Fix issues that prevent you from entering your scheduled ReachLink session
If you’re having trouble joining your session—finding the Start Session button, launching the session, or entering the video room—use this guide to quickly resolve the most common issues.
Where to Find the “Start Session” Button
You can join your session from two places:
- Dashboard (home screen after login)
- Appointments tab
When the Button Appears
The Start Session button becomes available 15 minutes before your appointment time.
If it’s earlier than 15 minutes, the button will not show.
Problem 1: “I Can’t Find the Start Session Button”
Possible Causes
- It’s too early (more than 15 minutes before your session)
- You’re on the wrong screen
- The app or browser is not refreshing properly
Try This
- Make sure it is within 15 minutes of your session time.
- Check both:
- Dashboard
- Appointments → Upcoming
- Refresh the page
- Log out and log back in
If it is within the allowed time window and the button still does not appear, continue with the steps below or contact support for urgent help.
Problem 2: “I Click Start Session, but Nothing Happens”
Most Common Cause
Your browser or device is blocking the session from opening.
Common blockers include:
- Pop-up blockers
- Redirect settings
- Browser privacy restrictions
- Device permissions
Try This
1. Enable Pop-Ups & Redirects
In your browser settings, allow:
- Pop-ups
- Redirects
- Third-party cookies (if applicable)
Chrome example:
Settings → Privacy & Security → Site Settings → Pop-ups and Redirects → Allow ReachLink
2. Verify Permissions
Make sure your browser/device is allowing camera, microphone, and autoplay for ReachLink.
3. Refresh and Try Again
After adjusting settings:
- Refresh the page
- Or open the session in a new tab
4. Restart Browser or App
Fully close and reopen your browser or the ReachLink mobile app.
Problem 3: “I Get an Error Message When Trying to Join”
Error messages typically mean:
- Permissions are blocked
- Your browser or app is outdated
- Your system does not meet video requirements
Try This
- Update your device’s operating system
- Update your browser or the ReachLink app
- Restart your device
- Ensure no other video apps (Zoom, FaceTime) are running
- Try switching to Google Chrome (recommended)
Device & Connection Best Practices
To avoid joining issues, ReachLink recommends:
✔ Use a Newer Device
Older devices may block redirects or struggle with video processing.
✔ Keep Everything Updated
- Latest device operating system
- Latest version of your browser (Chrome recommended)
- Latest version of the ReachLink app (if on mobile)
✔ Have a Strong, Stable Connection
- Reliable WiFi or wired connection
- Move closer to your router
- Avoid using public WiFi
✔ Keep Your Device Charged
Low battery modes can limit device performance.
If You Still Cannot Join
If your session is starting soon (urgent):
📞 Call live support immediately at 833-322-0977
(We’ll help ensure you can enter your session.)
If you do not have an active session (non-urgent):
📧 Email support@reachlink.com
📱 In the app: Tap “Get Help”