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 open your network statistics. Your Sent Bandwidth (kbps) should be over 500 Kbps (for a two-party session). If it isn’t, please contact your IT Department for assistance.

Be sure the internet browser you are using is supported. The following internet browsers and devices are compatible with our solution:

  • Safari: Apple devices (MacBook, iPad, iPhone)
  • Chrome: Android devices, Windows OS

Confirm you have granted your internet browser permission to access your device’s microphone and camera. Click the microphone and camera icons on the bottom of your screen to verify.