Troubleshooting

Allow access to Camera and Microphone

To join a Recora Appointment via your web browser, you need to give your browser permission to access your webcam and microphone. See browser-specific instructions:

What Browser Are You Using?

Chrome

  1. While logged into Recora, select the lock icon located near the left side of your search bar.
  2. With the menu open, check the camera and microphone options.
  3. Make sure the toggle is ON for camera and microphone, this will ALLOW access to those devices.
  4. When done, simply refresh the browser tab (CTRL + R).

Safari

  1. Select the red camera icon located near the right side of your search bar.
  2. Change the camera & mic access to Always Allow.
  3. Refresh the browser tab (CTRL + R).

How to reset the camera & mic on your MacBook & iMac

  1. Open Safari Preferences.
  2. Navigate to Websites.
  3. Go to camera & mic tabs.
  4. Change access to Allow.
  5. Restart Safari.

Firefox

  1. Click the lock icon to the right side of your search bar.
  2. Check your permissions. You can click both Xs to Clear this permission and ask again.
  3. Refresh the browser tab (CTRL + R).

Edge

  1. Click the lock icon to the right side of your search bar.
  2. Select the drop-down menu next to camera and microphone.
  3. Set the camera and microphone access to Allow.
  4. Refresh the browser tab (CTRL + R).

How can I get support?

You can call Recora at at 1-888-732-6721 or 1-888-RECORA-1

I'm unable to download the app

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The quality of my video or audio connection is poor

Recora's video appointments require a stable internet connection and access to your camera and microphone. For the best experience, download Recora's app on your mobile phone or tablet.

Tips for a Great Video Visit

  1. Ensure your device is plugged in and charging or has a full battery
  2. Use the hardware test to check your microphone and camera
  3. Have a strong internet connection. See Tips for a Stronger Connection below.
  4. Make sure your device meets the minimum requirements
  5. You may want to restart your device (e.g. computer, tablet or phone) before the call
  6. Turn up the volume on your device

Video and Audio Troubleshooting

  • Try another device. If you or your family have a more powerful device (e.g. computer, tablet, or phone) you can use to join Recora's sessions, this may significantly improve your experience.
  • Allow access to your camera and microphone.
  • Try a different browser. Chrome, Edge, Safari, and Firefox (latest versions) are recommended for using Recora.
  • Update to the latest browser. You can easily check your current browser version. Don't assume you are on the latest version just because you have auto updates on.
  • You may need a stronger connection. Your internet connection is very important for call quality. See our Tips for a Stronger Connection below.
  • You may need to update to the latest operating system. Your operating system (Windows, macOS, iOS, or Android) has regular updates to improve its functionality and security. Ensure you are updated to the latest version of your operating system for optimal performance.

Note: The following devices are not compatible with Recora:

  • Amazon Kindle and other e-readers
  • Voice-controlled smart speakers such as Alexa or Google Assistant

Tips for a Stronger Connection

  • Check your internet speed. Both you and your provider will need at least 750 kbps to connect on a video call, and we recommend 2 mbps for a more stable session.
  • Try another network. Sometimes switching from your phone's cellular data connection to a WiFi connection can help.
  • Move closer to your router. Getting right next to your router, or plugging in to your router through an Ethernet cable can help performance.
  • Charge your device's battery. Low power mode or just not being plugged into a power source may cause your device to run in a power-saving mode. This mode will reduce the performance of your device.
  • Disconnect other devices from your network. Ask others in your household to disconnect their devices (TVs, computers, smart devices) so they do not use up valuable bandwidth.
  • Call your ISP. Make sure your internet service provider (ISP) isn't slowing your connection speeds.

Still Experiencing Problems?

Call Recora at at 1-888-732-6721 or 1-888-RECORA-1

How do I adjust brightness or volume?

You can change your brightness and volume directly in the Recora app by clicking the question mark on the top left of your home screen. This will bring you to your settings panel, which allows you to adjust brightness and volume. You can also directly adjust your brightness and volume using your device Settings. Any changes made to your device settings will automatically change in Recora.

I'm getting kicked out of my Appointment
Joining Your Initial Appointment

You will be able to join your session up to 15 minutes before start time. To join your session, click the green Join Session button on your home screen. You will be brought to your session waiting room until a member of your care team joins the session. Make sure to have given permissions for Recora to access your device’s video and mic. If you leave the session by accident, you can rejoin by clicking the Join Session button again.

Make sure to have given permissions for Recora to access your device’s video and mic. If you leave the session by accident, you can rejoin by clicking the Join Session button again.

Once your session is within 15 minutes, click the green button to join.

Building your schedule

After your initial session, you will work with your care team to choose your appointment times  appointments for a schedule that works best for you. Our care team is available for appointments 8 AM - 6 PM, Monday - Friday and 9 AM - 3 PM, Saturday. Recora requires a minimum of two sessions a week, but can book up to five a week. Sessions will be booked on a recurring basis.

I don't see any upcoming appointments.

After your initial session, you will work with your care team to choose your appointment times  appointments for a schedule that works best for you. Our care team is available for appointments 8 AM - 6 PM, Monday - Friday and 9 AM - 3 PM, Saturday. Recora requires a minimum of two sessions a week, but can book up to five a week. Sessions will be booked on a recurring basis.