Joining Video Visit may take 5-10 seconds to load

Modified on Thu, Oct 16, 2025 at 7:57 AM

Feature Overview

What is the expected behavior of this feature?	It is expected that the VV will join immediately. Actually, this can take several seconds to load all the needed VV components. Please wait 5-10 seconds for the VV to load before refreshing or trying to join again.
What is the location in Care Hub?	In CH 2.0 click video icon in top right corner of screen, click Join Call.

Troubleshooting

What general best practices can I implement before filing a ticket?

Have only 1 Care Hub window open at a time to provide the best video visit experience.

If the steps above don't address your concerns, please review Ticketing Best Practices or the additional information below.

Where can I look for additional information?