On rare occasions, it's possible to experience technical difficulties accessing your Modern Health sessions. We have detailed some common scenarios below.
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I joined the session, and my provider still has not joined after 5 minutes.
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Zoom says, "The host is in another meeting."
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My provider messaged me that they had joined the call but could not see me.
If you have trouble joining a session or your provider doesn't join the call, it's best practice to reach out to your provider as soon as possible. This can be done via the Messages feature or email. Please kindly note that we have asked providers to offer 10-minute grace periods for members, and we ask that members offer 10-minute grace periods for their providers before exiting the session.
Also, we have detailed some troubleshooting steps for Zoom below:
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Ensure your Zoom app is up to date.
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Ensure your Modern Health app is up to date (iOS or Android).
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Exit and rejoin your session via the web, mobile app, or the copied session link from your provider.
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Message your provider via the Messages feature to request a Zoom link.
Your provider will best help with the next steps. However, if you need immediate help please email us at help@modernhealth.com for further assistance.
Disclaimer for macOS Users
Zoom has released an important update that fixes a high risk security issue in software versions prior to 5.12.0. To avoid any interruptions, we highly encourage members to update their Zoom app by following the instructions here.