Live Session Client Issues FAQ

Video Guide

Step-by-Step Guides

Here is a list of commonly asked support questions and answers about Supervision Assist Live Sessions

Using the Correct Internet Browser

There are two internet browsers we recommend for using Supervision Assist. Please make sure all browsers and operating systems are fully up to date for maximum compatibility. 

  1. For desktop and laptop users (Windows 10 & MacOS) we recommend using Google Chrome. Other browsers will still work, but some features like screen sharing audio only work one chromium based browsers. 
  2. For Android phone only Google Chrome is supported. 
  3. For iPhone users only Safari is supported. 

Phone Screen Seems Squished

After recording a session in Supervision Assist you notice that the video appears squished. 

Fix: When joining with your webcam make sure your phone is in portrait mode. 
How does this happen?
  1. Meeting is started
  2. When the video is connected the mobile phone is in portrait mode. (standing up)
  3. While recording, the mobile phone is turned on its side in portrait mode. (on it's side)


Recording is turned 90 degrees

After recording a session in Supervision Assist you notice that the video is turned 90 degrees. 
Fix: This usually occurs when the home screen rotation is locked on a device. Follow these guides to unlock home screen rotation on iPhone/iPad or Android devices. 

How does this happen?

  1. Meeting is started.
  2. Phone is rotated sideways with the home screen locked.
  3. Video is detected to be in portrait mode (standing up) and the video is rotated within Supervision Assist. 

Audio Issues (Others can't hear me)

If you do not hear audio in your recording, it is likely because your audio was not connected properly during the meeting. With a few steps you can make sure that you have your audio connected properly. After completing your echo test, we recommend doing the following. 

  1. After speaking, check that your name shows up on the top left corner of the screen each time that you speak. If your video is on, you will also have a blue outline each time you speak.  
  2. If your name doesn't show after speaking you may quickly switch between different microphones . Select the phone icon at the bottom of the screen and choose a different microphone until it works properly. .
  3. If someone is speaking and you can't hear them, it is likely because you need to change your speaker output. You can change this by selecting the phone icon and choosing a different output. 

Trouble Connecting Microphone, Camera, or Screen Sharing. (Error 1136)

When connecting to audio for the first time you may receive a message that you do not have permissions to share your audio, video, or your screen. You may also receive an Error 1136. Follow this guide to turn on the correct permissions. 

Audio Issues (I can't hear other participants. )

  1. If someone is speaking and you can't hear them, it is likely because you need to change your speaker output. You can change this by selecting the phone icon and choosing a different output. 

Video Shows a Blank Screen (Timer is correct)

“When I try to playback my live session, there is just a black screen, and the video does not play.” 

When starting a live session with auto record on, you may see a blank screen for the first 20 seconds. This is due to the recording starting before you are connected to Audio/Video. Please try fast forwarding a minute or two to see if this works. 

Audio/Video Disconnects During a Meeting

There have been some reports that certain home providers like Spectrum internet have had disconnecting issues. If this happens, please follow this guide to disable IPV6 on your computer or router. 

Automatic Transcriptions Not Working

Unfortunately we no longer provide automatic transcriptions after a recording has occurred. However there are many free solutions you may use to get a transcript. When using any of these solutions, you must make sure that they are HIPAA compliant as they may likely contain ePHI. 

If your school provides a HIPAA compliant version of Google Docs, you may use the following instructions. Alternatively you may check if your school has a HIPAA compliant version of Otter.ai.

  1. Open Google Documents and create a .doc file. 
  2. Select Tools, then go to Voice typing.As much as it’s very possible to use a microphone input to create subtitles
  3. After the Click to Speak window appears, you can select the language and accent in the menu that’s just above the microphone icon. After that, all you have to do is hit the microphone icon before you play your audio or video
    As much as it’s very possible to use a microphone input to create subtitles

Play your video within Supervision Assist and use a speaker that your microphone may pick up to grab a transcription.

Why does my screen go into sleep mode during a live session?

When recording a live session with an in-person client and recording the room, your screen may go into sleep mode when left untouched for an undetermined amount of time depending on device settings (typically 5-12 minutes). If your screen turns black and goes into sleep mode, the audio of your live session will still be recorded, but the camera will sleep at this time.

To avoid your screen going into sleep mode during a live session, please take the following steps once the live session has been started:

  1. Click the three vertical dots (Options) in the top right corner of the screen. 

  2. Select Make Fullscreen.

After following these steps, your live session will be in Fullscreen mode which will take over the sleep settings on your device. Allowing your live session to be recorded in its entirety without the screen turning black. 

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