When you connect to EMDR Platform for the first time, your browser (in this case Google Chrome) will ask for your permission to access the camera and microphone. Please click on allow:

You might have missed this request, which you can check and change in two ways: by clicking on the lock-symbol at the left side of the address bar or by clicking on the camera-symbol at the right side of the address bar:

It is possible that another camera is selected in the video screen. Please ensure that the correct camera is selected, by clicking the small arrow-button on the camera-icon at the bottom of the video screen. The correct camera in the list will show the correct view. Select that camera view to save this camera.

If the camera is still occupied by another application (i.e. Skype/Teams/ Zoom/Facetime/Hangouts/etc.), EMDR Platform and your browser are not able to connect to your camera. Check if any application is running on the background, or in one of your other browser (-tabs). Close the application by a right click on the icon:

Afterwards, please close your browser completely and click again on the link shared by your therapist.

EMDR Platform is compatible with all common browsers: Google Chrome, Microsoft New Edge, Chromium, Firefox and Opera. However, it is key to use the latest version/update of your browser.

In case you are using a different browser as your standard browser, please copy the link sent by your therapist and paste it in the address bar of one of the compatible browsers.

Because EMDR Platform is designed and tested on Google Chrome, this is the preferred browser. Therefore, in case of issues, always try if the issue still occurs in Google Chrome.

When you connect to EMDR Platform for the first time, your browser (in this case Google Chrome) will ask for your permission to access the camera and microphone. Please click on allow:

You might have missed this request, which you can check and change in two ways: by clicking on the lock-symbol at the left side of the address bar or by clicking on the camera-symbol at the right side of the address bar:

It is possible that another microphone is selected in the video screen. Please ensure that the correct microphone is selected, by clicking the small arrow-button on the microphone-icon at the bottom of the video screen. The correct microphone in the list will show a green bar when you speak. Select that microphone and click on the small arrow-button again to save this microphone.

EMDR Platform is compatible with all common browsers: Google Chrome, Microsoft New Edge, Chromium, Firefox and Opera. However, it is key to use the latest version/update of your browser.

In case you are using a different browser as your standard browser, please copy the link sent by your therapist and paste it in the address bar of one of the compatible browsers.

Because EMDR Platform is designed and tested on Google Chrome, this is the preferred browser. Therefore, in case of issues, always try if the issue still occurs in Google Chrome.

Wireless/bluetooth speakers and headphones do not work properly, please use a wired speaker or headphone. It is possible that another speaker is selected in the video screen? Please ensure that the correct speaker is selected, by clicking the small arrow-button on the microphone-icon at the bottom of the video screen. Use the TEST button to select the correct speaker and click on the small arrow-button again to save this setting:

Right click on the speaker icon at the right bottom of the task bar of your computer / laptop and select Troubleshoot sound problems. Follow the instructions on your screen:

EMDR Platform is compatible with all common browsers: Google Chrome, Microsoft New Edge, Chromium, Firefox and Opera. However, it is key to use the latest version/update of your browser.

In case you are using a different browser as your standard browser, please copy the link sent by your therapist and paste it in the address bar of one of the compatible browsers.

Because EMDR Platform is designed and tested on Google Chrome, this is the preferred browser. Therefore, in case of issues, always try if the issue still occurs in Google Chrome.