Online Bereavement Counselling Troubleshooting

Due to a significant increase in demand, we have had to take the difficult decision to temporarily pause new registrations into our online bereavement counselling service.

We are focusing on supporting the people who are already on our counselling waiting list, and we are working hard to increase our capacity in order to reopen to new registrations as soon as possible.

Please note that the information below is intended for individuals currently receiving support from the service.

If you do not find the information you are looking for here, please contact us online.counselling@sueryder.org.

While there is an option to join your call either via your internet browser or the Zoom app, we strongly recommend that you download the desktop or mobile app for the best experience.

You can access Zoom on any device, including:

• desktop computer
• laptop
• mobile smartphone
• tablet.

There is a Zoom app available for all devices, or you can join Zoom calls through your browser.

You can use the Zoom app on your mobile, tablet or computer. This can be downloaded from your app store:

• Android store
• Apple store

On your computer you can download the app from Zoom’s website. The download you need is called Zoom Desktop Client and is the first item on the page.

Read Zoom's instructions for downloading the Zoom app on your device

There are many browsers available, and we recommend using one of the following for joining Zoom through your browser:

• Google Chrome
• Safari

It’s a good idea to keep your browser version up to date, to make sure it works as well as it should. Many browsers will notify you when an update is needed, but you can also manually update your browser. 

Visit Browse Happy to find out more about updating your browser.

To fix this, try:

• Check you are not muted (your microphone icon will have a red line through it if you are on mute).
• If you are using headphones, try unplugging these and then plugging them back in.
• Check your volume is turned up on your device.
• Check that no other websites or apps are currently using your microphone.
• Check that Zoom has been allowed to use your microphone.

We also recommend testing your audio when joining your session:

• Read Zoom’s instructions
• Watch Zoom's 'testing your audio' demo

To fix this, try:

• Check that your video is turned on (your video icon will have a red line through it if it’s switched off).
• Check that no other websites or apps are currently using your camera.
• Check that Zoom has been allowed to use your camera.

We also recommend testing your video when joining your session:

• Read Zoom’s instructions
• Watch Zoom's 'testing your video' demo

The way you check your settings will be different depending on how you are using Zoom. Choose from the options below for more detailed instructions:

For any other questions, please contact the team by emailing online.counselling@sueryder.org.