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

• You must unmute yourself. Look for this mic icon:

• Most Common: If it’s your first time, Chrome or Edge will ask to allow mic access. If you clicked “Block” by mistake:

  (a) Click the settings lock icon in your browser bar

  (b) Allow microphone and camera access:

• 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 Incognito

I Can't Log In

• Double-check your school email

• If using SSO (Google/Microsoft), confirm you're logged into the correct account

• Use the "Forgot Password" link if needed, and you'll get an email to help reset your password. Remember to check your spam folder!

💬 Still Stuck?

Email us at hello@simcare.ai

We’ll help you get back on track :)