Like all video platforms, BetterUp Video is reliant on a stable network connection. To ensure the best possible experience with BetterUp Video, we recommend using the latest version of Google Chrome on a desktop computer. While network connectivity can affect performance, we have compiled a guide to help you troubleshoot any video or audio issues that may arise. Before your next session, we encourage you to use the Pre-Call Test to check your connectivity.
It is important to prioritize time in session with your Coach rather than going through lengthy troubleshooting measures. If you encounter difficult technical problems that cannot be quickly fixed during or before the session, we kindly ask that you send a message to your Coach to let them know you need to connect via your backup method of contact.
Video/System Requirements
For an optimal user experience, we suggest the following minimum system requirements:
| Computer and Browser Requirements | Mobile Devices and Browser Requirements |
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BetterUp Video Checklist
Prior to your session:
- For Apple computers, grant your browser system access to your camera, microphone, and screen recording (required after every Mac OS update)
- As always, ensure that your browser permissions are enabled for your camera and microphone
- Establish a backup method of communication with your Coach prior to your session. While the video chat might be working fine to start, having that shared alignment of the next steps should you lose connection can be helpful and reduce stress should the connection go down
- Try this connectivity test: Pre-Call Test.
- If using your browser, ensure Safari, Chrome, or Firefox is updated. We recommend you use Chrome for an optimal experience.
- If using the Betterup mobile app, ensure the app is up to date
- Have working headphones to use for your BetterUp Video call
Basic Video Troubleshooting: Poor Connection
If you run into any issues during your session:
- If using a browser, try restarting your browser or using another browser to rejoin the session (Chrome is our preferred browser.)
- If using the BetterUp Mobile App, try closing out the app and restarting it
- If you are unable to hear your Coach or your Coach is unable to hear you, please see Troubleshooting Audio Issues
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Video takes up a lot of your network’s bandwidth, so switching to "audio-only" can help your call run smoothly even with a poor WiFi connection. To do this, click the video icon at the bottom of your screen and ask your Coach to do the same.
After clicking the icon, it will appear as shown below:
- If using WiFi and experiencing a poor connection, try moving to a different spot where the connection may be stronger
If you have tried troubleshooting and the video still isn’t working, send a message to your Coach to request they contact you via your backup method of contact. As always, prioritize time in session with your Coach rather than lengthy troubleshooting measures.
If the issue persists, we highly suggest you work with your IT team to help fix the issue before your next session. Additionally, feel free to contact support. We are always happy and available to help!
If you or your Coach are experiencing a weak connection, a “Poor Network Connection” message will appear on BetterUp Video. If the connection fails, you’ll see a “Connection Failed” message appear on your screen. If you continue to experience these issues moving forward, try completing these steps after the call:
- Ensure your wireless network hardware is switched on and plugged in
- Make sure you’re in range of your router, as it may help to adjust your position
- If you've recently installed or upgraded software firewalls on your computer, temporarily disable them
- Restart your computer and/or modem
- If applicable, disconnect the ethernet from the router and plug it directly into your computer or connect to a different network
Troubleshooting Audio Issues
If you are unable to hear your Coach or they are unable to hear you or you are experiencing issues with audio, we recommend trying these troubleshooting steps:
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Toggle the audio off/on by clicking the microphone icon (mute and un-mute)
- Disconnect and reconnect your headphones
- Switch to a different microphone (remove your headphones entirely and use the built-in microphone on your computer)
- Restart your browser (Chrome is our preferred browser.)
- If restarting the browser doesn’t work, try launching the BetterUp Video from a different browser
- As always, ensure that your browser permissions are enabled for your camera and microphone
If you continue to run into issues with your audio, please take this Pre-Call Test and screenshot your results. From there, contact support with that screenshot.
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Toggle the audio off/on by clicking the microphone icon (mute and un-mute)
Troubleshooting Camera Issues
If you are experiencing issues with the camera on the BetterUp mobile app or website, you may be able to fix the video by clicking the camera icon twice to toggle your camera off and on.
To do this, click the video icon at the bottom of your screen:
After clicking the icon, it will appear as shown below:
Then click the camera icon once more so it appears as shown below:
If that doesn’t work, the BetterUp platform will prompt you to have your sessions with your Coach in audio-only mode. We recommend ensuring that your device, browser, and/or app are up to date. You can try logging into your BetterUp account and joining the session in another browser, as sometimes this can be a browser-related issue. That being said, we also recommend checking your browser permissions for your camera and microphone if you are connecting to the BetterUp platform using a desktop or laptop.
If you would like to use an alternative video platform, you can update your preferred method of contact in your BetterUp account, and if the issue persists, we highly suggest you work with your IT team to help fix the issue before your next session.
Always feel free to contact support. We are always happy and available to help!
Hiding/Minimizing Self-View During Your BetterUp Video Session
During your BetterUp Video session, you may want to hide or minimize your self-view while still allowing your Coach to see you. Here are the instructions to do so:
1. After clicking Join now to start your session, you'll enter the waiting room where you'll see your camera working.
2. In the top right corner of your screen, you'll see your self-view.
3. To hide or minimize your self-view, click the double arrow button located in your self-view square. By clicking it, your self-view will be minimized, but your Coach will still see you on the call.4. If you keep your view minimized, this setting will be remembered should you need to re-join the call.
5. If you would like to un-hide or expand your self-view, simply click the double arrow button once again to expand your minimized self-view.