You might experience an interruption when signing in through the website to a Video Connect session with your loved one at a Securus- or JPay-served facility. Some users are seeing a message asking them to install “Securus VRE,” but are unable to finish installing it, which stops them from joining their video session.
This has happened because of recent browser updates released by Google and Microsoft. While we work on making Chrome and Edge fully compatible with Video Connect again, the easiest way to keep your sessions running smoothly is to use the Mozilla Firefox browser.
Switching browsers is simple:
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- Download Mozilla Firefox
- Install the browser by following the on-screen instructions.
- Sign in to your Securus or JPay account and launch Video Connect in the new browser.
Scheduled video calls through the Securus Mobile app continue without interruption, so using the mobile app remains a reliable alternative.