Basic Troubleshooting (For Initiators)

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, please reach out to your Point of Contact at Hazel and request an "App Push" to your device.

First make sure that...

1. You are in the app on the iPad
   • • Entering a Hazel Visit is currently only possible through the iPad app dashboard under the "Visits" section, or through an anonymous link from the provider. 
       
       
2. You are in the correct visit [IF Mental Health] (double check name, DOB, date, time)
   1. • Make sure that you're looking at 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. 

• Make sure you aren't in "Airplane Mode"

  • • Open your control center and make sure your device isn't in Airplane Mode.
      
      
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• Kill all apps/ close all browser tabs

  • • Close all apps and browser tabs
    • Lock and unlock your device
    • Launch the Hazel app again
      
      

• 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.
       

• Clear browsing data / cache / cookies (if on the web)

  • • How to clear history in Chrome
    • How to clear history in Safari
      
      
      

• Try a different browser (if on the web)

  • • Google Chrome tends to work best, but if you're already using Chrome, try Safari instead!
      
      

• 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. 
      
      
      
      

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 through your email on the iPad browser and continue the session that way.
• You can also open the link on another device (one with a camera and microphone) if the iPad 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 schools 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
• Share the results of the test from above