Go Live Troubleshooting

Booking not showing on device

1. Refresh the app: Pull down on the screen to refresh.

2. Primary camera check: Ensure you're viewing the correct (primary) camera device.

3. Device list: Confirm the booking is assigned to the correct device — you may have multiple.

4. Date & time settings: Make sure the device has the correct date and time.

5. Booking time: Confirm the booking is scheduled for the current time.

6. Wi-Fi connection: Ensure the device is connected to Wi-Fi.

If none of the above work:

• Force quit and reopen the app.

• Try re-registering the device.

Coaching Audio Not Working (Coachee Cannot Hear Coach)

1. Volume check: Is the iPad muted or volume too low?

2. Adjust volume: Increase volume on the connected device.

3. Headset check: Is the coach using a headset? Try plugging and reconnecting it.

Note: Bluetooth mics can have weaker audio pickup than wired ones.

No Live Feed from Any Devices

1. Try starting a single reflection

2. Run a system check on all devices

3. Run a speed test to ensure stable internet

4. Switch to an unfiltered network on both your computer and devices

5. Try a different browser

6. Try a different computer

7. Check the Go Live URLs don't need whitelisting on your internet filtering

No Live Feed from One Device

1. Confirm the device is properly paired with the other

2. Make sure the app is up-to-date

3. Force quit the app and relaunch it

4. Check that the device is set to the correct region

How to Turn Up Coach Audio

Coach audio is controlled via the iPad that the bluetooth microphone is connected to. Increase the volume there.

How to Turn Up Coach Audio

Coach audio is controlled via the iPad that the Bluetooth microphone is connected to. Increase the volume there.

If you're using an iPod as a microphone, these have been phased out by IRIS Connect. More information found here. 

Will the Recording Stop at the End of the Booking?

No, the recording will continue but the access to the live feed will end.