Most issues can be resolved by refreshing the page. Logging out and back in is usually unnecessary.

We continuously work to improve the call quality and stability of the Tava video platform, but occasional issues may arise due to device settings, internet connection, or environmental factors. Below is a quick troubleshooting guide to help resolve common problems.

Audio issues

If you can't hear each other:

• Check if your or your client’s microphone is muted.
• Make sure your and your client’s speakers are on and the volume is turned up.
• Confirm that the correct audio output is selected (headphones, external speakers, etc.).
• Ensure that the correct microphone is selected (especially if using an external mic).
• If using an external microphone, make sure it is plugged in and turned on

If you experience poor audio quality or an echo:

• Turn on noise isolation (click the gear icon and check the box).
• Use headphones or earbuds (wired USB or inline mics work better than Bluetooth headsets).
• Ask the other person to lower their speaker volume or use headphones.
• Move to a quieter environment.
• Close other applications that may be using your microphone.
• Try using a different microphone (external vs. built-in).
• Lower the overall speaker volume instead of having it at full.

If you are trying to share sound:

• Play the sound from a separate application (not in the same browser tab as the video call).
• Turn off noise isolation (click the gear icon and uncheck the box).

Video issues

If you can't see each other:

• Ensure your or your client’s device has a working camera.
• Check if something is covering the camera (some webcams have privacy shields).
• If using an external webcam, make sure it is plugged in and turned on.
• Confirm the correct camera is selected if multiple webcams are available.
• Restart the call if issues persist.

If you experience lags, choppiness, or delays:

Browser Issues

• Try using a different browser (Google Chrome is recommended).
• Restart your browser (quit and reopen it).
• Clear cache & cookies (instructions for Chrome, Firefox, and Safari).
• Ensure your browser is up-to-date

Internet Connection Issues

• Close unnecessary browser tabs and apps.
• Switch to a different WiFi connection.
• Test your internet speed and latency. You need:
  • Upload/Download speeds of at least 2 Mb/s
  • Latency below 50 ms
• Move closer to your WiFi router.
• Position your router higher up or closer to your location.
• Turn off WiFi on other devices using high bandwidth (Netflix, YouTube, Skype, FaceTime).
• Switch to a 5GHz frequency (if available).
• Lower the video quality in call settings.
• Use a wired Ethernet connection instead of WiFi.
• Upgrade to a new router, WiFi extenders, or a better internet plan.
• Check if your firewall, antivirus, or network settings are blocking the connection.

Device Issues

• Plug in your device if the battery is low.
• Restart your device (turn it off and on).
• Update your computer, phone, or tablet’s operating system.

Still Having Issues?

If problems persist, contact Tava Support via the chat bubble on your screen or at therapist-support@tavahealth.com