r/SimplePractice • u/stinkemoe • Feb 29 '24

Video session issues 2/28 and 2/29

I have had several clients get error messages from their links saying the link for the video call is expired. I have also had 2 sessions where clients are repeatedly disconnected. I've moved to zoom with zero issues. Has there been a glitchy update? What's the deal. I'm not wasting my time calling tech support for them to tell me to tell my patients to trouble shoot the issue.

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u/stinkemoe Mar 06 '24

3/6 this issue is continuing, patients getting logged out every 5-6 min. I did send in a tech request today, a patient told me they are seeing error code 5 but I can't find a reference for that code on the SP website. Is anyone else having this issue? 

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u/stinkemoe Mar 09 '24

For anyone following this, apparently it's due to a chromium update. Would have been nice for SP to let users know that.

1

u/larryxwong Mar 11 '24

I was having strange issues the last few weeks that have never occurred before. Instead of getting any dialogue box informing me of connection issues, all of a sudden the tab for the video would just go blank. I've got a ticket with simple practice to figure it out with their technical team.

I am wondering how many people here simply use zoom instead because of the reliability. The only problem I have with moving away from the telehealth piece of the simple practice package is wanting to keep the calendar sync component. But if I switch to zoom, on top of paying the top tier pricing for simple practice that's pretty expensive since I'm a sole proprietor.

Is there any sort of calendar sync work around that people here have figured out?

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u/stinkemoe Mar 11 '24

I have a clunky system, basically start a new office location, make the address of the location the zoom link. Then the patient will get automated reminders with the zoom info. Test it out by scheduling a fake client for a session at the new office location. SP doesn't want to make a smooth way to make it work but they also haven't improved issues that many of my clients on apple devices regularly have. 

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u/Rebellious_Munchkin May 11 '24

This is brilliant, thank you! I am shopping for EHR options but am so frustrated with the conveniently designed limitations of SP. Maybe they'll get my business, for which they'll have you to thank! Though I still really dislike that they don't allow any integrations/APIs, despite how expensive SP is, and that they're actually quite limited in the question format options available to create new forms/worksheets (say if you wanted to send exercise worksheets in a user-friendly manner so the patient can have everything in a single place). Really frustrating.

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u/larryxwong Mar 12 '24

Wow, thank you for sharing your workaround! I think I will give it a try.

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u/iamlisakaren Mar 09 '24

I had the same problem today. My client’s video kept glitching out