If the image and/or sound is frozen or lagging, the most common reason is that the internet connection is unstable. If possible, connect to another network (preferably 5G) and test if it works better.
To rule out the possibility of the issue being related to an incorrectly configured firewall, we recommend checking the following link: https://tools.vonage.com/video/precall.
Send this link to the user experiencing the problem and ask them to visit it in Chrome/Edge. If everything is working properly, the test will show confirmation symbols next to each tested part.
If the issue cannot be located in neither the firewall nor the internet connection, feel free to email Visiba support at support@visibacare.com the following information for further investigation:
- Name of the healthcare professional responsible for the consultation
- Time/date of the consultation