Using a Smartphone or Tablet:

1. If possible, be connected to wifi. If you will be using data, call your carrier to confirm your data plan. Some plans are waiving excess usage during the public health emergency. Ask if they will give you unlimited or a large data plan so you can use it for video conferencing needs.

2. Generally you can use any browser on your phone, and you don’t need to download anything. You will just need to be able to access either your email or calendar to click on the url (link) for the Google Meet session.

3. iPhones and iPads: These tend to have the fewest technical issues if you download the Google Meet app. Download the Meet app for Apple mobile devices. Login with google account and make sure we have that email address.

4. Android and other devices: Generally these work fine without downloading anything, but you can download the Google Meet app.

-Click here Download the Meet app for Android mobile devices.​ Login with google account and make sure we have that email address.

Troubleshooting Guide:

1. If you can’t join the session:

   • If it says “Request Access” – you can click the “Ask to Join” green button. It will state “You’ll join the call when someone lets you in.” If you have to Ask to Join, it likely means one of the issues below occurred

   • Logged into different account: If you are already logged into Google, there will be a photo, image, or colored circle with your initial, in the upper right (next to the gear icon). We send the Google Meet invitation to the email we have on file. If it is not the same as the google account you are signed in with, you can click on the circle and switch to the correct google account and you should be able to get in. Alternatively, if you have an email address that you would prefer we use for the invitation, let us know and we can send the invitation to that email.

   • If you are not logged into Google it will say “Sign In” in the upper right corner. If you already have a google account you can sign in there. If you don’t have one, you can create one. You don’t need to create a gmail address/account if you don’t want gmail. You can create a google account using your non-gmail email account. To do that click Sign in => Create Account => then look for “Use my current email address instead” (in about the middle of the box, below where it has you create a gmail address).

   • Log out and in again: If you are logged into the same google account that the email invitation came to but it still won’t let you in, try logging out of all Google accounts, and then loggin in again. Click on the symbol in the upper right (circle with initial or picture), click log out of all accounts, and then log back in again with the correct google account.

2. Issues with Apple devices

   • Apple Phones/Tablets: Most issues with Apple devices are resolved if you download the Google Meet app and access the meeting through the app.

   • Mac computers: If you are having trouble with sound on your Mac, try the troubleshooting steps here

3. Other Troubleshooting

   • Call us at the office (281) 513-5311 and we will help.

   • Click the Google Meet troubleshooting guide

What Devices You can Use:

• A laptop or desktop computer are ideal — preferably the biggest screen size that you have available to you (that you can also have in a comfortable, confidential space.)

• If you’re using a tablet or phone, please prop up the device so that it is stable. Use Wifi if you do not have unlimited data so that you do not use data for your video.

• Whatever device you’re using, please make sure that the camera is about level with your eyes. It may require propping up your device or monitor on other items

• Headphones or earbuds can help reduce or eliminate echo (in addition to ensuring that your therapist’s voice is only audible to you.)

• Please make sure that you are well lit and don’t have a light source directly behind you or you will appear too dark.

Internet Access:

• Be sure to move your computer as close as you can to your WiFi router. Or better yet — plug your computer into the router with an ethernet cable.

• After that, you’ll want to close out of — quit, don’t just minimize — any programs you don’t need which use your Internet connection and close any windows not needed.

Creating Confidential Space:

• You will need to participate in creating an appropriate space for your telehealth services. The more comfortable you feel in the space the more successful your session will be.

Things to consider:

• Is the space private?

• Can you lock the door? If not, will others who have access to the space respect your request for privacy and not enter the room?

• Consider using headphones or earbuds so that your provider’s voice is kept private and is only hearable by you

• If you have a hard time finding confidential space, here are some examples that others have used. These are not ideal, but should be considered secondary choices if an ideal setup is not available. If you use any of these, please make sure that the space is comfortable to you.

  • • Laundry Room

    • Walk-In-Closet

    • Basement

    • Attic

    • Your car parked in safe, private spot. (We want to emphasize that private does not mean secluded. Please do make sure you are in a safe location.)

Things Your Provider Needs to Know:

• In order to be able to seek help if needed, your therapist will need to confirm your physical location at the beginning of the session.