Follow these steps to make sure you are set up and ready to talk to an interpreter: Confirm your speakers are turned on. Confirm the volume is loud enough to hear. Check your internet connection. Your internet connection might not be fast enough to support live video. Our solution requires 500 kilobits per second (Kbps)… Continue reading I can’t hear the interpreter. What should I do?
Archives: FAQ
All the FAQ
I’m experiencing audio quality issues (garbled voice, etc.). What do I do?
If you’re having audio quality issues (garbled voices, etc.), you are probably experiencing network connectivity issues. Your internet speeds might not be fast enough to support a session. You can test your bandwidth before connecting to an interpreter by clicking the gear icon in the upper right-corner of your screen, selecting Customer Support, and then… Continue reading I’m experiencing audio quality issues (garbled voice, etc.). What do I do?
How does the chat feature work?
The chat feature allows the involved parties to send and receive text-based messages. The chat works in real time; when you see your message on the chat screen, the receiver of the message will be able to see it, too. When a message has been sent over chat, a blue number will appear on the… Continue reading How does the chat feature work?
Can I change my access code?
Account admins can change the access code at any time through the VRI portal. If your organization doesn’t an admin account, the primary contact on the account with CLI can contact our support team at clientrelations@certifiedlanguages.com or (800) 362– 3241, ext. 7, and we’d be happy to help. If you’re unsure who the primary contact… Continue reading Can I change my access code?
What do I do if I have problems logging in?
I chose a language that appeared to be available, but it’s not connecting. What do I do?
I want to schedule an appointment. How do I do that?
To schedule an appointment, log in to the MERFi platform. Fill in the required billing and language information. Select “Yes” under the Schedule dropdown option, and tap the Schedule button. Enter the requested information. Once you submit your request, you’ll receive an email with a reference number when we’ve confirmed an interpreter.
I’ve successfully scheduled an appointment. How do I enter my scheduled session?
To connect to a scheduled appointment, use the link in your confirmation email. Or click the “Have a prescheduled call reference code?” link at the top of your screen after logging in to MERFi. Once clicked, enter the reference number provided to you in your confirmation email to begin your session.
What if I’m having connectivity issues (gray screen, one-sided video and/or audio issues, choppy video, frozen, etc.)?
If you’re experiencing one of these issues (gray screen, one-sided video and/or audio issues, choppy video, frozen screen, etc.), you likely do not have enough bandwidth to conduct a video session. Our solution requires 500 kilobits per second (Kbps) or .5 megabits per second (Mbps) to operate smoothly. You can test your bandwidth before connecting… Continue reading What if I’m having connectivity issues (gray screen, one-sided video and/or audio issues, choppy video, frozen, etc.)?
I can hear the interpreter, but I can’t see the interpreter on the screen. What do I do?
Check your internet connection. Your internet connection might not be fast enough to support live video. Our solution requires 500 kilobits per second (Kbps) or .5 megabits per second (Mbps) to operate smoothly. You can check your bandwidth by clicking the green bar icon in the upper right-hand corner of your screen. This will pop… Continue reading I can hear the interpreter, but I can’t see the interpreter on the screen. What do I do?
What should I do if I can’t see myself in the preview window?
Follow these steps to ensure you are set up and ready for a video session: Make sure you are making a video call and not connecting to an interpreter via audio. Confirm you are using a compatible browser: Safari: Apple devices (MacBook, iPad, iPhone) Chrome: Android devices, Windows OS Double-check that you have a camera… Continue reading What should I do if I can’t see myself in the preview window?