Technical Advice

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Troubleshooting Guidelines

Please click on the link below for information on Technological Terms: the link was extracted from: Guidelines for Uses of Technology in Counselling and Psychotherapy (pages 26–30), published by the Canadian Counselling and Psychotherapy Association in March 2019: www.ccpa-accp.ca/.

What Happens if We Lose Connection During a Session?

In the case of connection being lost during a videocall session, the therapist will try to contact the client again via videocall through the same software, and only if the client doesn’t pick up after 3 minutes of trying, the therapist will contact the client by their preferred method: either live chat or email (if internet hasn’t dropped), or in the worst-case scenario where there is no internet connection, as long as consent is given by the client beforehand, sending an SMS to the client’s mobile phone.

What Happens if my Usual Device Breaks?

In the case that your usual device breaks, please ensure that you have a back-up device, this can be a different kind of device, for example: if your PC breaks, you can use either a tablet or a smartphone that belongs only to you (the client), otherwise please advise the therapist via a standard text message if you don’t have a smartphone, so we can plan a break until you are able to use a different device.

What Happens if my headset or camera doesn't work?

If you have any connectivity issues with your headphones/earphones or camera when you test it before you start therapy please follow these instructions to fix them.

The same instructions work for "camera" if you select "camera" under "app permissions" instead of "microphone".

Cyber-Security Steps to take before starting Online Counselling

The following advice has been extracted from www.tomsguide.com/. Please visit this site directly for a more detailed explanation.

Steps for Prevention of Stolen Data

You can't predict whether your laptop will be lost or stolen, but you can take preventive steps to protect it if it ever is.

• Write down your device's serial number so you have it on hand.
• Secure your laptop with a password.
• Enable limits that will lock up your device after a certain number of failed login attempts.
• Use a secure password manager instead of device and browser autofill to keep track of strong, unique logins.
• Consider a physical security key, like YubiKey or Google Titan, for 2FA.
• Set up automatic backups from your laptop in case you need to remotely wipe it.
• Use full-disk encryption to secure your hard drive.

What Happens if my Usual Device Gets Lost/Stolen?

1. Change your account passwords
2. Clear autofill from your browsers
3. Deauthorise your device
4. Track your laptop's location and use remote-wipe features
5. Notify your financial institutions
6. If you lose your work computer, notify your employer immediately
7. File a police report — and report the loss to the manufacturer

Important Note: In the case that your usual device gets lost or stolen, please ensure that you have a back-up device, this can be a different kind of device: you can use either a PC, tablet or a smartphone that belongs only to you (the client), otherwise please advise the therapist via a standard text message if you don’t have a smartphone, so we can plan a break until you are able to use a different device.

What happens if a device or third-party software is hacked?

If a device is hacked: the client or therapist (depending whose device was hacked) is to stop using the device until an expert can help resolve the issue, in the meantime a backup device should be used instead having followed the data protection safety guidelines.

The therapist would consult with the cyber-insurance experts who would then investigate the best way to contain the data breach and take action to avoid any further leaking of information and repair any damage wherever possible whilst taking into consideration confidentiality and safety.

If it is a matter of third-party software, please see the below disclaimer:

Disclaimer about Third-Party Errors

Please be aware that no electronic communication is 100% secure, and hacking can take place on any device or through any software platform, even though all safety measures have been put in place and precautions taken.