If you need urgent support right now - In Crisis?

Home / FAQs / Live Therapy / Common problems with Live Therapy

Common problems with Live Therapy

We've outlined some of the issues that could be experienced when accessing live therapy.
Click on each question to expand on the answer.

If you encounter any technical difficulties, please go to the system check page in the Live Therapy section to test your system’s compatibility. You will see a ‘System check failed!’ alert in red near the top of your screen if the check fails. You should take note of any element which doesn’t have a tick next to it.

Essential steps:
  • Use the right device - please use a PC or laptop to access Live Therapy – phones and tablets do not support the platform.
  • Use the right OS - please use an up-to-date Windows or Mac operating system. Windows 7, 8 and 10 will be able to support Live Therapy. Windows XP and all previous versions of Windows are no longer supported or updated by Microsoft. As a result, they may not be able to access the Live Therapy platform. Mac OS X 10.10 (Yosemite) and later versions will be able to support Live Therapy.
  • Use the right browser - if your first choice of browser is experiencing difficulties, we would recommend trying a different one. The most effective browsers to access Live Therapy are Google Chrome or Mozilla Firefox. Internet Explorer and Safari will also work with the installation of the video plugin (see 6. below). Do not use the Microsoft Edge browser (Windows 10’s default browser).
  • Use a good internet connection - if your internet connection is poor, it can sometimes cause the ‘network’ field on the system check to fail. Try testing your internet speed at www.speedtest.net. A download speed below 6 megabytes per second (6 mbps) may cause problems with webcam streaming. Upload speeds under 1 mbps will find it difficult to support the service. Lastly, the PING score should be below 15.

You can try sitting closer to the wireless modem. If possible, we recommend using a wired connection. Anyone connected to your router may slow the connection speed with the use of electrical devices such as phones or games consoles. The use of video streaming services like Skype can also reduce internet speed. Reboot your computer or switch your internet modem on and off again. Contact your internet provider to see if you can have your router signal strengthened.

We recommend a headset for clear audio communication with your therapist. But you can test your microphone, speakers and webcam through your computer settings. (Control panel on Windows, system preferences on a Mac).

Once inside your Live Therapy session, below the webcam feeds there is a 'settings' button. You can use the drop-down menus to choose the correct audio input, output and video capture device.

Install the Video plugin (for Internet Explorer/Safari) On Internet Explorer and Safari, Live Therapy requires the download of a video plugin, even if you don’t intend to use a webcam or microphone.

On the system check page, you will see a prompt at the top of the page to install the Temasys WebRTC Plugin. Click the ‘Install Now’ button. There will be a prompt at the bottom of the page with a button to ‘run’ the plugin. A pop-up will display the plugin license agreement. Click the box to accept the terms, and then click ‘install’.

Once the plugin has installed you will need to click ‘finish’ and refresh the page. In the rare case that the antivirus software on your computer, such as McAfee, AVG or Norton antivirus, blocks the plugin software, temporarily disabling it to download the plugin can work. Please ensure you restore your antivirus software after downloading the plugin.

Under the grey box, you will see camera and speaker buttons, located next to the ‘settings’ button. When you click these buttons, they will turn from red to green. Your webcam feed should appear. If this does not work, or you cannot see your therapist's webcam, there is likely an issue with your connection. If you are using Internet Explorer or Safari, you may need to install the video plugin on the system check page.

This could be down to your microphone or your internet connection. Below your webcam feed, click the ‘settings’ button. Use the drop-down menus to change your audio devices, and you may improve your audio. Please refer to the advice for a better internet connection in section 15 above. If you are not using headphones your speakers may create an echo. Ambient noise will also make you harder to hear, so we recommend connecting a headset. The image is dark and/or pixelated.

Please refer to the advice on strengthening your internet connection in section 15. Can I report an error? You should report any errors to your therapist first. You can send your therapist a message by returning to the Live Therapy homepage. You can then click on ‘our therapists’ and choose the ‘send a message’ option.

Togetherall is not a crisis service, if you require urgent mental health support, please visit our ‘In Crisis’. If you require additional local support outside of Togetherall this information can also be found here.

Togetherall is a digital mental health service, safe and anonymous, giving members access to a supportive community and a wealth of materials at any time of day or night. Access to Togetherall may depend on whether this part of our service is funded by your local health service, or your institution or organisation – check your eligibility by clicking register in the top right corner of the page.

Read more on this topic

Live Therapy

Find out more about Live Therapy, who can access it, and booking a session.