> ## Documentation Index
> Fetch the complete documentation index at: https://app.simcare.ai/docs/llms.txt
> Use this file to discover all available pages before exploring further.

# Troubleshooting first-time issues

> Running into problems during your first session? Here are the most common fixes.

Running into problems during your first session? Here are the most common fixes.

## I can't hear the client

* Make sure your **speakers or headphones** are working
* Check that your **browser tab isn't muted**
* Try going back to the Discover page, click on the client again, and double-check your audio settings on the setup screen. Click **"Test Speaker"** on this page and ensure you hear a sound.

<img src="https://mintcdn.com/simcare-83a8bffd/CSjE0LZ3lNsDUBIb/images/trouble_shooting_1.webp?fit=max&auto=format&n=CSjE0LZ3lNsDUBIb&q=85&s=2f387c0bb072c4f973f29cd523fc8f87" alt="Test Speaker on setup screen" width="1000" height="563" data-path="images/trouble_shooting_1.webp" />

**If all else fails, refresh the page.**

## The client can't hear me

First, ensure you have **unmuted yourself**. Look for the microphone icon on the screen.

<img src="https://mintcdn.com/simcare-83a8bffd/CSjE0LZ3lNsDUBIb/images/trouble_shooting_2.webp?fit=max&auto=format&n=CSjE0LZ3lNsDUBIb&q=85&s=ff2f0dce2e7258fd9ce062a90b44ba3f" alt="Unmute yourself" width="1000" height="678" data-path="images/trouble_shooting_2.webp" />

<Warning>
  **Most common issue: browser permissions**

  If it's your first time, Chrome or Edge will ask to allow mic access. If you clicked **"Block"** by mistake, follow these steps:

  1. Click the **settings lock icon 🔒** in your browser address bar (top left).
  2. Toggle the switches to **Allow** microphone and camera access.

  <img src="https://mintcdn.com/simcare-83a8bffd/CSjE0LZ3lNsDUBIb/images/trouble_shooting_3.webp?fit=max&auto=format&n=CSjE0LZ3lNsDUBIb&q=85&s=50214bb1f62a42132543fe98e7aff0ea" alt="Allow microphone and camera access" width="1000" height="696" data-path="images/trouble_shooting_3.webp" />
</Warning>

After fixing permissions, go back to the Discover page, click the client again, and double-check your mic settings on the setup screen.

## Nothing's loading / page is blank

* Use **Chrome** or **Microsoft Edge**.
* ❌ Safari and mobile browsers aren't supported yet.
* Try clearing your cache or using an **Incognito/Private window**.

## I can't log in

* Double-check your school email for typos.
* If using **SSO (Google/Microsoft)**, confirm you're logged into the correct account in your browser.
* Use the **"Forgot Password"** link if needed. You'll get an email to help reset your password. *Remember to check your spam folder!*

## Still stuck?

We are here to help.

* **Email us:** [hello@simcare.ai](mailto:hello@simcare.ai)
* **Join daily office hours:** For more complex issues, join us from 9–10am PST at [meet.google.com/amr-irgz-ecq](http://meet.google.com/amr-irgz-ecq)