As a first step, please read the Common Video Connection Issues article. This has help for troubleshooting connectivity issues, including a third-party pre-call test.

"My other video applications work fine, why am I having trouble with iCouch?"

Consumer-grade video systems, including (and especially) Zoom, Hangouts, or Skype do not typically use end-to-end encryption despite often deceptive marketing to the contrary. If you are using Zoom for healthcare applications, be warned that their consumer product does not comply with any health privacy laws. Their basic healthcare-compatible product starts at $200 per month. If you aren't using that, you are not in compliance with HIPPA/PIPEDA or the health privacy laws of other countries.

End to End Encryption (E2E) has a cost -- your audio and video signal has to be encrypted, then decrypted by the recipient. That means there is extra load on the system that is unique to E2E applications.

E2E is why iCouch doesn't have a telephone "call in" option. A telephone can't decrypt encrypted signals.

Tips on Improving your iCouch Secure Video experience

Use the best internet connection available

Wired connections are better than WiFi or cellular
Wifi is better than cellular (generally)

You should plan ahead for your session. Be in a place with a stable connection. If this isn't possible, reschedule the session. iCouch Secure Video works pretty much anywhere, but there is still a minimal level of connection stability required. Our system is good, but we can't compensate for a bad internet connection. Also, remember video is a two (or more) participant thing -- that means that your participants also should be mindful of their connection.

Mute your microphone when you don't need it.

If you aren't talking, using the Mute will save internet bandwidth since you won't be sending out an audio stream. In the image below, you can see the mute buttons. You can mute either audio or video or both.

Close other applications on your computer

If your mail program is open, if you have a bunch of tabs open for different websites, if you're streaming Apple Music or Spotify, or have some YouTube video playing in another window -- all of that is going to compromise your internet connection. Think of internet bandwidth like a water supply. If you turn on every faucet and shower in the house, it's going to reduce water pressure everywhere. The same for internet.

Be aware of other people using your network

During the Covid-19 situation, it's likely that kids or other members of the household will also be trying to use video applications at the same time you're using iCouch Secure Video. If that's unavoidable, then at the very least, disable HD video if they're using Zoom.

If you are a practitioner professional using iCouch Secure Video, upgrade your internet connection to the fastest available connection you can afford. In most places, that expense is also tax deductible. You don't need a "business" connection, but you should call your internet provider and get the fastest connection possible, especially a connection with a fast upload speed. The upload speed is what sends your video and audio to the other participants. If you are a client and have a lot of people using your connection, upgrading to a better connection is a small investment that will make a huge difference in the usability of not only iCouch Secure Video, but everything you use the internet for.


The iCouch Support team is happy to help, however, we can't fix your internet nor the internet of the other participants in a Secure Video session. If the connection is too low, our system with automatically prioritize audio -- what that means is that your session will have continuity through audio even if the connection isn't strong enough to support video. iCouch Secure Video is a healthcare-compliant video system -- while it can work on slower connections, there's a physical limit to how slow or unreliable that connection can be before things begin to degrade.

Reach out to us using the support chat if you have questions.

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