Kindred uses Zoom technology directly within the platform, so you do not need to download the Zoom application or have a Zoom account to attend your session.

Tip: For the best experience, we recommend using your newest available device, an up-to-date browser and a strong, stable internet connection. Some devices may struggle to run video sessions smoothly, particularly if they have limited performance capabilities or several applications running at once. This can affect audio and video quality, even when your internet connection is stable.

If you need further assistance, please email contact@kindredclinical.com.

Joining sessions

What should I do if I cannot join my session?

If you are having trouble joining:

1. Check that you have a stable internet connection.
2. Refresh your browser and try joining again.
3. Close any unnecessary browser tabs or applications.
4. Try opening Kindred in another browser, such as Chrome, Safari, Edge or Firefox.
5. If the problem continues, restart your browser or device and try again.

Note: After joining, you will enter the session's Waiting Room. Your Supervisor will admit you when they are ready to begin the session.

What if I am disconnected during my session?

If you lose connection or accidentally leave your session, you can rejoin using the original session link.

Rejoin a session:

1. Return to Home or My Sessions.
2. Locate your session.
3. Select Rejoin Session.

Tip: If you are experiencing ongoing connection problems, check your internet connection and close any unnecessary applications before rejoining.

Camera and microphone connectivity

Why is my camera or microphone not working?

Your camera or microphone may not be working because of browser permissions, device settings or another application using the equipment.

Check that:

• Your camera and microphone are allowed in your browser settings (such as Chrome, Safari, Edge or Firefox).
• Your device's privacy settings allow camera and microphone access.
• The correct camera, microphone and speakers are selected.
• Your microphone is not muted, and your camera is turned on.
• Your headset or external microphone is properly connected.
• Another application is not using your camera or microphone.

If you make changes to your settings, refresh the page and try again.

What does it mean when my browser settings are blocking my camera or microphone?

Your browser (such as Chrome, Safari, Edge or Firefox) controls which websites can access your camera and microphone.

If access is blocked, Kindred will not be able to use your camera or microphone during a virtual session.

To check your browser settings:

1. Select the lock or settings icon beside the website address in your browser.
2. Find the camera and microphone permissions.
3. Make sure both are allowed for Kindred Clinical.
4. Refresh the page and try again.

You may also need to turn your camera back on or unmute your microphone in Kindred.

What does it mean when my device settings are blocking my camera or microphone?

Your device settings control whether applications and browsers can use your camera and microphone.

Even if you have allowed access in your browser, your computer, tablet or phone may have privacy settings that prevent your camera or microphone from working.

To check your device settings:

1. Open Settings on your computer, tablet or phone.
2. Find Privacy or Privacy & Security, then Camera or Microphone.
3. Check that camera and microphone access is enabled for your browser (such as Chrome, Safari or Edge).
4. Return to Kindred and try again.

You may need to refresh the page, turn your camera back on or unmute your microphone after changing these settings.

What should I do if my Supervisor cannot hear me?

If your Supervisor cannot hear you:

1. Check that your microphone is not muted in the session.
2. Confirm that the correct microphone is selected in your session audio settings.
3. Check that your microphone or headset is properly connected.
4. Make sure your browser and device settings allow microphone access.
5. Try muting and unmuting your microphone.

If the problem continues, refresh the page and rejoin your session.

What should I do if I cannot hear my Supervisor?

If you cannot hear your Supervisor:

1. Check that your device's volume is turned up and not muted.
2. Confirm that the correct speaker or headset is selected.
3. Check that your headphones or external speakers are properly connected.
4. Make sure another application is not interfering with your audio.

If the problem continues, refresh the page and rejoin your session.

What should I do if my camera is not displaying video?

If your camera is not working:

1. Check that your camera is turned on in the session.
2. Confirm that the correct camera is selected.
3. Make sure your browser and device settings allow camera access.
4. Close any other applications that may be using your camera.
5. Check that any physical camera cover or privacy switch is open.

If the problem continues, refresh the page and rejoin your session.

Connection and performance issues

What should I do if my audio or video is freezing or cutting out?

Poor internet connectivity, device performance or too many applications running at once can affect your virtual session.

Try the following:

1. Check that your internet connection is stable.
2. Close unnecessary browser tabs and applications.
3. Move closer to your Wi-Fi router if you are using a wireless connection.
4. Turn off your camera temporarily if your connection is struggling.
5. If the problem continues, refresh the page and rejoin your session.

Tip: Avoid downloading large files or streaming videos on your network during supervision sessions.

What should I do if my device is running slowly during a session?

If your device is running slowly, it may affect the quality of your audio and video, even when your internet connection is stable.

To help improve performance:

1. Close any unnecessary applications or browser tabs.
2. Make sure your device is not downloading updates or running other demanding tasks.
3. Close other applications that may be using your camera or microphone.
4. If possible, switch to a newer device that can handle video sessions more smoothly.

Tip: The performance of your device, internet connection and browser can all affect the quality of your virtual session.

What if my session screen freezes or stops responding?

If your session becomes unresponsive:

1. Check that your internet connection is working.
2. Refresh your browser.
3. Return to Kindred and rejoin your session.
4. If the problem continues, close and reopen your browser.

You can rejoin an active session using the original session link in your Calendar.

Virtual backgrounds

How do I change my background for a virtual supervision session?

Kindred offers a selection of virtual backgrounds to help you maintain privacy and keep your surroundings out of view during supervision sessions.

To select a background:

1. Join your supervision session in Kindred.
2. On the session preview screen, find the Background dropdown.
3. Select your preferred background from the available options.
4. Check how your background looks in the camera preview before joining your session.

Note: Zoom is integrated directly into Kindred, so background options are managed within the platform rather than through the standard Zoom application.

Can I upload my own virtual background?

No. Kindred currently provides a selection of virtual backgrounds within the platform, but uploading your own images is not supported.

You can choose from the available backgrounds before joining your session.

Further assistance

What should I do if I still cannot connect to my session?

If your session is about to begin or is already in progress and you are unable to rejoin, please email your Supervisor directly to let them know you are experiencing technical difficulties. You can find their email address on their profile in Kindred.

If you have tried the troubleshooting steps above and are still experiencing difficulties, please contact contact@kindredclinical.com.

When contacting support, it is helpful to include:

• A brief description of the problem.
• The device and browser you are using.
• Any error messages you are receiving.
• A screenshot of the issue, if available.