Introduction
Recording Options Overview
As a reminder, videos can be recorded by clients:
Resolving Audio and Video Recording and Playback Issues
I am having issues getting my audio or video to work when joining a Love Lab recording session. Or, my client is having a similar issue. Or, my webcam isn't recognized. What do I do?
- Troubleshoot your computer/phone device:
- Try restarting your device and re-joining your Love Lab recording session.
- Ensure your device is updated. Go to Windows Update to check for and install updates.
- Make sure to close any other applications that may use your webcam. This includes Zoom, Skype, Google Meet, or other video conferencing applications that you tend to use.
- Troubleshoot your internet browser:
- When you open the Love Lab video call screen, your browser may ask you to allow access to your recording device. Ensure you have selected "Allow". This ensures that you have granted your browser permission to use your webcam and microphone.
- Make sure your internet browser is updated. To do this, close all your internet browser windows and reopen the browser. It will usually update automatically.
- Clear your browser's cache and cookies. Each browser may have a slightly different process for this, so you may need to look up instructions on Google. This is usually very simple.
- Ensure that your computer gives your browser access to your camera and microphone in your computer's local Privacy and Security Settings.
- Disable any extensions or firewalls that may be interfering with your devices.
- Troubleshoot your audio and video recording device:
- Ensure that your webcam device is connected and enabled. Try unplugging and re-plugging it back into your device.
- Ensure your webcam device's driver or software is installed and updated if needed.
- If you have a webcam cover, please ensure the camera cover is off.
I joined the Love Lab video call, but my clients cannot find the option to join the call or are having trouble joining me.
I am trying to join the Love Lab video call, but am stuck at the pop-up asking me to test my devices.
When you or a client attempt to join a video session, you each will be prompted to verify that you have everything properly setup before joining the call. This ensures that your Love Lab videos come out wonderfully! Please use this opportunity to double-check your video recording, audio recording, and audio playback device to test that they are working, then click "Join Call". You can use the drop-downs to select your proper devices. If the "Join Call" button is not highlighted, there is a problem with your device that you need to attend to first.
I was in a Love Lab video call but my camera now seems to be off for some reason.
Ensure your video is not disabled using the disable video feature icon, located at the bottom control bear next to the red "End Call" button.
I am in a Love Lab video call but need to change my device or settings.
Use your "Settings" option in the bottom right of the call to change which devices you'd like to use.
I am having issues with video controls (starting or stopping recordings), recordings not stopping automatically, or there is a sound delay when rewatching client videos or when clients need to rate their videos.
These kinds of errors indicate an issue with the quality of your internet connection - this usually happens either due to a local intermittent internet connection or weak WIFI signal which is constantly being disrupted, or due to unusually slow internet speeds. When this happens during a streaming video recording, you may experience difficulty using on-screen controls or properly recording videos over live streaming. Unfortunately, the only way to resolve these issues is to try to improve the internet connection in your office or home - either by upgrading your connection's speed by contacting your ISP, or by plugging-in your device/laptop to a physical Ethernet port on your modem or router for a direct internet connection. A final suggested solution is to record Love Lab videos on a cell phone using the camera app, and then upload the video files to Gottman Connect with a more stable connection. This method ensures videos do not need to be re-recorded in the event of interruptions.
I am trying to replay a client video but I just see a black screen, or, my client is trying to rate their video but they just see a black screen.
My client or I tried uploading a video but the upload failed. What should I do?
If you or your client self-recorded using a cell phone or separate device, verify that the video was properly recorded by trying to play it back on the local device. Once confirmed, try uploading it again to Gottman Connect, ensuring that you do not leave the screen or turn off your device until the upload is complete. You must have a constant internet connection during the upload. Your clients should not need to re-record the videos in this situation.
My clients seem to have a lot of recurring issues with recordings for some reason.
If you notice that many of your clients are running into audio or video issues during recording, we recommend first ensuring that your clients are provided apt instructions for how to record their videos. If you're still experiencing challenges, some clinicians choose to record the videos in-session with their clients. Another good alternative is to recommend that your couples record with whatever device they feel most comfortable with (say, their cell phone camera), and then just upload the video to Gottman Connect. Please also remember to refer to the Love Lab recording instructions in your Gottman Connect "Resources" menu so your clients are best prepared for their Love Lab experience.
My client recorded and uploaded a video, and I see an error processing status for my video.
I have multiple recorded videos of the same type after troubleshooting.
If you have leftover videos that were corrupted, you will need to go to your "Videos" tab, and delete any corrupted or unused videos. You will also be able to manage duplicate recordings directly from your couple's dashboard. Please be very careful to not delete any of your needed videos, as the "Delete Video" action is permanent.