is causing the problem. Should you run into a problem at the moment your want to start a video call quickly, first try opening Minddistrict in a different browser.


Should you still experience problems, launch Minddistrict on another device. If you work on a desktop or laptop and have a phone nearby, open Minddistrict from a browser on your mobile phone (or vice versa). You can try later at a quieter time to find out why the issue occurred.