Frequently Asked Questions

Open the confirmation email that was sent to you then click or tap the link that is in the email. You will then be asked to verify your identity with your name and date of birth. If the client is a minor, put in the date of birth for the minor (the identified client) for the session (not the parent/responsible party).

Then click “Join the CALL” to enter your Zoom/Telehealth Appointment. You might have a pop up asking to allow camera or microphones make sure to approve those. Don’t hesitate to email support@nashvilleccc.com with any telehealth questions, concerns, or troubleshoot help.

If not admitted, the client's request to join will time out after 10 minutes. The meeting link is valid for the length of the appointment plus 10% (i.e., if the appointment is scheduled for 60 minutes, the link is valid for the 60 minute time slot of the appointment plus three minutes).

Confirm your network connection is currently available. Open the privacy permissions in your browser's settings and make sure that you allow sites to ask for access to your camera and mic.

Google Chrome steps

Safari + Mac steps

• If you are using your camera or microphone in another program that is open on your computer, you might experience problems with your camera or microphone in the Telehealth meeting. If this happens, close the other program and refresh the Telehealth meeting.

• Confirm that any external webcam or mic is correctly attached and ensure they are selected in the device settings.

• Check to ensure the microphone is not mute (some have a hardware mute button on the device itself) and the speaker volume is turned up.

• By default, the Enable Noise Cancelation check box is not selected. Enabling noise cancelation could result in increased CPU usage. If you experience slow device performance, we recommend you disable this option.

• If your Telehealth call is disconnected due to network issues, the system automatically attempts to reconnect for one minute. Other meeting participants are able to see that you have been disconnected due to network issues. If you cannot be reconnected after one minute, you are disconnected from the call and given the option to reconnect manually. Once the connection is restored, you can continue your call as normal.

• Video conferencing technology requires a high speed and low latency network connection. Test your network speeds at speedtest.net and aim to improve scores. Reduce network activity not related to your Telehealth session or use a separate network for Telehealth workstations.

• Try using a wired connection or move closer to your wi-fi router or base station. Connection jitter or packet loss can produce choppy or "robotic" sounding audio.

  • If using Safari, try downloading and using Chrome or Microsoft Edge.

• Use a headset instead of a built-in computer microphone.

• Reduce ambient noise such as nearby speakers or fans.

• Adjust the distance of the microphone from the mouth - if the microphone is too close it can cause audio clipping.

• Adjust microphone levels in the computer’s sound settings.

• Ensure the computer has resources available to process a call.

• Ensure CPU and RAM are not over-utilized.

• Close un-needed applications and browser tabs.

• Try disabling antivirus software.

• Try using a wired connection or move closer to your wi-fi router or base station. Connection jitter or packet loss can produce choppy or "robotic" sounding audio.

• In order to access the video screen on your phone after you submit payment, please ensure your *Block Pop-Ups* is DISABLED. Pop-ups need to be able to happen for the video screen to show.

• iPhone: Settings -> Safari -> Under General, Block Pop-ups should be GRAYED OUT

• Android: Browser Settings -> Site Settings -> Select Pop-ups and Redirect, Block Pop-ups should be GRAYED OUT