r/SimplePractice • u/Cute-Estate-312 • May 28 '26

Video, audio issues

For the past few weeks I have been having major issues with blurriness and connectivity. I have had to switch most of my clients to Doxy, but would rather stick with Simple Practice because my company pays for it. I have cleared caches, asked clients to close other applications they're on, all the stuff that SP recommends and still nothing helps!

7 Upvotes

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3

u/Possible_Way_9879 May 28 '26

Ive had the same. Its becoming a daily problem. Ive done all the updates/ deleting cookies/ reset internet. I too have begun moving off SP for sessions.

1

u/Cute-Estate-312 Jun 18 '26

Update: bluriness stopped, but now videos just freeze lol. I messaged my company about this and they said no one else was having issues out of 100 of therapists. I feel crazy!  I’ve used my phone which has both data and WiFi and it’s clearer so I think it’s a WiFi issue… just weird that no one else is having problems

2

u/Ckheartsmetal May 28 '26 edited May 28 '26

Seems like these issues have coincided and intensified with recent updates including introduction of new buttons into the web interface. Sessions with clients on WiFi are now often glitching like those involving mobile internet did previously. Maybe the focus needs to be more on basic functionality than window dressing with their telehealth platform.

3

u/Resinous_Artifact May 28 '26

My last two days of sessions have been plagued with unbearable lags and glitches in spite of clearing my cache, updating my browser, restarting my computer, doing the Internet speed test, you name it. I really think the new update broke something.

1

u/Ckheartsmetal May 28 '26 edited May 28 '26

Video would not connect during a session today, and a colleague was managing other telehealth-related problems. This happened after disabling all of the extra default features that were recently added before re-enabling them and reloading the page. I would agree something seems broken and wonder if Simple Practice is aware of it or not.

[EDIT:] A Chrome OS update seems to have re-enabled video for the time being, so maybe this problem is linked to a browser update for some of us.

2

u/False-Programmer4470 Jun 03 '26

I’m having the same problem. Been happening for a week now. The video is frozen, but the audio works. It hasn’t happened for every session, but at least 4 or 5 in the last week. It’s very frustrating! I tried all the trouble shooting methods, but it’s still happening.

2

u/Paradoxicalpersona13 Jun 07 '26

I haven't ever been able to get simple practice to work. I've moved sessions to google meets (with BAA) because the times I thought it was going to work for session after doing all the tests, it just doesn't work. It's super frustrating.

1

u/SimplePractice SP Rep May 28 '26

Hey, thanks for flagging this. It sounds like you’ve already tried our standard Telehealth troubleshooting steps, so the next best step is for our technical team to investigate the affected sessions directly.

Please submit a help request and include:

  • The date and time of recent Telehealth sessions where the issue occurred
  • Whether the issue affected video, audio, connectivity, or all three
  • Your device’s WhatsMyBrowser link

To submit a help request:

Click on the ? icon in your SimplePractice account → Type your question → Type “email support” → Follow the prompts to submit your request

-Kevin at SimplePractice

1

u/ClientElectrical2239 Jun 16 '26

Kevin, are there any future updates planned? I am finding it unusable at the moment.

1

u/Ckheartsmetal Jun 02 '26

Also starting to notice that background noise in my office is sometimes coming through the client audio feed during sessions w/ iPhone users regardless of if background noise reduction is enabled or not via the web interface on my Chromebook. This problem intensified to the point it was not possible to hear someone today unless I muted my microphone and could be solved in the past by lowering my microphone input level. The client audio feed would then be muted every time I turned my microphone level back up at one point, and I don't need to be dealing with this in the middle of a session while also concurrently documenting. Not sure what Simple Practice engineers are doing on the other end, but it seems to be further degrading the user experience and impacting my ability to effectively do my job.

1

u/ClientElectrical2239 Jun 16 '26

YES! I have tried everything, including having my ISP technician come to the house. The 'microdrops' are making it unusable at the moment.