Trouble with video in jane 

Joining Your Trillium Counselling Online Session on a Mobile Browser

If you’re joining your Trillium Counselling online appointment on your phone or tablet using a browser (instead of the Jane mobile app), the steps below can help you get connected smoothly and troubleshoot common issues.

> Note: You’ll receive a confirmation and reminder email from Trillium Counselling with a link to your online session, hosted securely through Jane. We recommend joining a few minutes early so you have time to work through any technical hiccups.

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1. Before Your Appointment

**Find a private, quiet space**

- Choose a room where you can speak freely and won’t be overheard.

- Use headphones if you share your space with others for added privacy.

**Turn on Do Not Disturb / Focus Mode**

Turning on Do Not Disturb (or Focus Mode) helps prevent interruptions from calls and notifications, which can disrupt audio and video.

- On iPhone/iPad:

[screenshot placeholder – iOS Focus Mode instructions]

- On Android:

[screenshot placeholder – Android Do Not Disturb instructions]

If you do receive a phone call during your session and notice audio or video issues afterward, leave the session and rejoin using your original appointment link.

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#### 2. Open Your Session Link in a Supported Browser

1. Open the email reminder from Trillium Counselling.

2. Tap the **“Begin”** or **“Join Online Session”** button/link.

3. When prompted, choose to open the link in **Safari (iPhone/iPad)** or **Chrome (Android or iPhone)**.

[screenshot placeholder – Trillium email with “Begin”/“Join” link]

Avoid using in-app browsers (for example, opening directly inside Gmail, Outlook, or Facebook). If that happens, tap the three-dot menu and choose “Open in Safari/Chrome.”

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#### 3. Allow Camera and Microphone Access

When the Jane video page opens, your browser will ask for permission to use your camera and microphone. Tap **Allow**.

[screenshot placeholder – browser prompt asking for camera/mic access]

If you don’t see a prompt, or if audio/video isn’t working, check permissions manually:

**On Safari (iPhone/iPad)**

1. Go to **Settings > Safari > Camera / Microphone**.

2. Set both to **Allow**.

[screenshot placeholder – Safari camera/mic settings]

**On Chrome (iPhone/Android)**

1. Open **Chrome Settings**.

2. Go to **Site Settings > Camera** and **Microphone**.

3. Ensure both are set to **Allow** for the Jane website.

[screenshot placeholder – Chrome camera/mic settings]

You can also tap the **lock icon** in the browser’s address bar during the call to confirm that camera and microphone are allowed.

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#### 4. Run a Quick Pre-Call Test

Before your Trillium Counselling session starts, you can run a test on the Jane platform to check your audio, video, and network connection.

- Look for the **Pre-Call Test** or **Test your connection** option on the screen before joining.

[screenshot placeholder – Jane pre-call test screen]

The test will help you confirm that your camera, microphone, and internet connection are ready.

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#### 5. Improve Audio and Video Quality

To keep your session as clear and stable as possible:

- **Stay close to your Wi‑Fi router** if you’re on wireless.

- If your Wi‑Fi is weak, try switching to **mobile data** (if your plan allows).

- **Connect Bluetooth devices (like AirPods) before joining** the session and keep the same audio device throughout.

- Avoid switching between built‑in speakers and Bluetooth in the middle of the call if you can, as this can sometimes create glitches.

If your camera or microphone feels “stuck,” try:

1. **Refreshing the page** first.

2. If that doesn’t work, **fully close the browser app** and reopen your session link from your Trillium email.

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#### 6. Stay on the Session Screen

Once you’ve joined your online appointment:

- Try to **stay on the call tab/window** for the duration of your session.

- Avoid opening other apps, streaming video, or downloading large files at the same time, as this can affect the connection.

On some mobile devices, minimizing your browser or switching apps can pause or disrupt audio/video, so remaining in the session window helps keep things running smoothly.

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#### 7. Keep Your Device and Browser Up to Date

Using the latest software helps your session run more smoothly:

- Make sure your **phone or tablet operating system** is up to date.

- Update **Safari or Chrome** to the latest version.

- Updating iPhone iOS:

[screenshot placeholder – iOS software update screen]

- Updating apps via the App Store:

[screenshot placeholder – App Store update screen]

- Updating Android OS:

[screenshot placeholder – Android system update screen]

- Updating apps via Google Play Store:

[screenshot placeholder – Play Store update screen]

If your device is several years old and struggles with updates, you may notice more connection or performance issues during video calls. In that case, using a newer device (if available) can improve your experience.

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#### 8. If You’re Still Having Trouble

If you’ve tried the steps above and are still unable to join or stay connected to your Trillium Counselling online appointment:

- You can contact our administrative team for support with your session link or connection.

- You’re also welcome to discuss any ongoing tech concerns with your therapist so we can explore options such as phone sessions or alternative devices/platforms when appropriate.

We know reaching out for support can already feel like a big step. Technical issues can be frustrating on top of that, and we’re here to help you get connected in the way that feels most accessible and comfortable for you.