Frequently Asked Questions

Answers to our most frequent questions.

I am having issues connecting via Lyssn telehealth. What can I do to fix it?

• please instruct your client to select the “Close” button at the bottom of the screen, then select “Rejoin Call”. This step may need to be repeated by the client. 
• always ensure your Google Chrome browser is up to date.
• Lyssn telehealth from the counselor side functions via a laptop or desktop computer. Unfortunately it is not compatible with mobile devices at this time.

Why is my Audio and Video Lagging During Telehealth Session?

• If your upload speed is below 5Mbps, this can create challenging telehealth sessions. To remedy this, consider connecting to your internet directly via ethernet cable instead of via wifi.
• If your upload speed is below 5Mbps, you may want to consider using another platform for your recording session and then uploading that session to Lyssn. Other platforms are  not encrypted like Lyssn, so you may experience a smoother video connection.

Why Does my Telehealth recording not include video?

• the default setting for all telehealth sessions is Record this session's audio (the 2nd radio button)
• if you want to record the telehealth session with video, you will need to select the 3rd radio button, Record this session video and audio (not recommended with slower connections)

I received this error message while recording a session A network error caused the media download to fail part-way. What should I do?

• Do not end and/or start a new session.
• Do not log out of Lyssn.
• close the pop-up or select "ok" and continue your session.
• If you see this pop-up at the end of your session, close the pop-up or click "ok".

How do I prevent my computer from going to sleep while recording an in-person session on Lyssn?

• Mac: Set sleep and wake setting for your Mac
• Mac: Change lock screen settings on Mac
• Windows 11: How to adjust power and sleep settings in Windows

I’m having issues with the transcript identifying counselor and client correctly.
What can I do to fix this?

• Better audio quality promotes better transcription and more accurate analysis of your recording.
• try to position your laptop or desktop where your microphone is located between you and your client.
• Minimize background noise in the room. Turn off white-noise machines, music or any other background noise to improve sound quality.
• If you have a USB/External Microphone, place it directly between the two people; the closer the microphone is to the people talking, the better the audio quality.