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 4G) 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://se.visibacare.com/diagnostics.
Send this link to the user experiencing the problem and ask them to visit it in Chrome/Firefox. Under Turn port/protocol test you can see if the firewall is properly configured to enable the call through. If everything is working properly, the dot as well as the four smaller lines will be green.
If the issue cannot be located in neither the firewall nor the internet connection, feel free to email Visiba support at email@example.com the following information for further investigation:
- Name of the healthcare professional responsible for the consultation
- Time/date of the consultation