Troubleshooting First-Time Issues
Running into problems during your first session? Here are the most common fixes.
I Can't Hear the Client
- Make sure your speakers or headphones are working
- Check that your browser tab isn't muted
- Try going back to the Discover page, click on the client again, and double-check your audio settings on the setup screen. Click "Test Speaker" on this page and ensure you hear a sound.
If all else fails, refresh the page.
The Client Can't Hear Me
First, ensure you have unmuted yourself. Look for the microphone icon on the screen.
⚠️ Most Common Issue: Browser Permissions
If it’s your first time, Chrome or Edge will ask to allow mic access. If you clicked “Block” by mistake, follow these steps:
- Click the settings lock icon 🔒 in your browser address bar (top left).
- Toggle the switches to Allow microphone and camera access.
After fixing permissions, go back to the Discover page, click the client again, and double-check your mic settings on the setup screen.
Nothing’s Loading / Page Is Blank
- Use Chrome or Microsoft Edge.
- ❌ Safari and mobile browsers aren't supported yet.
- Try clearing your cache or using an Incognito/Private window.
I Can't Log In
- Double-check your school email for typos.
- If using SSO (Google/Microsoft), confirm you're logged into the correct account in your browser.
- Use the "Forgot Password" link if needed. You'll get an email to help reset your password.Remember to check your spam folder!
💬 Still Stuck?
We are here to help.
- Email us: hello@simcare.ai
- Join daily office hours: For more complex issues, join us from 9-10am PST at meet.google.com/amr-irgz-ecq
We’ll help you get back on track! :)