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  1. Hatch
  2. Troubleshooting

Troubleshooting

Resolved Issues

  • RESOLVED - 9/28/23 - Potential SMS/MMS Delivery Failures to Verizon and AT&T Networks in the US
  • RESOLVED Known Issue: AT&T SMS Issues
  • Known Issue 4/18/23: Email Notifications Not Being Delivered
  • "Forgot Password" Functionality Currently Not Working
  • 12/8/22 - RESOLVED - Unusually Long Load Times and 502 Errors
  • 11/21/22 - RESOLVED - Intermittent performance issues
See all 9 articles

Known Issues

  • RESOLVED: Outage: Accessing platform results in 500 Bad Gateway error
  • On Android 12 and 13, Chrome requires using the "Media Volume" to adjust the volume instead of the phone's volume slider.
  • Slow load times and issues with search
  • On Android 13, Firefox microphone and camera permissions require a device restart
  • Audio Failure for iPhone 14 Pro and iPhone 14 Pro Max on Updates 15.6.1 - 16.1.2

Video Session

  • Clearing Cache and Cookies and Updating your Browser
  • Troubleshooting: Unable to See or Hear Other Participants
  • Opening the Video Session link in a Supported Browser Instead of a Mobile App Webview
  • Audio Issues

Resources

  • Helpful Information When Submitting a Ticket to the Hatch Support Team
  • Allowing Microphone and Camera Access for iPhone and iPad
  • Allowing Camera and Microphone on Android Browser Settings
  • Troubleshooting for Virtual Health Support Teams
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