How do I know my device is compatible?
Any device with internet access should be compatible. This includes mobiles, tablets and PCs. Smart TVs and gaming consoles that have inbuilt internet browsers should also work.
Will my internet connection be good enough?
Most Broadband connections will be capable of running the live Broadcast. If you are able to watch other streaming services (YouTube, Netflix, BBC iPlayer) without issue then your connection will be fast enough.
Do I need to download a program?
No. You will be provided with a link by email. All you need to do is click the link you receive.
I’m receiving an error. How can I resolve?
If your video player (E.g. Adobe) on your device is not up to date / present, your Browser will prompt you to install the latest version. Just follow the instruction and then refresh the page. If you are still getting an error, then send an email to firstname.lastname@example.org with the full details. Alternatively, click here to access the site’s troubleshooting guide.
I won’t be home during the broadcast; can I watch it using my mobile data?
Although it is not recommended to use your mobile data (3G / 4G), this should work. You may run the risk of the video buffering frequently if the connection is not strong enough though. Please note that your mobile carrier may charge you if you exceed your data usage limit.
I am due to attend but I am now unable to. What do I do?
Send an email to email@example.com asking to be added to the next online course.
I can see the broadcast but can’t hear anything. How do I enable the sound?
Ensure that the Volume on the Flash Player window is not muted. Also, that your device does not have the volume muted. If you still are unable to hear the therapists, it is possible that they have muted their microphone- you can inform them via the chat log.
The Broadcast keeps buffering making it unwatchable. What do I do?
If this happens you may find that your connection is not stable enough. However, you can click back on the video slightly so that you are watching a few minutes later than live. This should give the video plenty of time to buffer. However, you will struggle to interact in the same way as other patients.
I haven’t received the email inviting me to join. Can you resend?
Don’t worry if you have not received the email before the Broadcast. In some cases this may be sent just five minutes prior to the start. If the broadcast is due at any moment and you still have not received one, then send an email to firstname.lastname@example.org asking for the link. Also, check to see if the email has filtered automatically into your Junk/Spam inbox.
If you are feeling very distressed, despairing or suicidal and need immediate help please contact your GP and request an emergency appointment, contact the Samaritans on 116 123, or go to your nearest Accident and Emergency Department.
If your GP surgery is not open, you can contact the NHS Out of Hours Medical Service on 111. NHS 111 is available 24 hours a day, 365 days a year. Calls are free from landlines and mobile phones. You should use the NHS 111 service if you urgently need medical help or advice but it's not a life-threatening situation. If you feel at harm to yourself or from other – go straight to your nearest Accident and Emergency.
If you are concerned that someone else is very distressed and might be considering suicide please encourage them to contact their GP and make an emergency appointment. Alternatively you might wish to encourage them to speak to the Samaritans on 116 123.
If you are concerned that someone is about to act on thoughts of hurting themselves you might wish help them attend the nearest Accident and Emergency Department. Alternatively, you may choose to contact the Police on 999.
Similarly, if you become concerned that someone is at risk of hurting somebody else
If you feel you need to talk to someone in confidence, the Samaritans are available 24 hours a day, 7 days a week on:
Tel: 116 123
(TEXT MESSAGE ONLY number available on 07725 909090)
There are also local Samaritans branches across Hampshire and Dorset.