Troubleshooting techniques

Blank screen on Counselling by GreenShield Health

If you encounter a blank screen when you are on Counselling by GreenShield Health try these troubleshooting techniques:

• Update your browser: Make sure that the browser you are using is updated to its latest version (Chrome, Microsoft Edge, Firefox, Safari)

• Check for computer updates: Make sure that your computer is up to date and you have installed the most recent update for your system (Windows, Apple).

• Update the mobile app : If you are using the MyArtaHealthHub mobile app, ensure you have downloaded and are using the most up to date version of the app.

If you're still encountering difficulties on Counselling by GreenShield Health, reach out to our support team by email at [e-mail].

My counsellor can't see me

If you encounter technical difficulties during an appointment, please try these troubleshooting tips or contact us by email at [e-mail]. There is also a toll-free number on your appointment screen that you can use to connect with your counsellor if you cannot get your video appointment running.

Try the following common causes and solutions:

• Camera, sound, or microphone permissions: Ensure your browser camera, sound, and microphone settings are set to on.

• Hardware connections: Make sure that your camera or microphone hardware is properly connected to your computer. When you join the call, make sure you have allowed the browser to access your camera, microphone, and sound settings.

• VPN interference: Disconnect any VPN service you might be using before joining your appointment. Many VPN services can interfere with video calling software.

• Connection speed issues: Test your connection at Measurement Lab. We recommend connection speeds of 5 Mb/s or higher. If your connection is slower than 5 Mb/s, try using a different network or connect your computer to the router using an ethernet cable.

• Setup compatibility: Run this brief test to ensure your setup is compatible with the software we use for our appointments.

• Update the mobile app: If you are using the MyArtaHealthHub mobile app, ensure you have downloaded and are using the most up to date version of the app.

Cannot connect to my appointment

If you encounter technical difficulties during an appointment, please try these troubleshooting tips or reach out to our support team by email at [e-mail].

Try the following common causes and solutions:

• Camera, sound, or microphone permissions: Ensure your browser camera, sound, and microphone settings are set to on. You will need to refresh the page after you have turned these settings on.

• VPN interference: Disconnect any VPN service you might be using before joining your appointment. Many VPN services can interfere with video calling software.

• Connection speed issues: Test your connection at Measurement Lab. We recommend connection speeds of 5 Mb/s or higher. If your connection is slower than 5 Mb/s, try using a different network or connect your computer to the router using an ethernet cable.

• Setup compatibility: You can run a network test to verify whether your setup is compatible with our video-call software. It takes about three minutes to complete and it will tell you where the problem is exactly.

• Use the toll-free unique phone number to attend your session by phone: From the My Appointments screen, in the Upcoming section, select Join via Toll-Free Number. On your phone, dial the number and enter your PIN. Please note that this number is only free of charge if you are calling within North America.

• Update the mobile app: If you are using the MyArtaHealthHub mobile app, ensure you have downloaded and are using the most up to date version of the app.

Issues with links sent in emails

If you receive an email from Counselling by GreenShield Health and you cannot click on links, or the links appear as plain text, please try using these troubleshooting tips or contact us by email at [e-mail].

Some common causes of this issue are:

• Updates to your email contact: Check to ensure that the contact you use for your email is up to date (Outlook, Gmail, Yahoo).

• Check for computer updates: Make sure that your computer is up to date and you have installed the most recent update for your system (Windows, Apple).

• Email trust permissions: Ensure that your email preference settings are allowing emails to be read in HTML and not plain text (Outlook, Gmail, Yahoo).