Most issues family and friends encounter with virtual visits are due to technical problems outside of the Video Connect platform. For the best experience, please:
- It is best to use a mobile device with the iOS or Android Securus app.
- Make sure you have a reliable, high-speed internet connection. It is best to use on a home network or use cellular 5G/4G network.
- If using a laptop, connect with a network that does not have firewalls that block traffic.
- Keep other network usage low so you have enough bandwidth for your session.
- If using at work, check with the IT staff on any firewall issues or see if any software like Microsoft Defender is blocking UDP traffic for video calls.
- Use high-quality video and audio devices (headset/earbuds with a microphone are recommended).
- Test your technology beforehand.
- Limit unnecessary visual and audio background distractions.
- Ensure your environment has adequate lighting.
- Let others know that you’ll be in a video-chat session so they don’t disturb you.
- Turn off digital notifications so you’re not interrupted by dings and rings.
- Be in a safe spot; do NOT participate in a virtual visit while operating a vehicle.
- Set a calendar reminder so you’re on time, because the session will start as scheduled… and your loved one is waiting!