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🧰 Basic Troubleshooting (For Initiators)

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Welcome to Hazel’s Basic Troubleshooting Guide

(for Initiators)

If you are experiencing any technical issues with Hazel Health such as an unresponsive / frozen app or web page, or problems with video or audio functionality during a visit, this resource can help!

NOTE: If you're receiving an error when opening the Hazel app that says "Hazel no longer available" or the app is closing immediately after you try to open it, these steps will not work.

If that describes the issue you are experiencing, ask Hazel support to send an "App Push" to your device — email schools@hazel.co.

First make sure that...

  1. You are joining the visit the way your school is set up to join
      • On the web (the most common setup): sign in at my.hazel.co/school/signin-v2 on your district-managed computer, laptop, or Chromebook. Open the scheduled visit on the weekly calendar, then either select "Join Visit" to run the visit on that same device, or select "Get a code" to set the student up on a second device.
      • Starting a Physical Health visit on the web: find the student on the Students tab, select "Start Physical Health Visit", complete the pre-visit documentation, then join on this device or get a code for another device.
      • On the second device: point it at my.hazel.co/school/signin-v2 and enter the session code along with the Student ID or date of birth.
      • On a Hazel iPad: the app still works too — open the dashboard and look under the "Visits" section. You can also join from an anonymous link sent by the provider.

  2. You are in the correct visit [IF Mental Health] (double check name, DOB, date, time)
      • Make sure that you're looking at the right place for visits — the weekly calendar on the web, or the "Visits" section of the dashboard on the iPad — and if you don't see it, make sure you're signed in to the correct school!

Troubleshooting after that...

  • Reload the video

      • There should be a "reload" option in the menu
        ** First step only for issues during video calls**

  • Try different / no headphones

      • If you're having issues with audio and you're using headphones, try again either without your headphones, or with a different pair.

  • Check that your browser is allowed to use the camera and microphone (if on the web)

      • When you join a visit on the web you'll be asked to allow access to the microphone and camera. If you dismissed that prompt, allow access in your browser's site settings and reload the page.

  • Reboot the device

      • If all else fails, rebooting is normally going to solve the problem, but it’s time consuming so we try to keep that as a last resort as much as possible. (How to restart an iPad)

  • Try another site

      • Try going to a website like youtube.com and click around / see if things load and stream for you, this will help us confirm whether or not the network you're connected to is allowing you stable access to the internet.



Web visit issues

If you're running visits from the web dashboard, these three problems cover most of what we see.

1. You don't see a session code on the weekly calendar or student visit

  • First, make sure you signed in at my.hazel.co/school/signin-v2 — signing in from the older URL will not show session codes.
  • If that didn't fix it, turn the setting on yourself:
      • Sign in to the Hazel school website
      • Select your name in the bottom left corner
      • Select "Account Settings"
      • Under App Settings, turn on "Enable Web Based School Visits"
      • Go back to the visits tab and refresh / reload the page

2. The session code button is visible but you can't select it

  • The session code becomes available 1 hour before the scheduled start time. If you're outside that window, the button won't be selectable yet — wait until you're inside the hour and reload the page.

3. The iPad in kiosk mode is only showing the email login, with no session code option

  • Hold down the power button to bring up the sign out / shut down options
  • Select Sign Out
  • Open the Hazel app again — you should now see the session code login

If that still doesn’t help

** If you're actively trying to access a visit, please request an anonymous link from the provider so that you can join on another device that is not experiencing these issues! **

1. If you are still trying to save the visit (mental health only)

  • Reach out to the Provider and request an "Anonymous Link" be sent to your email address. You can open that link in a browser on the device you're using and continue the session that way.
  • You can also open the link on another device (one with a camera and microphone) if the device you started on is the source of the issue.


2. Perform a TokBox Test

    • https://tokbox.com/developer/tools/precall/
    • Tap Run test
    • After the test is completed, check the following results:
        • Green checkboxes for all items under the Connectivity to OpenTok Servers
        • Scores of 4 or higher on the Video Quality and Audio Quality.
        • Packet Loss of less than 1%
          *** Make sure to take a picture of all of those results! ***

3. Reach out to your school's IT team

  • Let them know that you're having connection issues
  • Make sure that you're connected to the WiFi network that was configured for Hazel — not a guest network
  • Share the results of the test from above

4. Still stuck? Reach out to Hazel

  • Email schools@hazel.co, or call 1-800-764-2935 (1-800-76-HAZEL). When you call you'll reach our automated assistant, which can help with many requests right away — or you can leave a voicemail and we'll call you back.

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