Make sure yourconnection remains consistent throughout your entire scheduled visit. Do not drive during your session. 

If you are traveling from one location to another while you are having a session, make sure you have not lost signal.

If you are using Wi-Fi to participate in a video session, make sure their Wi-Fi signal is strong and not intermittent.

If you began a video session with a weak connection over Wi-Fi or cellular network, you would need to make sure you have a stronger signal when beginning your video session to avoid disconnection.

Use the Speed Test in the app before your video sessions to make sure the connection is strong for a high-quality session.

If you are experiencing continued interruptions, please review requirements for the SecurusVideoConnect to make sure your device meets the minimum requirements:

If your device meets the minimum requirements, please try restarting your device or remove and reinstalling the app on your device.

If the SecurusVideoConnect crashed during the middle of a scheduled session, you can request a credit by filling out the credit request form here