If you're having trouble joining an audio or video call with a practitioner—or you've joined but can't hear or see each other—don't worry. Here's how to get things working.
On your mobile device
On your mobile device
Update the app. Make sure you're using the latest version. Check the App Store or Google Play store for updates.
Check your permissions. Maple needs access to your camera and microphone. Head to Settings on your device to turn these on.
Close and reopen the app. Fully exit the app, then open it again.
Start fresh. Decline the current call and ask the practitioner to start a new one.
Check your connection. If you can, switch to a stronger Wi-Fi or data connection.
On your computer
On your computer
Update your browser. We recommend the latest version of Google Chrome. Visit google.com/intl/en_ca/chrome/update to check.
Check your permissions. Your browser needs access to your camera and microphone. Go to Settings, or click the lock icon in the address bar to update permissions for Maple.
Refresh the page. Sometimes that's all it takes.
Close and reopen your browser. Make sure it's fully closed before you open it again.
Start fresh. Decline the current call and ask the practitioner to start a new one.
Check your connection. If you can, switch to a stronger Wi-Fi connection.